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Job Description
The job holder will be responsible for 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.Customer FocusEffective resource planning for customer serviceEnsure regular training of store staff on all aspects of customer service,product knowledge and selling skillsImplements a high standard of customer focus within the storeRegularly assesses customer service standards within storeCreate seamless customer service orientation among store employees by ensuring timely and efficient customer serviceEnsure customer needs are met and complaints/queries are resolved in a timely mannerAssess mystery shopping feedback and prepare action plan for improvementSales and Commercial ProfitAchieve the revenue targets for the storeAchieve target productivity metric ( sales per person per day, staff per sqft) for the storeActively seeks ways to achieve or exceed shop sales targetsMonitor and control expenses ( overtime, local,stock and consumables) through efficient store operationsInterpret and act on operational profit and sales reports generated through finance and focus on improving under-performing areasMonitor 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 staffShop Keeping and Store Standards Ensure accurate stock merchandise and management (stock ageing , stock loss, space management)within the storeOversee 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 feedbackOversee 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 opportunitiesEnsure the company policy and procedures are communicated in a timely manner and adhered to accordinglyOversee cash transaction entry and management ( petty cas, pos cash elements, change floats)Regularly audit own store administration and resolve any issuesMonitor 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 policyMaintain high standards of visual appearance throughout the store including all non-retail areasMaintain window and in-store displays to a high standard in line with merchandising guidelinesPrepare and review store reports on sales, commercial profit and stock ageing (slow moving, fast moving and non moving items)Execute price revisions within the storeMaintain a high level of store health and security for company assets, cash, stock and customer propertyEnsure seasonal peaks, important trading/promotional events are taken account of when preparing forecasts and staff rostersPeople ManagementEnsure store expectations and priorities are communicated to staffReview and provide regular feedback on staff?s performance against expectationsCarry out regular and relevant in-store training and enrol staff on relevant Learning and Development coursesSupport induction of new recruits through buddy systemMonitor staff welfare ( staff accommodation and transport) and facilitate complaint resolutionOversee staff development and drive motivation levels of the store associatesEnsure effective resource planning and succession planning
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