Team Leader - Customer Relations (Stores)

Job description / Role

Customer

- Implement a high standard of customer focus and ensure an outstanding shopping experience for our customers in the store
- Monitor and continually seek to understand the commercial environment, market trends, competitor activity and service offers in the retail sector and their impact on store
- To have a clear understanding of our store customer profile (key demographics such as, age, nationality and gender), their shopping behaviors and needs
- Responsible for regular assessment of customer service standards and timely resolution of complaints / queries within the store, in line with Company policy
- Collaborate with the Store team to analyze and action insights on customer shopping experience gathered through in store customer interactions and monthly mystery shopping feedback
- Responsible for clear and updated customer guidance in the store
- Build strong customer relations through optimizing the potential of our Shukran program

Offer

- Perform regular floor walks and ensure compliance to manuals and Home Centre service levels and standards
- Ensure availability and effective functioning of all Home Centre services and shopping tools in the store
- Adopt a friendly and responsible approach with our customers and ensure efficient and effective handling of customer complaints, refunds, goods exchange, returns in line with the Company policy
- Monitor waiting time for customers, propose solutions and work with the store team to improve scheduling and reduce the waiting time
- Responsible for ensuring fast and convenient payment process in the store
- Ensure compliance to operations guidelines related to customer service, store operations, back end and cash office as per the manual
- Conduct regular departmental self-audits, review and analyze the feedback and prepare action plan to take corrective measures
- Maintain high standards of visual appearance throughout the store
- Work with the Store Manager and team to ensure a friendly and homely shopping experience for customers and their families in the store
- Maintain Health & Safety standards and ensure that there is a safe and secure environment in the store for visitors and co-workers.

Commercial Performance

- Drive retail KPIs and operation standards to achieve and maximize productivity targets

People

- Work with Team in the store to identify performers and provide training and on the job coaching
- Responsible for delivering Early Morning Training sessions and IST training & development program to all store staff and provide related monthly reports

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.