: Johannesburg, The Fragrance Lounge at OR Tambo International Airport
Reporting to
: Sales Manager
Contract Type : 6 months Fixed-Term Contract
Purpose of the Role
The purpose of the role is to ensure the store's profitability through focusing on the business drivers: - customer service - generation of turnover - operating expenses and losses - implementation of company standards - establishment, leadership and maintenance of an effective team and process management practices.
KEY RESPONSIBILITIES
Budget and Financial Management - Store Profitability
Generate sales/KPI targets with your team - and implement strategies to achieve & improve
Maximise profitability by controlling expenses - analyze budgets and projections monthly and implement measures to achieve/exceed sales budget and achieve optimum expense ratios
Implement the Company's procedures of managing expenses, financial controls, store controls and increased profitability
Ensure that store stock loss results are within Company norms, with an effective stock loss action plan for the store - which identifies and addresses all potential security risks
Customer Experience
Ensure that the store team (all team members) delivers consistent, excellent customer service that stands out from our competitors, in accordance with training and SOP's
Follow and implement the Company values and strategies that attract and retain customers
CRM Management
Drive increased customer data base (attraction of NEW customers)
Manage all store customer complaints, issues, communication of enquiries, in an efficient and quick manner
Ensure correct implementation of store layout, merchandising, signage, and visual displays
Manage and maintain the inventory pipeline to ensure that sufficient, correct stock is displayed on the sales floor in accordance with SOPs
Ensure correct and timeous implementation of store's eventing, activations, launches
Conduct regular environmental scans of competitor activities (price, product, layouts and promotions) and external socio-economic factors so that appropriate changes can be made to the business plans
Ensure that the store delivers appropriate merchandise and services based on the store's specific customer profile and customer trends
Ensure appropriate staffing levels to support customer service requirements adhering to scheduling and trade guidelines
Build, lead and manage a high performing store team
Lead by example, ensuring your own conduct is professional at all times
Ensure an open, motivated, and harmonious work environment
Recruitment of a high calibre team, passionate about customers and beauty
Induction and on-boarding of all new team members
Learning and development of all team members - understanding their role/team, store processes and systems, all relevant customer, brand and selling training
Develop and maintain standard team ways of working / rhythm and routines as per SOPs
Performance management of store team, including defining goals, actioning performance appraisals as per and development plans
Daily management of team/people issues and misconduct (absenteeism, leave, time keeping, disciplinary etc) with support from line manager and HR
Structured and organized team communication to ensure team is always aware of current focus/initiatives/performance etc (weekly/monthly EMT's)
Monthly team coaching sessions to communicate objectives, set goals and follow up on progress - one on one coaching sessions as identified and agreed with team members
Create a store environment geared to deliver a great employee and customer experience you are proud of to achieve sales and profit KPIs
Analyze results daily, weekly and develop strategies to improve with the team
Manage time, establish priorities and delegate effectively to meet objectives and KPI's
Store Operations
Ensure adherence to process/systems/SOPs, ensuring you understand and manage the store according to latest SOPs and that you know all systems requirements
Ensure comprehensive checklists are adhered to daily, weekly, monthly as required
Accountable for all controls and sign off
Oversee all daily movements in store
Maintain desirable and favourable inventory levels, work closely with suppliers on out of stocks, overstocks, incorrect stock, launches etc
Report accurately from receiving to stock room to sales floor - stock received, stock on hand, stock losses, write-offs, breakages, returns, recalls, IBTs to sales as per SOPs.
Prepare, co-ordinate and ensure complete and accurate physical stock inventory as required weekly including stocktakes.
Execute and maintain new launch displays, collateral placement etc
Maintain VM/ signage, store layout & displays - as per guidelines/SOPs
Develop and maintain strong working relationships with all suppliers and airport management, work closely in collaboration with all key stakeholders
Ensure compliance to OHASA and ACSA requirements
Ensure that all Standard Operating Procedures are trained, implemented and followed by all team members
MINIMUM REQUIREMENTS:
Matric, relevant higher education degree
At least 5 years Retail store experience/knowledge within the cosmetics industry
BI, Retail Systems (stock management, POS, leadership, CRM, finance systems)
Microsoft Suite - proficient excel skills
Must be able to demonstrate retail knowledge and current industry trends
Must be a team player, an active learner and problem-solver
Must be willing to work weekends and shifts as required (OR Tambo trades from 6am to 10pm and all team members are required to work shifts in line with the operational requirements of the store)
Must have own transport as per store trading times
JOB RELATED SKILLS:
Leadership and management of a team - drive action and accountability
Customer centric
Planning and organising
Decisive
Analytical
Process minded - continuous improvement
Systems savvy
Coping with pressures and setbacks
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