Job Purpose:
“To deliver an exceptional ** experience for every customer. To assist the Department Sales Manager in the day to day operations of their respective department and deliver optimum results by leading and developing their teams to execute outstanding standards, build sales, implement company policies and control costs”.
Key Accountabilities:
In addition to following **’s policies and procedures, key accountabilities include, but are not limited to:
Customer Service
1.To deliver consistent, friendly and responsive service and ensure the ** standards of service are consistently executed at all times
2.To take every opportunity to exceed the customers expectations by being proactive and providing unique moments of truth throughout the service cycle
3.To demonstrate a desire to understand and communicate the latest trends and fashion to customers and staff
4.To ensure that all sales are followed up with after sales service activities such as reserve, gift wrapping, dispatch and delivery, concierge service every time
5.To ensure there are sufficient staff available in the retail selling area at all times to provide expected standards of service and to build the business on all day parts
6.To collect feedback from customers and share this feedback with manager/other appropriate people
7.To handle and resolve customer complaints efficiently and courteously to the satisfaction of the customer
8.To implement a departmental plan, based on Mystery Shopper Feedback, to improve the customer satisfaction and increase their loyalty to **
Sales and Profit
1.To achieve agreed monthly sales and average transaction value targets for area of responsibility
2.To communicate sales targets and achievement against targets to the sales team on a daily basis
3.To be proactive in identifying selling opportunities that will help achieve the sales targets and increase the new customer database
4.To work with the supervisors to execute company promotions/events to maximize sales potential and profit within their area of responsibility
5.To communicate and work with CBO/Marketing/CRM on the logistics and planning for all promotions/events to ensure they are executed to standard and according to plans.
6.To communicate regularly with Central Warehouse and follow agreed procedures to ensure smooth distribution of merchandise at all times
Product Knowledge
1.To be able to provide the customer with product information that will enable them to make an informed decision about the item they wish to purchase
2.To be able to communicate confidently the unique selling points and the features and benefits of the product
3.To actively use this product knowledge to provide mix and match ideas for the customer and to up-sell to maximize the sales value
4.To identify and facilitate opportunities for additional training in product knowledge and mix and match to maximize the selling opportunities of each member of staff
Team Leadership
1.To demonstrate and reinforce the ** Vision And Values at all times and provide the necessary leadership to gain commitment from retail sales team
2.To identify and execute ways to increase employee’s loyalty, satisfaction and pride with the ** experience
3.To build and reinforce team spirit through reward and recognition and appropriate motivational activities
4.To know, enforce, and educate teams on all appropriate personnel policies, security and safety procedures
5.To monitor the training of new hires to ensure they meet the required standards in all aspects of their job within the 3 month probation period
6.To provide on job coaching to ensure that Supervisors are able to meet and exceed the standards and people management requirements of their role
7.To monitor and review performance of team with the Sales Supervisor and DSM, identifying individuals who are ready for promotion or require performance improvement plans
8.To complete and present performance appraisals based on defined goals and objectives for Supervisors in a timely manner
9.To manage performance of team on a daily basis and communicate areas of shortfall to the DSM/ Supervisor
10.To reward and recognise people for their achievements as appropriate
Housekeeping
1.To ensure daily housekeeping standards are maintained at all times through regular checks and on job training
2.To ensure visual merchandise presentation in line with VM Standards Manual is adhered to
3.To prevent stock and pilferage by being alert and working with the Store Manager and security on potential issues
4.To ensure cashiering function is performed to a high degree of accuracy
5.To ensure stock is continually replenished and a full range of items are available for the customer at all times
