Reference
SGZ
Sector
Store Management
Salary
Competitive
Town/City
Singapore
Contract Type
Full time
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OBJECTIVE
• To maximize sales by striving to be the best at providing excellence in Client Service, Visual Presentation and creating a memorable brand experience
POSITION PURPOSE
• To lead, train, manage, motivate, and develop the store team to achieve sales in line with set targets.
• To ensure that the team is creating a lasting client relationship with both new and existing clients.
• To provide exceptional service levels to ensure that clients enjoy an elevated luxury shopping experience
KEY RESPONSIBILITIES
SALES:
• To execute the brand’s “Shopping Experience” training program
• To ensure client satisfaction is achieved by all team members
To achieve the required consistent standard sales & the brand expectations of KPI’s as follows:
• Sales = LY, STD, YTD and Targets
• Salaries = Wage’s budget
• Shrinkage to budget
• Link sales (multiple sales)
• Average $ per transaction
• To analyze the store sales and take necessary action to maximize sales opportunities
• To build solid client relations and generate a returning Client base
• To provide weekly feedback to the B&P team concerning stock issues that may impact sales in store
• To effectively monitor sales by category and by season in order to request stock and increase the sales of the store
• To proactively build personal relationships with high value clients
• To develop the store team to understand clients’ fashion and lifestyle preferences
• To identify clients’ expenditure and trends season on season, and provide feedback to the B&P team follow up with the relevant strategy
• To provide B&P weekly feedback on allocations, consolidations, and replenishment in order to increase and maximize sales
• To be aware of any competitor activity to ensure the brand is competitive in the marketplace
• To ensure that all team members achieve a superior standard of product knowledge to maximize sales
CLIENTS RELATIONS AND DATABASE
• To ensure that all team members are acquiring and growing the client database through engaging and maintaining professional client relationships ensuring full compliance with local legislation
• To ensure that accurate client details are added to database
• To ensure that team members communicate with their client database on new launches, re-cuts and pre-orders or stock transfers.
• To ensure that all team members organize appointments in accordance with the launches, recuts, and
CRM
• To utilize CRM platform to organize appointments and any service communication with clients
• To created detailed client profiles on CRM platform, logging communication and setting reminders to assist in client development
• To utilize CRM platform to send clients “Thank you” after each transaction
RECRUITMENT
• To ensure that candidates are interviewed in accordance with the brand’s guidelines
• To provide feedback on each candidate to the line manager and ensure that the recruitment is done in accordance with the brand’s expectations
• To identify, select and recruit team members in accordance with the brand’s expectations
• To ensure that the Privacy Permission form is filled and signed by the applicant
• To ensure that Reference Checks are conducted with at least two referees
• To ensure the contract is organized through HR Department prior to the team member’s start date
• To ensure that the contract is signed and sent back to HR Department prior to the team member’s start date
• To ensure that New Team member Form, all banking information and other required details are emailed to HR Department on team members first day
TRAINING AND DEVELOPMENT
• To successfully lead and develop a high performing team that achieves individual and team sales results, builds strong team morale and a positive workplace attitude
• To consistently provide leadership, set an example and be role model for all team members
• To motivate and coach all team members to achieve their maximum potential
• To provide consistent feedback to the Assistant Manager & the team on their performance including conducting appraisals and performance development plans
• To follow company’s guidelines when team member performance does not meet expectations
• To ensure team members are scheduled in accordance with the business needs and KPIs
• To identify the succession plan required to develop strong career paths for all team members in collaboration with Line Manager
• To train all team members following the Onboarding Schedule in Style Suite
• To ensure that every team member is completing all the trainings on the Style Suite and Learning in accordance with the deadlines
• To use “Brand Overview” to train new and current team members
• To use the “Shopping Experience Training Overview” to train new and current team members on the Shopping Experience expectations, and it is followed thoroughly
• To use the “Visual Merchandise Overview” guideline to train new and current team members for standards to be followed thoroughly
• To create an enjoyable working environment which promotes passion, focus, results, and inclusivity
• To maintain a professional appearance reflective of the brand image
• To ensure that the brand’s expectation in all areas of Shopping Experience, Product Knowledge and Store Presentation are achieved
• To ensure all team members are trained on, understand, and follow Policies and Procedures
• To achieve attendance and punctuality in every shift
• To ensure all Point-of-Sale procedures are followed
• To attend Product Night trainings and in order to be familiar with the product knowledge, benefits, and features, VM and stock presentation expectations
• To complete all trainings in Style Suite and Learning
• Communicate with Field Trainer, Line Manager, and other Retail Department leaders to support with the ongoing training and development of the store team
