Overview
The Company: We are a founder-led and owned British heritage leather goods and accessories brand. Born 45 years ago we have been designers, manufacturers, wholesalers and retailers, and like our products, we hope we get better with age! Our new creative and operational home is based in our converted stables in beautiful Hertfordshire parkland. Needless to say, we don’t stand still - watch this space or better still join us and make your mark.
The role
The Store Manager will be responsible for the smooth running and success of our O2 store. Providing and inspiring excellent, on-brand customer service to drive and exceed sales targets. Managing operational functions and developing your team to ensure maximum profitability and compliance with company procedures.
Where
Our O2 store
When
5 days/ 40 hours per week, across Monday-Sunday and as necessitates the fulfilment of the role.
With
Head of Retail Outlet Sales & Deputy Head of Outlet Sales.
Your character and skills
* Strong communication skills, both verbal & written
* Exemplary sales and customer service skills
* Ability to build great relationships with internal teams and customers
* Drive to achieve/exceed all set targets
* Strong commercial acumen
* Knowledge and understanding of luxury retail
* Good organisation and administration skills
* Problem solving skills – customer resolution
* Ability to work under pressure
* Experience in training and mentoring staff
* High standard of personal presentation
* Strong stock management skills
* Keen visual merchandising skills with a critical eye
Responsibilities
Sales and Service Generation
* Achieve sales goals by forward planning and maximising opportunities
* Set and monitor store targets daily and weekly in agreement with Senior Retail Manager
* Always maintain adequate sales floor supervision ensuring excellent customer service & appropriate security
* Commercially driven to achieve all KPI & sales targets
* React promptly and efficiently to changing patterns of footfall in order to optimise trade
* Ensure company loss prevention procedures are adhered to
* Develop strong customer relationships and loyalty and inspire this amongst the team
* Develop Centre Management relationships liaising regularly regarding any marketing initiatives
* Regularly review and feedback relevant competitor activity
Staff Management
* Manage the development of the team members, using Company training programmes to foster effective use of the customer service toolkit to improve selling skills, product knowledge etc
* Ensure all company procedures are adhered to
* Motivation of team to meet goals, supporting short- and long-term team incentives
* Regularly review performance of team through KPIs, structured reviews and appraisals
* Manage all staffing administration including rotas, staff holidays, holiday cover and sickness etc within budget
* Responsible for the recruitment and development of store Team Members
Store Standards
* Ensure store presentation & standards meet company requirements including full routine maintenance
* Maintain high standards of cleanliness and organisation within the store
* Ensure visual merchandising remains in line with Company guidelines, applying critical observation and making recommendations for VM improvement
* Apply critical observation and give recommendation for VM improvement
* Ensure compliance of company dress code
Operations
* Responsible for accurately and timely completion of all store admin and reports
* Facilitate accurate deliveries, including identification and reporting of any discrepancies
* Manage accurate and efficient stock management, carrying out bi-annual store stock takes within company guidelines to minimise stock variances
* Effectively oversee customer queries/complaints relating to any exchanges, credits or refunds
* Maintain all store safety standards and all assessments relating to health & safety.
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