Our client, an upscale laundry and dry-cleaning organization, is seeking a dynamic and experienced Branch Manager to lead their store and ensure its success by delivering exceptional customer experiences, driving sales growth, and managing day-to-day operations. This role requires a results-driven individual with excellent leadership skills and a strong passion for retail and luxury goods.
Responsibilities
Operational Leadership
- Oversee daily store operations, ensuring smooth functioning and adherence to company standards.
- Maintain store visual standards, ensuring a premium and inviting environment.
- Manage inventory levels and ensure accurate stock management, ordering, and replenishment.
Sales Performance
- Drive sales to meet or exceed revenue targets.
- Analyze sales reports and KPIs, identifying areas for improvement and implementing action plans.
- Implement strategies to enhance customer acquisition, retention, and overall satisfaction.
Customer Experience
- Deliver an exceptional and personalized shopping experience aligned with the brand\'s values.
- Address and resolve customer queries and complaints professionally and effectively.
Team Management
- Recruit, train, and mentor staff to create a high-performing and motivated team.
- Set individual and team goals, regularly evaluating performance and providing feedback.
- Foster a positive work environment that promotes teamwork, creativity, and accountability.
Brand Representation
- Uphold the brand image by ensuring store compliance with visual merchandising and promotional guidelines.
- Act as an ambassador for the brand, promoting its values and vision.
Financial Management
- Prepare and manage budgets, controlling costs and maximizing profitability.
- Ensure proper handling of cash, sales receipts, and banking transactions.
Compliance and Safety
- Ensure compliance with company policies, health and safety standards, and local regulations.
- Address and mitigate any risks related to store operations.
Qualifications
- Bachelor’s degree in Business, Marketing, or a related field.
- Minimum of 5-7 years proven experience as a Branch Manager, Store Manager in business development or sales, with a proven track record in driving market growth and implementing successful initiatives in retail or luxury industries highly preferred.
- Proficient in major administrative applications and software - Microsoft Word, Microsoft Excel, Microsoft Office suite, programs and project management tools like Microsoft Project and SharePoint
- Solid understanding of retail KPIs and a track record of achieving sales targets.
- Proficiency in retail management systems and POS software.
- A strong sense of style, fashion, or luxury product knowledge is preferred.
- Proven Management and/or relationship management experience at a senior, strategic level role.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
- Extensive experience of managing different teams in luxury business
Must have skills
- Excellent communication and interpersonal skills to engage with customers and staff.
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Evidence of well-developed leadership skills.
- Able to adapt and succeed in a changing environment
- Excellent negotiation skills
- Able to use these relationships to deliver service improvements
- Demonstrate ability to motivate and communicate with others at all levels
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
go to method of application ยป
Our client, an upscale laundry and dry-cleaning organization, is looking for an Assistant Head Customer Services who will play a critical role in supporting the Head of Customer Relations in delivering exceptional customer experiences and upholding the company\'s brand standards. The Assistant Head of Customer Relations will oversee the daily operations of the department, ensure operational efficiency, contribute to employee lifecycle management, drive innovation, and support business growth.
Responsibilities
Provide Strategic Leadership and Direction
- Assist the Head of Customer Relations in developing and executing the strategic vision for the Customer Relations department, ensuring alignment with overall business objectives.
- Collaborate on identifying emerging trends, customer needs, and opportunities for service improvement.
- Contribute to the long-term strategy for improving customer satisfaction, retention, and growth.
- Support in setting departmental goals and help drive performance to achieve company-wide objectives.
Support Company Brand, Culture, and Uphold Standards in Customer Relations
- Assist in promoting the company’s brand values and customer service standards throughout the Customer Relations department.
- Ensure that the team adheres to the company’s culture and high standards of customer service during every customer interaction.
- Collaborate with the Head of Customer Relations to maintain consistent and high-quality service that reflects the company\'s values and reputation.
Assist in Overseeing Daily Operations for Process Efficiency and Effectiveness
- Help manage the daily activities of the Customer Relations department, ensuring that processes are running smoothly and efficiently.
- Monitor operational performance, tracking key metrics such as customer satisfaction, response times, and resolution rates.
- Contribute to identifying areas for operational improvements and implementing solutions to optimize workflows and enhance team effectiveness.
Support Delivery of Excellent Customer Experience
- Assist in managing customer interactions to ensure prompt, effective, and courteous responses to inquiries, complaints, and feedback.
- Work with the team to resolve escalated issues and ensure customer satisfaction is maintained.
- Support the creation of initiatives that improve the overall customer experience and help retain loyal customers.
Assist with Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy
- Support the recruitment, onboarding, and training of new customer relations team members.
- Assist in monitoring performance and conducting regular evaluations, ensuring employees adhere to company standards.
- Help in managing employee discipline, ensuring compliance with company policies and handling performance issues when necessary.
- Collaborate with the HR team to develop employee engagement and retention strategies.
Contribute to Technology Innovation
- Support the implementation and optimization of customer relationship management (CRM) systems and other technological tools to enhance customer service.
- Assist in identifying and integrating new technologies to streamline customer relations processes and improve service delivery.
- Stay informed about emerging technologies and trends, ensuring the department remains efficient and innovative.
Support Market Growth Initiatives
- Collaborate with the marketing and sales teams to identify new opportunities for customer acquisition and service offerings.
- Help analyze customer feedback and market trends to inform growth strategies and improve service delivery.
- Assist in developing and maintaining relationships with key customers and partners to support business expansion.
Assist in Monthly Report Preparation for Management
- Contribute to the preparation of detailed monthly reports for the management team, covering key performance metrics, customer service trends, and departmental achievements.
- Track progress on customer service goals, highlight successes, and identify areas requiring attention or improvement.
- Provide insights and recommendations to the management team based on data from customer interactions and operational performance.
Qualifications
- Bachelor’s degree Social Science, communications, or related field
- MBA/M.Sc. in related discipline is an added advantage.
- Minimum 7 years’ relevant work experience, 5 years management practice of which 3-5 years in FMCG/Retail.
- Professional development and training are an added advantage.
- Extensive experience in managing retail customer service teams
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Proven Management and/or relationship management experience at a mid, strategic level role.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
- Able to interpret Marketing/Business Intelligence and develop strategy and make recommendations.
- Demonstrate ability to motivate staff at all levels
- Influential relationships skills at all levels. Able to use these relationships to deliver service improvements
- The ideal candidate should be personable.
Must have skills
- Should be bold, proactive and flexible.
- Strong supervisory and leadership skills.
- Strong analytical and problem-solving skills.
- Excellent organizational skills and attention to detail.
- Excellent interpersonal and customer service skills.
- Excellent verbal & written communication skills.
- Evidence of well-developed leadership skills.
- Able to adapt and succeed in a changing environment
- Excellent negotiation skills.
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