Store Manager - Luxury Retail

Job description / Role

For my Client, a luxury retail business conglomerate operating in the GCC region, hiring a Store Manager that 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. To direct, promote, and coordinate the store operations in a manner that will optimize the cooperative’s market share and savings, improve the cooperative’s efficiency, help achieve the cooperative’s mission and goals, and result in outstanding customer service.

Financial:
• 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
• Using information technology to record sales figures, for data analysis and forward planning to 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, scheduling expenditures and analyzing variances, initiating corrective actions
• 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 and make key decisions about the stock control

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
• 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

Internal Business Processes:
• Ensure implementation and adherence to store and company operational other policies and procedures. Report issues to Operations Manager as required.
• 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
• Maintains staff job results by coaching, counseling and disciplining employees, planning, monitoring and appraising job results

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
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

Decision Making Authority, Frameworks and Boundaries:
• Makes decisions under clearly refined remits in specific areas of responsibility with support from the Brand or Operations Manager
• Takes authority for decisions made within the store in compliance with company policy and procedures
• Assigns work to Sales Advisors and monitors performance
• Directs activities and ensures implementation of policies and procedures
• Addresses customer complaints and grievances

Working Conditions and Environment:
• Physically capable of standing for long periods of time and lifting stock
• Requirements for full time work with a floating day off
• Has access to confidential information and cash
• Ability to operate general office equipment, keyboard, mouse, printers, and copiers

Requirements

• High School Degree or Bachelor’s Degree in relevant field
• Knowledge of luxury trends, brands, designers

Experience:
• 7-9 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

Key Interactions:

Internal:
• Operations Managers
• Brand Managers
• Store Managers
• Sales Advisors
• Supervisors
• Visual Merchandisers
• Human Resources
• IT Manager
• Accounts
• Government Relations Officer

External:
• Customers
• Brand trainers
• Maintenance
• Postal Services
• Suppliers
• Third Party Vendors

About the Company

The Adecco Group is the world’s leading talent advisory and solutions company. We proudly make a difference in the working lives of 3.5 million people every year. Our culture is entrepreneurial and inclusive, and we are united by our passion for making a difference in the world of work. We work with over 100,000 organizations in 60 countries, enabling their success. We have 35,000 people working with us across more than 60 countries and territories.

Adecco has been rapidly growing in the Middle East since 2008, developing a substantial footprint throughout the region. We work across 250 different clients, Adecco has more than 62 full time employees, working in 4 offices, servicing all countries across the GCC region. We offer Temporary Staffing, Permanent Placement, Executive Search, Assessments, Visa And Payroll, Outsourcing, PRO Solutions customised as per client requirements. Adecco Middle East Head Office is based in Dubai with a branch at Abu Dhabi.