Store Manager | ZARA Central Festival Phuket
Role Purpose
The Store Manager is responsible for consistent operational excellence in the store and has full P&L responsibility and ensures Brand compliance for the store. He / She creates a working environment which encourages Brand values, teamwork and delivery of the results and exceptional customer service.
Works closely with the Retail Director, Commercial Team, HRBP and Operation Team
Recruiting, training, supervising and appraising staff
Monitoring inventory levels
Managing budgets
Dealing with customer queries and complaints
Maximizing profitability and setting/meeting sales targets, including motivating staff to do so
Sales
a) Drive Sales
Lead by example in customer service, greet customer and give assistance and make sure standards are followed to reflect a strong image for our brands and company.
Reviews and analyses sales figures to identify opportunities to develop and drive sales performance at department and BU level.
Challenges the team to improve performance compared to business and shape of chain using relevant retail metrics.
Engages with relevant department colleagues to enlist support for local opportunities that deliver sales growth for the store.
Analyses and demonstrates an understanding of the competition and identifies opportunities to exploit at store level.
Demonstrates an understanding of the customer and challenges their team to drive conversion, average basket, UPT and maximize sales.
Scheduling and daily planning for store cover, based on sales trend/week and hours/day.
Commercial & Visual
Delivers stores standards and implements events with impact and commercial focus.
Challenges direct reports on presentation of product and ensures business policies and seasonal launches are delivered in line with the brand principal guidelines.
Ensures VM elements highlight the merchandise throughout the store to create customer awareness of our different lines.
Consistently seeks to benchmark own standards with peer stores and competitors and looks for ways to create an aspirational shopping environment for the customer keeping in line with brand principals.
Stock Management
Ensure following SOP in all matters related to stock management like, shipment receiving, cycle count, transfer between stores, devo returns, damaged items and withdrawals from shop floor emails, etc… and to communicate with concerned department.
Ensure proper cover for OPS team for better replenishment of best sellers on shop floor, as well communicating with Commercial and Merchandiser to ensure receiving of best sellers regularly.
Regularly reviews top and bottom selling lines with direct reports to ensure store is carrying correct options to maximize sales.
Regularly reviews stock management process and stockholding areas with direct reports and operations team to identify areas of risk and initiate action.
Service
a) Service Standards
Actively demonstrates and role models service – Doing the right thing generating excitement and commitment to service
Respond to customer complaints considering that satisfying customer is a top priority.
Listens to and actively seeks feedback from customers on service standards in their store uses the information to drive improvement
Drives the internal assessment process for ensuring service standards are driven on a daily basis and walk and talk service at every opportunity
Ensures that service training is an integral part of training from induction through to existing staff to ensure all employees are trained to the highest standards and are clear on the customer and business expectations.
b) Service Measurements
Analyses Mystery Shop report to identify areas for improvement and implements an action plan. Demonstrates an understanding of store themes at BU level and challenges direct reports to drive improvement
Regularly recognizing excellent service in store on a regular basis supported by clear communication
Standards
a) Compliance
Ensures that the store is adequately resourced across all the areas that are touched by legal compliance have a thorough knowledge of all compliance issues across the store and that the people involved are knowledgeable and fully trained
Ensures employees are knowledgeable and always updated on SOPs
Implements store self-assessment audits/reviews internal audit reports and devise action plans with the wider management team ensuing that actions are delivered.
b) Health & Safety
Delivers a safe and legally complaint store trading environment for customers and employees by ensuring that there is a weekly review with the Health and Safety officer to identify risks and drive an action plan
Works to ensure any store maintenance issues are reported correctly and resolved quickly to the company standard required, escalating as appropriate
Cleaning contractors are regularly reviewed to ensure they are delivering to brand cleaning specifications and escalate risks appropriately
c) Duty Management
Ensures that all the section managers are trained and able to carry out the duty manager role/ key holder role and manage major incidents competently
Loss & Prevention
Ensure that all cashiers understand and adhere to the cash management procedures
Possess high integrity and adheres to cash and security procedures with all security log forms populated truthfully
Carry out routine checks on stockroom and shop floor and look for loose alarms
Check TGT after every stock take and take note of the items that might be due to theft. Deploy staffs on those zone areas and take precaution on those items
Be vigilant and look out for shoplifters or anything that is out of the norm
People
a) People policies and Process
Implements company policies and processes for managing absence, leave, addressing disciplinary issues and support the management team
Demonstrates an understanding of the HR policies to drive improvement in employee’s behavior & outcome
Working with HRBP to develop a robust succession plan at all levels within the store that supports the regional succession plan
Focus on recruitment as strategic process to bring in candidates with right attitude, partner with recruitment team to have a pipeline of candidates to maintain FTE levels
b) Voice of Employee
Engages with the employees on a regular basis to build a strong working partnership that promotes good communication and involvement throughout the store
Reviews and identifies the key learning’s from the survey in conjunction with Store Management team to create a robust action plan that drives improvement.
Performance Development (PDR)
Demonstrates all aspects of performance & development management, career and succession planning
Ensures that all direct reports have SMART objectives and an individual development plan which are reviewed in line with the business performance management cycle
Partners with HRBP to ensure staff completes required trainings through a Training Calendar and ensures reporting of training activity as required
Drives a regular pattern in recognizing and rewarding success across the store formally and informally
Costs Control
a) Profitability
Deliver an efficient use of FTE in the store which is comparable to MPC to Sales ratio and productivity
Challenges teams to deliver shrinkage targets through accurate management of all stock systems and people processes
b) Cost improvement
Creates a robust Cost Improvement action plan for their store which looks for opportunities to drive improvement.
Requirements:
Education:
Graduate Degree
Minimum experience and knowledge:
Retail experience
+8 years of relevant experience
Job-Specific/Technical Skills required to complete the tasks:
Motivated and can work towards set targets and KPI's
Experience with and passion for fashion brands
Commercial Acumen
Strong leadership and customer management abilities
Excellent communication and interpersonal skills
Ability to demonstrate critical thinking and problem-solving skills as well as good organizational, management, communication and sales skills