Floor In-charge (Team Lead - Furniture / Household)

Job description / Role

The Team Leader is responsible for driving the sales performance of the assigned department through effective resource management. The job holder will lead the department team to provide an 'outstanding' shopping experience for customers through high standards of visual merchandising, customer service and people management.

Requirements:

Graduate degree in Business Administration with specialization in Retail Management/Sales
3-4 years of work experience of which at least 2 years should have been with heading retail sales/operations for a section in a large retail format store

Customer Focus
Lead by example and ensure that the floor staff greet and approach customers to offer assistance
Implement a high standard of customer focus through timely and effective resolution of customer queries in line with the company policy
Proactively meet with customers to discuss their shopping experience and provide feedback and support to the Sales Manager in possible customer service improvement
Monthly monitoring of mystery shopper feedback, addressing all key areas of concern
Support customer queries/escalations

Commercial Performance
Ensure achievement and maximization of department sales through regular monitoring of sales and department specialists
Drive department KPIs, Average Transaction Value and Basket Size
Maximize sales per sq. m. through effective management of sales versus space

Offer
Ensure high retail standards are maintained through daily opening and closing checklist and implementation of necessary actions in-store in a timely manner
Ensure 100% compliance to latest RPVM standards through effective product display in accordance with defined standards, appropriate management of damaged items and correct replenishment levels
Ensure highest standards of health and safety are maintained in the department
Work in closer collaboration with the Sales Manager on all products with respect to price, quality and customer feedback
Ensure Sales and Promotions for the department is driven as per the Trading Calendar effectively with appropriate focus on sales of discontinued products
Ensure Min/Max quantities and Furniture Matrix for all products with accurate information is maintained on the Store Inventory Management system
Ensure 100% representation of K lines in department through close collaboration and regular feedback to the In-Store Retail Logistics Manager
Ensure regular cycle count for the department in line with the Company guidelines
Ensure that Shrinkage for the department is within the defined norms and agreed standards
Ensure effective display of top sellers and slow sellers to improve sales contribution

People
Ensure seamless induction and on boarding of new hires and provide necessary support and guidance to the new joiners
Ensure consistent communication to the team on store and department results through daily business updates providing clear instructions to drive performance
Drive engagement and motivation in the team through fast resolution of work related issues and grievances
Ensure that the customer service training for the department team is duly completed
Conduct regular product training to ensure clear understanding of features, selling skills and after sales service
Ensure that the department team is well trained on systems usage (SIM etc.) to obtain requisite information and provide necessary assistance to customers
Responsible for Performance Management of Sales staff through timely KPI setting, mid-year and annual performance reviews
Provide on the job coaching to all staff in the department
Lead and mentor the team to ensure an outstanding shopping experience for the customer

About the Company

Founded in 1973 in Bahrain, the Landmark Group has successfully grown into one of the largest and most successful retail organizations in the Middle East. An international, diversified retail conglomerate that encourages entrepreneurship to consistently deliver exceptional value, the Group operates over 900 stores encompassing a retail presence of over 13 million sq. ft. across Middle East, India, Egypt, Turkey, Yemen and Pakistan (franchise operation). The Group employs around 31,000 employees.