Job Summary/Purpose:

play a critical role within the Operations Management Team
be responsible for the development and retention of a Team of retail staff and supervisors
be accountable for development of the business, achieving both sales and productivity targets within his/her Store
communicate clear objectives and expectations on service excellence, productivity, managerial behaviours, and accountability to his/her Team
promote the VISION - MISSION - CORE VALUES - POLICIES of the company, through concrete managerial actions
Work in close collaboration with SSM/Assistant Area Manager /Area Manager, and with our support services Teams

Responsibilities:

Staff Management

Conduct effective communication: One/One, Team briefing/Motivation, Appraisal, Behavior Management from coaching & constructive feedbacks - counseling - conflict resolution - warning to contract ending
Motivate, recognize, empower and challenge the team on a daily basis (quantitative and qualitative aspects)
Adopt an open attitude and apply a situational management
Communicate and develop the culture of feedback& follow up,
Participate in recruiting retail staff and supervisors in collaboration with HR and Area Managers
Check and make sure the new staff training is followed up
Create and implement development plans for retail staff and supervisors
Implement a structured & consistent coaching process, weekly/ monthly, through quantitative & qualitative observations
Able to give constructive feedbacks to staff with On the Spot coaching approach
Conduct participative appraisals on a mid-yearly & yearly basis based on structured observations and performances
Identify and communicate training needs to AM and ACE Team
Plan manpower in advance: monthly/weekly rosters, leaves with validation from AM/AAM, and work in collaboration with AM/AAM on the manpower needs
Control hours, attendance, coverage and productivity with AM and HR
Check and control daily duties and responsibilities
Check and monitor that manpower is effectively organized and allocated per hour to maximize sales
Lead by exampleto motivate the team, with a regular and appropriate presence on the selling floors
Maintain a favorable working relationship with all employees to promote a cooperative, happyworking environment and is sharing responsibility on the attrition rate for assigned store

Service Excellence

Accountable for customer satisfaction with service provided in his/her store
Accountable for the application of the Retail Excellence in the store
To meet the standards, goals and KPIs set by company. Scoring program management
Develop a keen knowledge on trends, products, and collections.
Participate in transfer of knowledge to the team, providing fashion advice to customers.
Understand customer needs, seek multiple ways to meet customer requests or needs, maximize sales.
Identify customer profiles of the store, report accordingly to AM/ Inventory
Able to handle complaints and difficult situation with customers
Liaise with the Customer Service Department on the follow up of customers feedbacks and actions

Strategic Business Excellence

Is responsible for driving the assigned store to achieve targets: sales, conversion, QPR, stocks accuracy
Is responsible for driving both individual and team performance
Analyzehis/her weekly & monthly stores reports (Sales, KPIs and P&L)
Propose& implement specific, regular & timely actions plans to reduce gaps, achieve sales and productivity targets
Include the Team in the decision process, share objectives and ideas, ensures an empoweringfollow-up
Measureresults, achievement and gaps, whyand propose correctives timely actions to AM/OM
Reportspecifically and accurately quantitative and qualitative information to AM/OM
Prepare and participate in business reviews
Identify wastage/opportunities on controllable components and devise costssaving options

Store Presentation management

Ensure that stores apply to the visual merchandising guidelines and instructions set by company
Identify good practices and areas of improvement with the Team
Maintain store image though consistent & detailed housekeeping as well as staff compliance to grooming standards
Liaise with the VM Department on the follow up of actions in stores

Stock & Merchandise management

To feedback operations needs & observations to inventory on a weekly, monthly basis, seasonal basis
Works with Inventory Team to manage & maintain healthy inventory levels at stores levels, ensure sufficientand appropriate stock levels for all categories (bags, shoes, accessories)
Check the efficiency of delivery/receiving/ workflow and organization with team, logistics and inventory
Is responsible for the general in store room maintenance and stocks accuracyof assigned store
Knowledge of local competitors: products, pricing, merchandising, customer profiles
Filter and use the product feedback from the team on best sellers and slow movers
Analysis the collection suitability for the market and store.
Give feedbacks to Inventory department on products suitable for the store.
Communicate action plans to achieve and improve the sales in comparison to last year sales.

SOPs & Administration

Ensure that all the processes are applied in stores and in compliance with Legal, Safety, HR, VM, Inventory, Stock organization, POS & datas accuracy
Challenge current processes to ensure efficiency, effectiveneness and welfare of the team
Participate in updating the Standard Operating Procedure Manual (SOP)
Work in collaboration with the AOSM in the implementation of the back-end processes and planning follow-up
Ensure all relevant documents & administration duties are being performed at stores’ level or communicated on time for various departments such as Human Resources, Distribution/Inventory, Finance and others relevant to the general operation of the stores
Work in collaboration with the AOSM on the follow up of the Administration of his/her Store
Check the work quality and efficiency of sub-contractor or external supplier.
Control the store expenses with AM

Requirements:

Preferably with Diploma in Retail Management or related fields of study
Minimum 2 years of experience in managerial roles (managing both staff and supervisors level, high volume of sales in $ & quantity) preferably in retail operations
Peopleorientated person
Passionate about retail operations
Resultorientated, goal achiever with an hands on approach,
Able to work within a Team of managers
Able to communicate effectively in a multicultural environment (workforce, peers and customers), in English
Mandarin speaking would be a plus to communicate with Mandarin speaking customers
Strong customer focus
Organized, structured, able to plan operations activities with autonomy, manage own time
Keen sense of Fashion and a passion for the fashion industry, well groomed
Flexible, able to withstand retail hours and work on weekends and public holidays

Charles & Keith (singapore) Pte Ltd