Head of Digital Operations
4 weeks ago
The Counter Manager is responsible for driving sales turnover and market share through the creation of a consumer-focused culture. They will achieve this by leading a highly engaged team to consistently deliver brand expectations on sales and service, operations, and product.
Key Responsibilities- Recruit, lead, coach, and develop a high-performing team to deliver brand expectations.
- Ensure the brand image is reflected through all brand standards.
- Review staffing rotas to ensure staffing levels meet expected service levels.
- Communicate and review daily/weekly targets, taking appropriate action where necessary.
- Ensure team awareness of additional sales avenues, including eventing, Omni, and digital channels.
- Keep up to date with competitor activities and missed opportunities.
- Effectively use and encourage team use of social media to drive business, protect, and enhance brand image.
- Deliver brand strategy, ensuring delivery of an effective local plan.
- Plan and implement local marketing and events initiatives, aligned to retailer activity.
- Use education team strategy to ensure team is up to date with product knowledge and skill sets.
- Deliver excellence in execution of service, ensuring measures are in place to continually and visibly improve service levels.
- Be an ambassador for the brand, leading 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.
- Deliver brand education via digital tools and resources to upskill point of sale teams.
- Develop and drive up-to-date knowledge of product with teams to ensure industry-leading experience.
- 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.
- Develop talent and capabilities of the team, promoting a culture of development through coaching and feedback.
- Provide clear goals and expectations to help and support the team to achieve and maintain required standards.
- Ensure absence is managed according to company attendance policy.
- Identify skills gaps and training needs of team, ensuring training is received using existing company tools.
- 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.
- Plan and communicate to ensure delivery of excellent standards at all times.
- Review retail standards on a daily basis and communicate company expectations to the team.
- Ensure deliveries, stock movements, and associated administration are completed within agreed company timeframes.
- Ensure all auditable processes and administration are actioned according to company guidelines.
- Ensure all information requests are fulfilled accurately and within deadlines.
- Minimise stock loss by ensuring all company security policies and procedures are implemented correctly.
- Create and maintain a safe working environment for consumers.
- Ensure all team members are aware of their health and safety responsibilities.
- Manage daily replenishment, taking appropriate action where necessary.
- Maximise sales performance by utilising commercial reports.
- Plan and communicate visual merchandising layout, ensuring it is completed to guidelines and within agreed timescales.
- Identify stock package issues and take corrective action.
- Effectively manage all promotions and discounts, ensuring they are actioned in line with company guidelines.
- Essential
- Experience in a fast-paced retail and/or consumer-facing environment.
- Ability to drive self-development.
- Supervisory experience.
- Commercial understanding and awareness of industry.
- Effective communication, organisational, prioritisation, and delegation skills.
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