Role Responsibility
As a Hampers & Food Services Department Manager, you will be the driving force behind your business, customer, and team results. You will deliver an extraordinary customer experience while meeting sales, service, and profit targets. Facilitating teamwork, providing guidance, and nurturing your team is at the heart of what you do, driving them to succeed, develop, and grow.
Reporting to the Divisional Manager for your area of the store and working collaboratively as a team alongside several other Department Managers, the relationships you build with stakeholders across the business will be critical to the success of your team and department.
As Department Manager, you will focus on the following key areas:
Customer
* Drive service excellence, including consistency in net promoter scores and improvement across all other key service drivers, such as service satisfaction, approach, and product knowledge.
* Build a strong clientelling mindset within the team, setting clear KPI targets to increase customer frequency, the number of customers on “My Yellow Book,” and the number of established customer and successful appointments.
* Demonstrate and develop your understanding of your customer profile versus competitors and use this information to enhance the customer service and product offer.
People
* Coach and develop your team regularly, spending quality time with them, and providing clear and timely feedback that recognizes strong performance and addresses areas for improvement.
* Analyze team performance using metrics such as customer feedback (“Spotlight”) and other key performance indicators.
* Manage key people statistics for the department, including return-to-work, probation, performance reviews, investigations, disciplinary hearings, and exit interviews.
* Be accountable for your team members lifecycle, including recruitment, talent management, and overall team member experience.
* Drive team performance to exceed expectations by setting standards, providing regular feedback, and supporting performance reviews in line with Selfridges P&D cycle.
* Create an extraordinary environment for your team by recognizing and rewarding performance in line with company values and behaviors.
Commercial
* Drive your own business and strategy, regularly reviewing customer data, market trends, and stock information, and collaborating with stakeholders to make relevant commercial decisions.
* Support the success of concession businesses by working with the Concessions Partnerships team to identify growth opportunities.
* Conduct floor walks with Visual Merchandising and Buying teams to manage stock risks and follow up on actions.
* Embed a culture within your department that supports the “Prep / Perfect / Perform” model (London specific).
* Ensure customer-centricity by optimizing clienteling tools to retain and develop loyalty through clienteling.
The Ideal Candidate
* An excellent communicator, capable of managing complex messages both individually and in groups.
* Resilient and positive, able to operate effectively in a fast-paced environment.
* Analytical, able to use insights to draw conclusions and suggest strategies.
* Collaborative, able to drive teamwork and partnerships.
* Proactive, with a clear plan for short, mid, and long-term success.
* A motivating leader who inspires teams to deliver exceptional service and meet sales targets through coaching and leading by example, demonstrating agility to adapt and drive change.
This guide summarizes the role; however, all team members are expected to be flexible and undertake work as needed to support the business.
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