SHOP MANAGER

Job Summary/Purpose:

• Play a critical role within the Operations Management Team
• Be responsible for the development and retention of a Team of retail staff and supervisors
• Be accountable for development of the business, achieving both sales and productivity targets within his/her Store
• Communicate clear objectives and expectations on service excellence, productivity, managerial behaviours, and accountability to his/her Team
• Promote the VISION - MISSION - CORE VALUES - POLICIES of the company, through concrete managerial actions
• Work in close collaboration with Senior Store Manager/Assistant Area Manager /Area Manager, and with the support services Teams

Responsibilities:

Staff Management

• Conduct effective communication: One/One, Team briefing/Motivation, Appraisal, Behavior Management from coaching & constructive feedbacks - counseling - conflict resolution - warning to contract ending
• Motivate, recognize, empower and challenge the team on a daily basis (quantitative and qualitative aspects)
• Adopt an open attitude and apply situational management
• Communicate and develop a culture of feedback and follow up
• Participate in recruiting of retail staff and supervisors in collaboration with HR and Area Managers
• Check and make sure the new staff training is followed up
• Create and implement development plans for retail staff and supervisors
• Implement a structured & consistent coaching process, weekly/ monthly, through quantitative & qualitative observations
• Able to give constructive feedbacks to staff with On the Spot coaching approach
• Conduct participative appraisals on a mid-yearly & yearly basis based on structured observations and performances
• Identify and communicate training needs to AM and ACE Team
• Plan manpower in advance: monthly/weekly rosters, leaves with validation from AM/AAM, and work in collaboration with AM/AAM on the manpower needs
• Control hours, attendance, coverage and productivity with AM and HR
• Check and control daily duties and responsibilities
• Check and monitor that manpower is effectively organized and allocated per hour to maximize sales
• Lead by example to motivate the team, with regular and appropriate presence on the selling floors
• Maintain favorable working relationships with all employees to promote a cooperative, enjoyable working environment while managing attrition for the assigned store

Service Excellence

• Accountable for customer satisfaction with service provided in his/her store
• Accountable for the application of the Retail Excellence in the store
• Meet the standards, goals and KPIs set by company through scoring program management
• Develop a keen knowledge on trends, products, and collections
• Participate in the transfer of knowledge to the team, providing fashion advice to customers
• Understand customer needs, seek multiple ways to meet customer requests or needs, maximize sales
• Identify customer profiles of the store, report accordingly to the AM/ Inventory
• Handle complaints and difficult situation with customers
• Liaise with the Customer Service Department to follow up on customers feedback and actions

Strategic Business Excellence

• Responsible for driving the assigned store to achieve targets: sales, conversion, QPR, stocks accuracy
• Responsible for driving both individual and team performance
• Analyze his/her weekly & monthly stores reports (Sales, KPIs and P&L)
• Propose & implement specific, regular & timely actions plans to reduce gaps, achieve sales and productivity targets
• Include the Team in the decision process, share objectives and ideas, ensures an empoweringfollow-up
• Measure results, achievement and gaps, why and propose correctives timely actions to AM/OM
• Report specifically and accurately quantitative and qualitative information to AM/OM
• Prepare and participate in business reviews
• Identify wastage/opportunities on controllable components and devise costs saving options

Store Presentation management

• Ensure that stores adhere to the visual merchandising guidelines and instructions set by company
• Identify good practices and areas of improvement with the Team
• Maintain store image though consistent & detailed housekeeping as well as staff compliance according to grooming standards
• Liaise with the VM Department on follow up of actions in stores

Stock & Merchandise management

• Feedback operations needs and observations on inventory on a weekly, monthly basis, seasonal basis
• Work with Inventory Team to manage and maintain healthy inventory levels at stores levels, ensure sufficientand appropriate stock levels for all categories (bags, shoes, accessories)
• Check the efficiency of delivery/receiving/ workflow and organization with team, logistics and inventory
• Responsible for the general in store room maintenance and stocks accuracyof assigned store
• Knowledge of local competitors: products, pricing, merchandising, customer profiles
• Filter and use the product feedback from the team on best sellers and slow movers
• Analyze the collection suitability for the market and store
• Give feedback to Inventory department on products suitable for the store
• Communicate action plans to achieve and improve the sales in comparison to last year sales

SOPs & Administration

• Ensure that all the processes are applied in stores and in compliance with Legal, Safety, HR, VM, Inventory, Stock organization, POS & datas accuracy
• Challenge current processes to ensure efficiency, effectiveneness and welfare of the team
• Participate in updating the Standard Operating Procedure Manual (SOP)
• Work in collaboration with the AOSM in the implementation of the back-end processes and planning follow-up
• Ensure all relevant documents & administration duties are being performed at stores level or communicated on time for various departments such as Human Resources, Distribution/Inventory, Finance and others relevant to the general operation of the stores
• Work in collaboration with the AOSM on the follow up of the Administration of his/her Store
• Check the work quality and efficiency of sub-contractor or external supplier.
• Control the store expenses with AM

Requirements:

• Preferably a Diploma in Retail Management or related field of study
• Minimum 2 years of experience in managerial roles (managing both staff and supervisor level, and high volume of sales) preferably in retail operations
• Result orientated
• Passionate about retail operations
• Result orientated, goal achiever with an hands on approach
• Able to work within a Team of managers
• Able to communicate effectively in a multicultural environment (workforce, peers and customers)
• Strong customer focus
• Organized, structured, able to plan operations activities with autonomy, manage own time
• Keen sense of fashion and a passion for the fashion industry, well groomed
• Flexible, able to withstand retail hours and work on weekends and public holidays