Store Manager

Job description / Role

Role Objective:
Represents the brand to customers and is responsible for overall store operations. Leads overall store functions, whilst ensuring the deliverance of the highest customer service to maximize sales targets and ensure profitability. Delivers the highest levels of motivation and development of team members and ensures individual and store compliance with all company regulations and procedures.

Detailed Roles and Responsibilities:

Financial:
• DSS and DSR Reports analysis and fulfillment, follow up and understand avenues to improve store daily performance
• Manage order-requisitioning activities to maximize sales resolving any discrepancies
• Responsible for achievement of set sales targets for the store through motivating staff, consistently monitoring figures and thinking of innovative ways to aid in achievement
• Responsible for achievement of all store KPI targets to allow improved efficiencies, operational effectiveness and achieve financial objectives
• Reduce stock loss and maintain costs control throughout the store(s)
• Manage and adhere to set store budgets
• Lead the sales team in order to achieve store operational and financial goals
• Responsible for overall store planning in coordination with the Operations Manager
• Monitor and achieve set KPI’s including conversion rate, items per receipt, average shipping basket, etc.
• Encourage, propose, and implement strategies and plans for achieving store targets and driving sales
• Ensure that sales advisors are securing and closing sales effectively and quickly
• Maintain list of best sellers and identify store hot spots to optimize sales
• Ensure that promotions and displays are set up correctly by the visual merchandising team
• Review transactions for discrepancies and ensure cash register balances are accurate. Report issues or discrepancies to the Operations Manager and seek to resolve them following policies and procedures
• Meet financial objectives by preparing and reviewing store budgets, expenditures and variances
• Responsible for coaching and training employees as to how to handle difficult and complicated sales through sharing sales techniques
• Exceed sales budgets and targets through effective team management and operational excellence
• Regularly review stock levels, fast and slow moving items, and ensure that deliveries are efficiently organized and merchandise is handled from orders to delivery on shop floor
• Ensure stock loss levels are at or below the acceptable standards and maintain loss prevention activities
• Regularly review store layout and product display in order to adjust based on sales and collection
• Monitor store key performance indicators and work to address any gaps
• Ensure correct management of point of sales as well as cash handling
• Engage with customers and act on cross-selling and upselling opportunities in order to enhance sales

Customer:
• Solve critical concerns raised by customers to ensure complete customer satisfaction and communicating these with staff if required to avoid repetition
• Maintain close and consistent relations with customers for the purpose of customer satisfaction and aiding in retention
• Ensure all staff and managers follow Meet, Greet and Direct customers as and when required
• Ensure staff proactively resolve customers queries/complaints in a timely manner to avoid any customer complaints
• Ensure customer feedback is obtained to improve or provide new ideas for store operations
• Maintain strong connections and relationships with customers and VIP
• Represent Al Mana Luxury and the brand and work to promote the store and its products
• Understand and communicate the brand strategy, history, and philosophy to Sales Advisors
• Ensure that employees are familiar with the store collection and customer profile for the brand
• Communicate the brand customer profile to sales advisors in order to translate that into overall image and purchase recommendations
• Engage the customer by welcoming and acknowledging them courteously and according to their profile, style, and interests
• Answer customers questions on product, style, size, and availability of items
• Responsible for the visual impact of the store in line with brand requirements and guidelines
• Provide regular feedback to employees on performance and appearance of store floor, displays, and overall presentation
• Offer quality customer service to all customers and ensue this is replicated throughout the store
• Ensure that supervisors and the sales team take a proactive approach to sales offering assistance to customers
• Engage the customer through welcoming and acknowledging them when they enter the store
• Initiate conversations to understand customer’s needs and requirements then make relevant suggestions
• Help customers with any queries they may have surrounding the brand or products
• Ensure that customer complaints and refunds are handled as per company policy
• Ensure customer satisfaction is provided from all staff
• Oversee store merchandising procedures and guidelines
• Ensure that the brand and collection guides and catalogues are available for quick reference
• Maintain after-sales contact with customers to build relationships and drive repeat customers
• Ensure that tailoring services are provided seamlessly and efficiently
• Oversee returns or exchanges as per policies and implement approved sales discounts and promotions in order to driver customer sales
• Maintain impeccable personal presentation and communication skills


