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Purpose: To support the Store Manager in managing the store operations, leading and developing the team and ensure excellent customer service is provided to achieve sales and overall profitability. Be accountable for the store operations in the absence of the Store Manager.
| Key Results Areas |
Key Performance Indicators |
| To drive and manage the sales performance and profitability of the store |
- Achieve sales focus targets
- Ensure all promotional activity is planned and in place.
- Is aware of the store costs and supports the Manager to control them.
- Has thorough knowledge of customer's needs and is aware of competitor activity, is proactive and takes action to protect and secure sales.
- Feedback commercial issues affecting their store to the District Manager.
- Identifies ways to improve sales and service.
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| Ensure the store team provide excellent service to our customers |
- Strive to approach every customer on the sales floor
- Ensure the team have up to date product knowledge and communicate current and future offers to all customers.
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| Recruit, train and develop a successful team |
- Recruit profile of Customer Service Representative to reflect Company standards
- Establish and agree action plans to achieve performance standards.
- Train the store team to achieve customer service best practice, improve product knowledge and selling skills to achieve targets.
- Staff training and development records are supported and up to date.
- Provide direction to the store team of Company, District and store objectives.
- Delegate to ensure each team member has clear objectives for each shift.
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| Manage and maintain the store operating standards |
- The store appearance and cleanliness is to company standards.
- Store team's appearance in line with uniform policy.
- Maintains all legal requirements such as Video Recordings Act, Data Protection and Health & Safety
- All displays and merchandising are implemented and maintained to Company standards
- Ensure the company's internal audit procedures are implemented in store.
- Ensure the store's cash & banking procedures are adhered to.
- Ensure the store stock rotation and control procedures are maintained.
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Key Attributes
Sales Operation
- Consistent delivery and achievement of targets
- Establishes effective relationships with customers
- Identifies and responds to customer needs to achieve sales
- Demonstrates how to successfully gain commitment from staff to achieve goals
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People Management
- Provide direction for their team with a hands on approach
- Continually develops team, provide constructive feedback, praise and encouragement.
- Manages performance both good and bad.
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Commercial Awareness
- Is aware of the current market place/trends and has thorough product knowledge.
- Has an understanding of competitor activity and strives to remain ahead.
- Knows the business and local surroundings.
- Understands the needs of the business and is proactive in achieving them.
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Communication
- Understands the importance of communication to achieve results.
- Is able to communicate at all levels in any situation.
- Uses all available resources to update the team.
- Is confident and able to adapt style and approach.
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Person Specification
Essential criteria
- Proven experience in retail or service industry sector
- Proven track record of delivering results
- Proven experience of managing and leading a team
- Proven track record of training a team
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Key Attributes
- Passionate about retail sales
- Thrives on delivering excellent customer service
- Enjoys motivating and leading a successful team
- Has an adaptable and natural style of communication
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Key Contacts
Internal
- RDO and District Manager
- Store Manager/Assistant Manager and colleagues
- HRBP, LDO and District Trainer
- Regional Office and Support Centre
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External
- Customers
- Suppliers
- Trading Standards
- Contractors
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