Retail Manager at Smart Partners

Job Description

• Promote the products and brand of the company to achieve maximum growth/sales potentials of the outlet. The role is responsible for the effective functioning of the outlet and the staff therein, including overseeing the outlet’s sales and marketing, financial records, storage, requisition and receipt of products.
• Department: Retail Operations
• Reporting Line: Sales Operation Manager
• Supervisor to: Store Sales Associates Trainee.

Responsibilities
Store Sales and Profitability Management:

• Drive store sales team in actualization of sales target in units and values.
• Responsible for driving store-based improvement strategy for growing store sales.
• Responsible for store section sales drive and profitability.
• Actively monitor the performance of slow-moving items while ensuring that all necessary actions to PUSH for their sale are being done.
• Support in managing the re-tagging of merchandise for reasons such as price adjustments, Promos and Discounts, etc.
• Responsible for driving inter-stores sales.
• Work with support services units in implementing recommendations that can increase store sales and reduce cost.
• Responsible presenting store profit and loss performance reports.
• Participate in store sales and expenses budgeting and target setting.

Store Management and Process compliance:

• Work with operation team to train sales associates on stores sales SOPs and also communicate new SOPs.
• Responsible for recommending SOPs amendment.
• Ensuring both self and team are knowledgeable and fully understand the stores SOPs.
• Train sales associates on stores sales SOPs and also communicate new SOPs.
• Responsible for recommending SOPs amendment.
• Ensure store opening and closing processes are followed.
• Oversee and ensure the daily activities of the store are carried out timely and in accordance to all laid out policies, processes and procedures in the store.

Store Team Management :

• Monitor, manage and appraise store team members on productivity and personal characteristics periodically by liaising with Retail operations and human resources.
• Ensure store team members adhere to dress code and store operational guidelines
• Maintain collaboration among the team in meeting store daily/weekly/monthly sales and operational targets.
• Encourage and maintain collaboration among the team in meeting store daily/weekly/monthly targets.
• Handle (manage/contain or escalate) conflicts/disciplinary issues in the store liaising with Retail operation and human resources managers.
• Allocate store team members to store sections (boys, girls, footwear and accessories) liaising with human resources manager.

In-Store Customer Engagement Management:

• Support and ensure that store sales team consistently provides a warm welcome and a friendly environment to each customer/prospect.
• Support and ensure that customers/prospects’ needs are met by outstanding product knowledge of upselling and cross-selling.
• Support and ensure that each customer interaction is maximized to deliver the sales target in units and value by the excellent selling skill of your team and the utilization of selling tools such as the Look-Book (tablet).
• Ensure the timely follow through on all other customer request/transactions such as exchanges, special request, customer order, lay away, alterations, etc. to a fulfilling conclusion.

Store Inventory management:

• Supervise and work Follow-through on the detailed and accurate receiving of merchandise into the store up to the confirmation of the store’s inventory balance and proper sign off, filing/archiving of all transfer documents
• Ensure all merchandise admitted into the store are in sellable condition, and that their corresponding tags indicate the right code, price and age/size.
• Ensure that merchandise is handled with the utmost care in display, storage and sales.
• Loosely with each store section manager to ensure that the minimum number of merchandises by category in complete looks/story is available in each section of the store by performing their daily functions from display in accordance to the look book and visual merchandising guidelines to sales and after sales management.
• Ensure the end-to-end monitoring of merchandise transferred out of the store until successfully pulled out of the store’s inventory with the sign off and filing of the returned MMF form.

Store Ambience & Visual Merchandising:

• Work with creative visual merchandising unit to ensure the stores’ window display is attractive and fully compliant to the given instructions per time/season.
• Work with creative visual merchandising unit to maintain a cool and conducive room temperature that is free from any form of foul/offensive odors.
• Work with creative visual merchandising unit to ensure lighting of the store is consciously maintained to avoid burnt-out bulbs or broken light fittings.
• Work with creative visual merchandising unit to ensure that the approved playlist is consistently played at the right volume.
• Ensure impeccable level of cleanliness of the entire store (Internally, externally and for all surfaces) at all times.

Store Level Brands and Marketing:

• Ensure daily footfall is accurately captured and submitted upward to Brands & Marketing unit.
• Ensuring clear and accurate information is passed out on ongoing campaigns or promos to customers and prospects.
• Ensure timely, detailed and accurate follow-through on executing promo or campaign directives/activities.
• Ensure effective and consistent distribution of fliers in and around the store environment per time/season to suite business needs.
• Ensuring the proper care, presentation and utilization of all brand communication/promo materials e.g. branded note books, fliers, signage’s, uniforms etc.

Store Assets, Health, Safety and Environment Management:

• Ensure that assets required and issued to the store are properly documented and accounted for at all times. Also ensure they are all maintained and put to the best use always.
• Ensure that consumables required for the optimal running of the store are available in the required quantities per time and utilized/administered/stored appropriately.
• Ensure to look out for damages/faults and manage such to timely and lasting fixes.

Store Till/Cash Management:

• Zero error rates in the scanning of selected merchandise per transaction. This includes but not limited to imputing wrong codes, selling at wrong prices, etc.
• Ensure that you utilize the Retail Software Supervisor rights issued you appropriately.
• Ensure that time taken in closing out customers transactions are met within the specified timeframes.
• Ensuring that customer registrations are actively done, that accurate data is captured following laid-down guidelines and that customers are accurately informed and educated about the benefits of the Loyalty scheme.
• Ensure that all transaction payments are taken fully and receipted for with zero error rates.
• Ensure that the push for more unit sales is continued at the till with add-on’s/accessories.
• Ensure our merchandise is presented to the customer in an attractive way by proper folding and bagging and are handed over to the customers in a courteous manner.
• Responsible to follow-through on all cheque transactions by carrying out the required actions until such transactions are closed out.
• Ensure to accurately manage the movement of cash from till to vault to bank with all due checks, sign-offs and witnessing.
• Securely protect cash sales and other valuables stored in the vault, and the entire management of the stores vault.
• Ensure that banking is done timely and in accordance with to laid-down policies/processes.

Store Business Reporting:

• Support and ensure the balancing and accurate communication of daily/weekly/monthly sales report to the appropriate parties.
• Responsible to ensure the escalation and follow-through of any discrepancy or anomaly in sales figures/balances.
• Responsible for providing daily sales reports.
• Responsible for providing weekly report of all selling activities/incidences.
• Responsible for providing monthly sales performance Report at Sales Meeting.
• Responsible for providing monthly, quarterly and annual Store Profit and Loss performance Report at Sales Meeting.
• Responsible to compile and maintain non-monetary reports and records.

Qualifications

• A certificate in any senior secondary school examination. Retail management certification is an added advantage.
• A minimum of 7 years’ experience in a similar retail management role within a structured corporate environment.
• Knowledgeable in retail store operations and customers complaints.
• Proficient with the use of retail management software is very important.
• Knowledgeable in Customer complaints management.
• Cold telephone calls skills.
• Knowledgeable in customer in re-activation and relationship management.
• Knowledgeable in training on customer services.
• Proficient with the use of Retail software, Microsoft Office and Excel is very important.
• Knowledgeable in customer services management, reporting and strategy execution.

Personal Traits and Characteristics:

• Strong oral and written communication skills.
• Ability to multi-task.
• Persuasive.
• Personal hygiene and physically strong and the stamina to stand in store.
• Approachable and soft voice (Friendliness).
• Confident and proactive.
• Effective and proven interpersonal skills.
• Empathy and result oriented.
• Good planning and prioritizing skills.
• Team spirit.
• Ability to handle confidentiality of information.