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Retail Store Manager

2 months ago

Reading, Reading, United Kingdom Jo Malone London Full time
Job Summary

The Counter Manager is responsible for driving sales turnover and market share through the creation of a consumer-focused culture.

Key Responsibilities:

  • Recruit, lead, coach, and develop a highly engaged team to consistently deliver brand expectations on sales and service, operations, and product.
  • Ensure the brand image is reflected through all brand standards.
  • Review staffing rotas to ensure that staffing levels in all areas are in line with the counter to meet expected service levels.
  • Communicate and review daily/weekly targets, taking appropriate action where necessary.
  • Ensure team awareness of all additional sales avenues, including eventing, omnichannel, and digital channels.
  • Keep up to date with competitor activities and missed opportunities.
  • Effectively use and encourage the team's use of social media, leveraging opportunities to drive the business, protect, and enhance the brand image.
  • Deliver the brand strategy, ensuring the delivery of an effective local plan.
  • Plan and implement local marketing and events initiatives, aligned to retailer activity.
  • Using the education team strategy, ensure the team is up to date with product knowledge and skill sets to enable team members' success.
  • Deliver excellence in execution of service by ensuring measures are in place to continually and visibly improve service levels, creating a zero consumer complaints mindset and a surprise and delight culture.
  • Be an ambassador for the brand – lead the way to ensure brand values are represented and brought to life.
  • Ensure all refunds and complaints are managed in line with company guidelines and to a mutually satisfactory conclusion, informing/consulting with the area sales and education manager where appropriate.
  • Deliver brand education via digital tools and resources available to upskill point of sale teams.
  • Deliver a consumer recruitment and retention strategy to grow a loyal consumer base.
  • Develop and drive up-to-date knowledge of product with teams to ensure we deliver an industry-leading experience and the product meets the consumer's needs.
Team Management

Key Responsibilities:

  • Demonstrate ELC leadership qualities, acting as a role model at all times.
  • Recruit, induct, retain, and develop high-calibre team members in line with company processes.
  • Ensure all team members are aware of company standards, policies, and procedures that relate to their role.
  • Develop talent and capabilities of the team, promoting a culture of development through coaching and feedback, acting as a role model at all times.
  • Provide clear goals and expectations to help and support the team to achieve and maintain the required standard of conduct and job performance, following the company performance management procedures where necessary.
  • Ensure absence is managed according to the company attendance policy.
  • Identify skills gaps and training needs of the team, ensuring training is received utilizing existing company tools effectively.
  • Communicate effectively with the team, ensuring appropriate cascade of information and creating a culture of high engagement.
  • Conduct performance reviews with the team, in line with company guidelines to identify strengths and development needs, taking appropriate action to support development or below-standard performance, setting clear objectives.
Operations

Key Responsibilities:

  • Plan and communicate to ensure the delivery of excellent standards at all times (product, housekeeping, displays, messaging, pricing).
  • Review retail standards on a daily basis and communicate company expectations to the team to ensure standards are maintained.
  • Ensure deliveries, stock movements, and associated administration are completed within agreed company timeframes.
  • Ensure that all auditable processes and administration are actioned to company guidelines and take corrective action in highlighted areas of risk.
  • Ensure all information requests are fulfilled accurately, within deadlines set.
  • Minimise stock loss by ensuring all company security policies and procedures are implemented correctly and followed.
  • Create and maintain a safe working environment for consumers, ensuring that all team members adhere to company and retailer policies and procedures.
  • Ensure that all team members are aware of their health and safety responsibilities, and all areas of operational activity achieve a minimum overall grading of 'Acceptable' during audits.
Commerciality

Key Responsibilities:

  • Manage daily replenishment, taking appropriate action where necessary.
  • Maximise sales performance by utilising all commercial reports before making commercial decisions.
  • Plan and communicate the visual merchandising layout, ensuring it is completed to guidelines and within agreed timescales.
  • Identify stock package issues, and take corrective action, informing the area sales and education manager when out of direct control.
  • Effectively manage all promotions and discounts, ensuring they are actioned in line with company guidelines.
  • Encourage teams to identify trends and make suggestions to enhance product performance.
Qualifications

Essential:

  • Experience in a fast-paced retail and/or consumer-facing environment.
  • Ability to drive self-development.
  • Supervisory experience.
  • Commercial understanding and awareness of the industry.
  • Effective communication, organisational, prioritisation, and delegation skills.