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Retail Area Sales Supervisor - Female

Chalhoub Group

Riyadh, Saudi Arabia

Ref: GP285-1401

Job description / Role

Employment: Full Time

Key Responsibilities


- Follow all relevant Retail policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner


- Follow the day-to-day activities related to own job with minimal supervision to ensure continuity of work
- Follow-up on escalated cases /issues/questions of team members to ensure they are closed efficiently and in a timely manner

Guest Experience Focus

- Ensure that shop floor employees are properly trained and coached in customer service excellence
- Monitor that staff grooming and uniforms are as per standards
- Propose remedial action plan to RSM following mystery shopping results
- Monitor that approved remedial action plan is executed in stores Retail Area Sales Supervisor Guest Experience Inventory Management Financial Management Store Opening/ Closing Visual Merchandising Guidelines Product Coaching
- Review customer complaints and incident report involving customers weekly with store manager and provide advice and coaching
- Facilitate resolution of Guest-related issues finding the best solution to satisfy Guests and preserve the interests of the Group (repairs, extra-discounts, damaged goods, exchanges, refunds, etc.)
- Send monthly report to RSM on customer complaints
- Verify conformity of VIP list proposed by store networks with criteria and submit list to RSM for validation
- Monitor that all above average transactions have been linked to customer names
- Set up targets by segments of key customers for store (development of average and total value of purchase, increase of product mix) to store manager and monitor performance vs. targets
- Monitor that store managers distribute these targets on customer loyalty to sales executives through their individual line targets and set targets for store managers in their own individual line targets and monitor performance vs. targets
- Review plans of contact of customers with store managers during visits and monitor execution
- Provide feedback to RSM on the use of the database of key customers for CRM campaigns Top

Line and Gross Margin Management

- Ensure that annual and monthly sales target per store are properly communicated to store managers on a timely basis
- Provide monthly detailed feedback on store top line achievements to RSM to prepare monthly top line review
- Suggest action plan to improve store top line and gross margin within network of stores whenever required
- Validate monthly line targets to sales executives proposed by Store managers and check alignment with store budget targets and alignment with menu set by RSM
- Fix monthly line targets to Store managers
- Review monthly how to address low performance of sales executives if any
- Motivate and align shop floor staff on objectives by performing weekly huddle in stores and adapt the weekly theme to business requirements (e.g. understanding of product catalog during season, new product launches, etc.)
- Control discounts by categories of customers (e.g. commercial discounts, Group favorite discounts, staff discounts)
- Approve exceptional commercial discounts to customers as per thresholds in specific cases and ensure that discounts are escalated whenever required

Budget Management

- Actively participate in preparation and execution of store budget (mainly top line)
- Provide relevant qualitative feedback to RSM to help prepare store top line budget (e.g. performance of brand, category, SKU and detailed information on historical sales and store customers)
- Provide monthly detailed feedback on store top line achievements to line manager to help prepare monthly top line review

Store Opening/Closing

- Act as the local commercial project manager for smooth preparation of store opening and monitor stabilization of operations
- Submit retro plan on commercial part of calendar of store opening to RSM and local project management team
- Execute the staffing plan
- Suggest to RSM transfer of store manager to new store
- Propose action plan for first 6 months of operations for new stores (e.g. staff training, customer acquisition) through specific KPIs ü Coordinate with local Back-office
- Propose remedial plan for underperforming stores based on insights from store manager
- Monitor execution of remedial plan after approval
- Execute the phasing out plan in case of closure (e.g. staffing, etc.)

Product Coaching

- Act as the product champion and the link between back-office and the shop floor employees
- Ensure new products/new season collection are properly explained to shop floor employees
- Ensure alignment of communication of shop floor employees on products through coaching on sales techniques related to products and during weekly huddles
- Provide qualitative feedbacks on product performance based on merchandise templates

Store Operations

- Monitor that rosters are correctly performed by store managers
- Approve rebalancing of staff between stores to improve overall performance of store
- Instruct store managers for temporary assignment of staff outside store (e.g. staff sales, stock take in other store, special events) and find replacement
- Escalate need of staffing to RSM whenever appropriate
- Review compensation schedule with store managers to ensure fairness
- Monitor that issues raised by daily SORT are solved on time and properly
- Coordinate with Retail Operations specialist in case of operational issues disrupting/threatening sale performance
- Ensure that back-store operations are correctly performed in stores during visits to stores and review issues with store manager
- Review overall compliance of stores to Store Manual monthly with Retail Operations Specialist and decide jointly on action plan
- Monitor that action plan on back-store operations is properly executed by store managers
- Coordinate with Retail Store Operations Specialist for proper solution to operational issues disrupting sales
- Approve petty cash reimbursement based on summary of expenses
- Receive copy of supply requests sent by store managers to Retail operations specialists Assortment,

Visual Merchandising and Marketing

- Send calendar of VM activities to store manager
- Monitor that VM activities in stores are performed according to sales plan and provide monthly report to RSM
- Escalate issues related to execution of VM calendar to RSM
- Monitor that Marketing activities in stores are performed according to marketing plan and provide weekly report to RSM
- Verify that new collection assortment is performed in store as per Brand's and merchandise team's guidelines
- Try to find solution to align assortment as per Brand's guidelines


Inventory Management

- Provide insights to RSM regarding cycle counting criteria based on concerns or recurring issues in stores
- Recommend best calendar for annual stock take and cycle counting by stores
- Perform spot checks on items based on SOQLE results
- Monitor that stock discrepancies and other variances in stores are addressed on time and as per group's guidelines

Store Cost Control

- Ensure that uniform expenses remain within budget
- Approve petty cash expenses in store


- Ensure smooth coordination between Marketing, VM, Merchandise and store managers for events and activities in the store or in the mall
- Coordinate with Retail Store Operations Specialist for proper solution to operational issues disrupting sales
- Ensure coordination with Retail Operations Specialist and Factory outlet team during staff sales (e.g. staffing and staff supervision)
- Ensure coordination with LGM reports for smooth execution of retail activities in countries

Team Management:

- Develop and motivate team members to ensure transfer of know-how and continuous positive work environment
- Monitor team members' performance and provide formal and informal feedback and appraisal in order to maximize efficiency

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.

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