Shop In Charge

Job description / Role

Customer Satisfaction
- Responsible for ensuring customer satisfaction, loyalty and the building customer database.
- Maintaining a high quality of service on the shop floor by creating an environment where the sales executives continually focus on ensuring the best quality of service.
- Proactively spending time on the shop floor, leading by example and actively demonstrating interaction with customers, taking very opportunity to meet their expectations.
- Efficiently handling customer complaints and providing a viable solution, reporting the incident to the Business Development Manager for their information and/or guidance.
- Ensuring customers are offered the various in store promotions.
- Keeping records of VIP and regular customers for future promotions and/or marketing activities.
- Ensuring that the telephone protocol is always adhered to.

Management
- Highly visible, positive and energetic in my leadership, ensuring building of team spirit.
- Ensuring that all administrative tasks and back offices tasks are completed to the highest standards.
- Ensuring smooth scheduling of working days/ days off / compensatory days.
- Ensuring comprehensive delegation through the team with clear responsibilities for the supervisor, staff-in-charge and sales executives while coaching and motivating them.
- Explain all the procedures and responsibilities and ensure it is strictly respected by all staff and promoters while reporting any issues to area manager as necessary.
- Being always punctual, well groomed and vigilant as being responsible for the opening/ closing of the shop.
- Ensuring suppliers & promoters are dealt with professionally.
- Responsible to ensure that communication is smooth across all levels.
- Actively seeking new ideas on increasing the store performance, communicating these ideas to the Business Development Manager.
- Always allocating time to observe, listen and talk to my team giving feedback as appropriate.
- Ensuring that quarterly appraisal are conducted to all staff giving effective and accurate feedback on the individual’s performance in a constructive manner.
- Tackling difficult performance issues in a constructive and developmental manner, whilst insisting on improvement.
- Implementing monthly meeting with staff, discussing achievements, rankings, and issues.
- Identifying talent and potential making objective promotion recommendations focusing on the best interest of the business and the individual.
- Diplomatically solving conflict issues within the store.
- Daily, weekly and monthly team meeting.

Training & Product Knowledge
- Responsible to train and strengthen the expertise of my team members in All Departments within the store.
- Preparing a list of trainings required for team members according to proper needs analysis identification.
- Performing or delegating induction of new comers while defining a mentor within the team.
- Ensure new team members are assessed regularly with product knowledge exams.
- Nominate and schedule team members for internal training programs based on their needs.
- Ensure that the sales executives always offer the appropriate advice to our customers through proper product knowledge training.
- Ensure all new launches and products are known by the team.

Sales Budgets & Targets
- Responsible for achieving budgets & targets of the store including team targets and incentives.
- Creating a culture of continually talking targets & sales within the store creating awareness within the team.
- Briefing each team member daily / weekly / monthly about the budgeted turnover and targets / incentives.
- Ensuring in-store incentives are communicated clearly motivating the team to achieve them.
- Ensuring Partner Brands and exclusivities are pushed through staff awareness.
- Actively seeking feedback from team members on high / low sales and if necessary communicating them to the Business Development Manager.
- Actively suggesting new business opportunities to increase the store’s performance.
- Creating action plans and strategies on achieving store, partner and line targets, and then demonstrating them.
- Suggesting brand delisting and enlisting through an objective method.

Stocks & Purchases
- Maintaining optimal level of stock inventory in the store, especially best sellers, and checking warehouse proceeding with possible transfers.
- Identifying slow, dead seller items ensuring the team pushes them out, liaising with business Development Manager for results.
- Ensuring that an exhaustive and detailed checking and scanning of the received stocks and proper upload of the receipt documents into RMS system is performed by team members or stock controllers.
- Ensuring follow up with the back office to report proper receipt of goods, discrepancies and / or damages.
- Familiar with the procedures that include invoicing, returns and exchanges.
- Ensuring inventory shortages have been cleared on a regular basis by assigned team members and validating them.
- Ensuring invoices are sent to the office without unnecessary delay.
- Reporting any replication stock issues to the stock control team immediately.
- Ensuring non-saleable items are controlled, i.e. GWP’s, Bags etc.

Cash and Administrative procedures
- Exhibit confidence with the cashing procedures and cash terminal.
- Responsible for the petty cash & float.
- Creating awareness of the credit card machines used in the store.
- Creating awareness of all the administrative procedures used in the store.
- Ensuring cash handover sheets are completed and sent on a weekly basis to the office ensuring all shortages are reported immediately and any excesses are banked.
- Ensuring the appliance for the Return & Exchange policy with customers.
- Exhibiting excellent computer skills including word, excel, e-mail, and power point.
- Reporting any maintenance or repair work that needs to be undertaken to the appropriate person, keeping the Business Development Manager informed.
- Ensuring all stationery and grocery is ordered as necessary.
- Ensuring that the telephone is only used for issues related to the business.
- Responsible for ensuring the team is aware of the admin procedures within the store.

Visual Merchandising & Marketing
- Ensuring that the merchandising levels in the store are as per the required guidelines in the Visual Merchandising Manual.
- Implementation of the various marketing packages.
- Ensure GWP’s and other promotional materials as received as per the marketing calendar.
- Ordering all marketing materials, e.g. gift wrap/bags etc.
- Ensuring perfect implementation of animations, promotions, launching.
- Ensure awareness within the team on various marketing packages in store.
- Ensuring the store audit is constantly monitored and observed using a daily checking list.

Reporting
- Providing reports on a timely manner to the business development manager as necessary as follows:
- MMR, Commission Form, In Store Events, Competitor Activity Reports, Customer Database monitoring, Line Target Updates, and Out of Stock Reports.
- Ensure all other reports & requests from the management are sent within the deadline stated.

Rules & Regulations
- Implementing all company policies and procedures related to pricing, discounts and other relevant issues.
- Ensuring sales, budgets and targets are kept confidential.

Requirements

- Any National
- Experience: 2-3 Years’ experience in Sales.

About the Company

Mosaic-Holding owns and franchises high-end retail premises and business ventures in the home, gift and food markets. We have developed a new concept of shopping for the discerning buyer with a focus on excellence and originality. Our first venture in Abu Dhabi is Bits and Pieces.