Job Description
What you will do:-
Description of Accountability:
Customer Service
- Daily coaching of colleagues to maximise impact at department level and developing all employees to deliver world class service.
- Responsible for protecting the Customer Journey whilst duty managing, prioritising and co-ordinating the store objectives to maximise the customer experience
- Replying to all customer feedback and following up actions within the department on a daily basis
- Delivers friendly, knowledgeable and efficient service within the department including sight lines, sizing and one to one customer interaction
- Delivers friendly, knowledgeable and efficient service within the department.
Store Operations
- Ensure store opening and closing procedures are adhered to.
- Ensure Store cover is planned and implemented properly.
- Implement company visual guidelines, layouts and timescales within your department and ensuring clear sight lines and clear navigation throughout the department
- Conduct daily floor walks generating positive sale driving actions and coach colleagues around conversion, basket drivers and profit optimisation
- Cash line procedures are adhered to and controls are implemented (employee purchases, returns, damages, etc).
- Safety procedures need to be implemented in line with company policy.
- Adherers to Standard Operating Procedures (SOP) manual on day to day basis
People Management
- Newcomers and staff are properly inducted and trained.
- Manage department colleague's Performance Development Reviews (PDRs)and handle all relevant HR issues on a timely manner in accordance with company policies and procedures
- Effectively manages conflicts & motivating colleagues to perform to their best of the abilities
Skills
Required Skills to be successful:-
- Knowledge of customer service principles and processes
- Knowledge of sales principles
- The ability to lead and motivate a team
- Excellent communication and 'people' skills
- A strong commitment to customer service
- The ability to work under pressure and handle challenging situations
- Confidence, drive and enthusiasm
- Decision-making ability and a sense of responsibility
- The ability to understand and analyse sales figures
- Good MS excel and word skills
- Some heavy lifiting
What equips you for the role:
- High School or Bachelor Degree
- 5-7 years’ experience in in similar role with Retail sales background.
- Retail Background
- Acumen and the ability to communicate with individuals at all levels
- Taking Initiative
- Drive for Results
- Good communication skills (verbal and written)
- Strong/excellent attention to detail