Internal Business Processes:
• Ensure implementation and adherence to store and company operational other policies and procedures. Report issues to Operations Manager as required.
• Daily meeting (1 per rota) to explain daily and hourly budget per staff and department
• Liaise with the Operations Manager and Brand Manager in relation to non-commercial aspects such as administrative and operational challenges including stock control, supplier relations etc.
• Prepare management information reports to ensure relevant information is provided as support for operational decision-making processes
• Control and manages stock alongside the Merchandising and Stock Control team, communicating any relevant information to them to act on
• Ensure timely receipt and display of allocated stock to ensure store is up to date and has a positive stock mix available for customers
• Ensure coordination and signoff with team on accuracy and discrepancies in inwards and outwards for the store
• Ensure all measures are taken to control shrinkage issues working alongside the store staff to accomplish and maintain
• Ensure the all checklists and records are followed and updated as per timelines to allow accurate up to date information
• Ensure feedback on product gaps and quality comes as per timelines to the respective teams in the HO
• Ensure all marketing and promotional activities are executed as per timelines and monitored
• Ensure that the Visual Merchandising and plan guidelines are followed for store aesthetics and are understood by sales staff
• Ensure staff retention and engagement is high through motivation, coaching and guiding
• Ensure subordinates are groomed to take on higher responsibilities
• Ensure staff productivity is maintained as per targets set, monitoring and motivating as and when required
• Responsible for organizing tasks and managing work schedules and attendance efficiently
• Responsible for providing training to staff members to allow up-skilled workforce and optimizing customer satisfaction
• Ensure reviews with team are done and required actions are highlighted to allow effectiveness and productivity
• Ensure coordination with third party agencies for housekeeping and security staff as and when required to maintain smooth operations
• Meetings
• Develop store operational plans for the Operations Manager’s review and implement these while providing regular monitoring and reporting
• Lead regular meetings with the team to explain targets, new products, and address any issues
• Regularly prepare, review, and analyze store reports and discuss with the Operations Manager
• Ensure that the customer database is maintained up to date and accurately
• Ensure the store is well stocked in a safe manner to prevent hazards and damages
• Ensure store aesthetics are maintained throughout the day as per required standards
• Responsible for stock and inventory of the store and ensuring that inventory issues are resolved through investigation of data and history of purchases
• Ensures employee uniforms are worn according to policies
• Enforce health and safety rules on shop floor and back office
• Maintain knowledge of top and low-selling items and their sizes, colors, and replenishment rate
• Ensure store and brand standards are maintained and that the floor area is always at highest standards
• Ensure security devices, tags, and cameras are operational and address any gaps immediately.

Learning and Growth:
• Improve efficiencies and leadership within the store through identifying key areas of development for staff
• Create a network pool to aid in leading practice of store operations and sharing knowledge, which can be applied to the store or suggested for other store operations
• Manage team performance on a daily basis and participate in management reviews
• Responsible for development throughout the store by providing opportunities for exchanges, with the aim of improving store functionality and efficiencies
• Provide regular briefings and communication to team on store operations, targets, risks, and development requirements
• Assist in induction of new employees in collaboration with human resources
• Identify and communicate employees with high potential and seeks to support their learning and development through coaching and mentoring
• Monitor and report employee absence tardiness, shifts, and other matters and reports to human resources
• Continuously develop employees and seek to enhance their skills and performance in terms of customer service, sales, operations, stock management, and visual merchandising
• Stay updated in current market trends and new styles
• Establish areas of self-development through feedback from customers and colleagues
• Display leadership qualities for the purpose of self development and to act as a role model for sales advisors

Requirements

• High School Degree or Bachelor’s Degree in relevant field
• Knowledge of fashion trends, brands, designers
• 4-5 years experience working within a retail environment with at least 4 years management experience

Competencies:

Technical
• Administrative
• Brand/Market awareness
• Business Acumen
• Communication (Verbal, Written)
• Computer Literacy
• Decision making and judgment
• Product knowledge
• Problem solving
• Scanning
• Selling techniques

Behavioral
• Accuracy
• Analytical Ability
• Attention to detail
• Coaching
• Flexibility
• Independence
• Leadership
• Mentoring
• Personal Motivation
• Pro-activity
• Process Excellence
• Productivity
• Teamwork
• Time Management

About the Company

Al Mana is one of the largest and most diversified groups in the region, operating over 55 companies in 8 countries and employing over 3500 personnel. Industries that we operate in include automotive distribution and services, real estate and investments, retail and luxury fashion, F&B, engineering, technology, media and entertainment. The group covers most areas of retail including luxury goods, beauty, fashion, home interiors, watches and jewellery. Operating over 300 outlets, Al Mana represents some of the largest and most successful brands in the world.