VISUAL MERCHANDISING & STORE MAINTENANCE
• To prepare, manage and execute the Visual Merchandising launches alongside the Assistant Manager
• To ensure that a consistent high standard of Visual Presentation is achieved and reflective of the brand directive
• To ensure Window plans and seasonal floor plans are followed thoroughly
• To ensure weekly VM photos are completed in line with set time frames and as per P&P
• To ensure that any changes requested by the VM Team are done accordingly and in a timely manner and new photos are submitted in accordance with the deadlines
• To have the correct VM tools in store, including sale signage and stickers
• To manage the markdowns as per VM guidelines
• To ensure that any required store maintenance is emailed to the Visual Merchandising Department, logged in Style Suite and a temporary solution is in place until the issue is resolved
STOCK INVENTORY & LOSS PREVENTION
• To have a thorough understanding of the procedures relating to loss prevention
• To ensure stock levels in AP21 are accurate and discrepancies are investigated in a timely manner
• To have a high level of awareness of the store’s SOH and ensure team awareness
• To ensure that “Goods in Transit” are received in the system as soon as the physical stock arrives in store
• To ensure that Goods in Transit are checked daily and any transfer in transit older than 7 days is investigated immediately
• To ensure the Stock Reservations are checked daily and any outstanding Reservations older than 48hrs are removed, or updates are sent to Online Store, Buyer and Regional Manager if the Reservation requires extension
• To manage client consignment and stylist stock on loan as per P&P
• To ensure that if a theft occurs in store a thorough investigation is in place and Centre Management, Police, Stock Controller and Retail Director are advised
• To ensure if a theft occurs a Police Report is sent to Stock Controller, Regional Manager and Retail Manager
• To ensure all team members have their bags checked before leaving store at any time
VIP & CENTRE EVENTS
• To successfully execute VIP in-store shopping experience events, including achievement of sales KPI and client acquisition in-line with the VIP in-store shopping experience event calendar
• Communicate with client base and local network to propose event host for in-store shopping events or in the lead up to a Centre event
• Coordinate with VIP Manager and PR team the event details in line with guidelines
• Manager RSVP’s and guest list
• Complete and send VIP Event registry and summary post event
COMMUNICATION
• To ensure all communication carried out in store is done so in line with P&P
• To ensure all communication from other stores, Head Office and Management is responded to in a timely manner, or as required
• To communicate all retail activity calendar updates to team members to ensure the team are aware of any changes and can provide correct information to clients accordingly
ADMINISTRATION
• To manage Top Spender and Client Spend to Date reports
• To maintain updated client database information
• To manage and control the Weekly and Monthly expenses relevant to your role.
• To ensure that administration is carried out accurately and efficiently in line with the brand’s Policy and Procedures
• To ensure that all reports are to be action in a timely manner
• To complete timecards/timesheets on a daily basis and in line with payroll
• To attend Conference Calls when organized
• To contribute to the store’s weekly summary
ONLINE ORDERS
• To ensure Online orders are processed in accordance to the brand’s “Online Store Policy and Procedure”, without exception and with 100% accuracy
• To ensure the Online orders received prior to 2pm are dispatched from the store that day (we have now introduced a 12 order per day bandwidth in the US – 3 orders per hour 4 hours a day.
• Should we take the 2pm point out as at times the store has over 12 orders in their queue)
• To ensure there is no incidence of negative feedback from Online Store clients and orders are packed and shipped with 100% accuracy
• To manage Online returns to store with the aim of achieving a positive outcome
HEALTH AND SAFETY (OSHA/WHS)
• To promote and always uphold the non-negotiable standards of the occupational health and safety policies and procedures
• To ensure any incidents related to occupational health and safety are reported to the Retail Director and HR in an appropriate and timely manner
KEY PERFORMANCE INDICATORS
• Achievement of sales, salaries, shrinkage, link sales and average $ per transaction targets
• Client Satisfaction is consistently achieved
• Online Order Client Satisfaction is consistently achieved
• Achievement of 85% conversion of Thank You notes to sales transactions
• 100% accuracy of all clients’ details added to the database
• New Client Acquisition (Opt In) weekly store target is consistently achieved.
• Execution, sales achievement, and client acquisition through VIP in-store shopping events
• Outreach through CRM platform to the top 50 clients ensuring full compliance with local legislation prior to any launch
• Attendance and Punctuality
• Team Morale and Positive Workplace Environment
• Stores costs are controlled according to budget
• Timesheets are submitted/approved with accuracy and in a timely manner
• Team Members are developed through training and mentoring
• Succession plans are in place for Team Members
• 100% completion of the Style Suite and Learning by Team Members as per P&P
• Store visual presentation meets the guidelines
• Policy and Procedures are adhered to
• No client complaints
• 100% accuracy in all dispatched Online orders is achieved
• All Online orders received before 2pm are dispatched in the required timeframe
• No Online Store client complaints
Only shortlisted candidates will be notified.
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