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Job Description
POSITION OBJECTIVE
The job holder will be responsible for assisting the Store Manager in managing the P&L and driving sales for the store through efficient store operations, visual merchandising, customer service delivery, motivation and retention of store personnel and adherence to company norms.The job holder is also responsible for sponsoring and coaching the team.
Key Responsibilities
1.
Customer Focus
Effective resource planning for customer service.
Ensure regular training of store staff on all aspects of customer service,product knowledge and selling skills.
Implements a high standard of customer focus within the store.
Regularly assesses customer service standards within store
Create seamless customer service orientation among store employees by ensuring timely and efficient customer service.
Ensure customer needs are met and complaints/queries are resolved in a timely manner
Assess mystery shopping feedback and prepare action plan for improvement
2.
Sales and Commercial Profit
Achieve the revenue targets for the store.
Achieve target productivity metric ( sales per person per day, staff per sqft) for the store.
Actively seeks ways to achieve or exceed shop sales targets.
Monitor and control expenses ( overtime, local,stock and consumables) through efficient store operations.
Interpret and act on operational profit and sales reports generated through finance and focus on improving under-performing areas
Monitor sales performance against last year, last week and budget on a daily and weekly basis and to give feedback to managers and also to communicate to staff.
3.
Shop Keeping and Store Standards
Ensure accurate stock merchandise and management (stock ageing , stock loss, space management) within the store.
Oversee and monitor all point of sales activities in the store which includes – sales transactions, tracking customer orders and payments, registering sale and maintaining inventory updates, providing service, handling returns and refunds, gathering consumer data for feedback
Oversee and monitor the inventory management in the store ( stock availabililty,order management, back store management, stock movement within store)
Ensure that the store is in compliance with the company policy for all employment and state laws, including wage and hour, human rights and equal employment opportunities
Ensure the company policy and procedures are communicated in a timely manner and adhered to accordingly
Oversee cash transaction entry and management ( petty cash, POS cash elements, change floats)
Regularly audit own store administration and resolve any issues
Monitor and continuously seek to understand commercial environment, local trading patterns, competitor activity and market trends in the retail sector and their impact on store.
Monitor and handle customer complaints and take corrective action in line with Company policy
Maintain high standards of visual appearance throughout the store including all non-retail areas
Maintain window and in-store displays to a high standard in line with merchandising guidelines
Prepare and review store reports on sales, commercial profit, and stock ageing
(Slow moving, Fast moving and Non-moving items)
Execute price revisions within the store
Maintain a high level of store health and security for company assets, cash, stock, and customer property
Ensure seasonal peaks, important trading/promotional events are taken account of when preparing forecasts and staff rosters.
4.
People Management
Ensure store expectations and priorities are communicated to staff
Review and provide regular feedback on staff’s performance against expectations
Carry out regular and relevant in-store training and enrol staff on relevant Learning and Development
courses
Support induction of new recruits through buddy system
Monitor staff welfare ( staff accommodation and transport) and facilitate complaint resolution
Oversee staff development and drive motivation levels of the store associates
Ensure effective resource planning and succession planning
