About this role
Job Purpose
Drive overall Centrepoint sales by collaborating with store supervisors from 4 concepts. Control costs through commercial, operational, people and customer service excellence. Leads by example to ensure all customers receive exceptional service through effective management of the store team. Invests time, energy and enthusiasm developing all team members.
Key Responsibilities
Customer
• Strategizes and creates a great store environment to attract Customers • Ensure store layout and merchandize meet concept standards and provide right customer experience • Leads by example and ensures a consistent, seamless, exceptional customer experience across all channels • Continues to expand the Shukran loyalty database and maximize sales potential for Shukran • Has a clear understanding of the store customer profile, the local trading environment and market trends • Efficiently manages the multi-brand manpower pools to ensure maximum operational and customer service coverage • Thinks “Customer First”. Accountable for any feedback received from customers and prioritizes escalations • Responsible to drive Customer Recovery in case of unsatisfied customers • Responsible to increase NPS / Mystery shopping metrics, analyses result periodically and takes corrective action • Embrace digital technology introduced at stores to create a positive customer shopping experience.
Commercial
• Proactively works with individual concept teams to exceed sales targets for concept and overall CP • Analyses business reports to drive key actions for self, team and business • Maximizes the Average Transaction Value, Units Per Transaction and Customer Conversion • Accountable for minimizing shrinkage and has an on-going Stock Loss Action Plan • Efficiently Manages controllable costs/ expenses • Effectively manages store inventory • Executes promotions/ events/ concept campaigns to drive revenue and targets and provides feedback for reviews • Periodically analyses competition on Range, Quality of staff, Execution excellence and customer service and shares information with the relevant stakeholders • Communicates business drivers, merchandise and quality issues, Store Profiles and catchment and other related information to concept manager • Monitors best sellers (NOOS, AIS) and zero sellers and takes appropriate action to focus on sales and avoid stock outs
People
• Responsible for deployment of all store staff • Accountable for managing performance of team members by setting goals and conducting quarterly reviews • Coaches & provides development feedback to team. Ensures all members have an Individual Development Plan. • Drive a learning-culture under 70:20:10 learning framework (70% - on the job, 20%- coaching and feedback, 10% - formal learning through classroom or LMS), Develop team skills by driving learning through OJT and assessments • Has an agreed Succession Plan with Line Manager • Ensures that staff are trained on product, customer service and competent on SOPs within the stores • Ensures Company Code of Conduct, local labour laws and all HR Policies are adhered to by all team members • Reduce store staff attrition • Acts as a custodian of LMG Values.
Process
• Responsible for Store Audit processes and has an Action Plan to ensure a satisfactory store audit result • Ensure smooth goods receipt at the back store by enabling single receiving across all concepts • Complies with Health & Safety and Security requirements, as per company guidelines and local law • Maintains Concept visual merchandising and layout guidelines • Complies with all ORPOS / SIM / System guidelines
-Ability to engage and communicate with Senior Leaders.
-The ability to work with and influence people at all levels.
-Results oriented with excellent communication & interpersonal skills.
-The ability to coach and develop others.
-Strong team player.