The Flagship Managers main responsibility is to maximise sales and profitability whilst developing and retaining high performing teams. They must aim to deliver:
Key Responsibilities
* A customer first approach
* A visually inspiring and inviting store environment
* A fully compliant store, adhering to all company processes and policies
* A focussed and commercial business plan to deliver bottom line profitability
Customer First
* Delivers a 'customer first' experience exceeding customer expectations
* Coaches teams to ensure a 'customer first' experience is delivered consistently
* Ensures consistent product training and knowledge to provide unbiased customer advice
* Leads the team to deliver a green mystery shop result KPI's
* Exceeds sales targets and delivers LFL growth along with ATV, AUS and conversion
* Omni focus by maximizing O&P opportunities
* Exceeds the company acquisition and participation target for NDULGE
* Manages payroll spend within budget through effective scheduling and people planning
* Manages stock file accuracy – adheres to all stock handling policies to ensure full accuracy and minimise loss in line with stock loss targets
Communication
* Ensures team awareness of sales targets, ATV, AUS and conversion targets on a daily, weekly and monthly basis, focusing on their achievement
* Communicates clearly and concisely with all internal and external business partners to drive business opportunities
Commerciality
* Actively identifies innovative opportunities to maximise business
* Confidently analyses all available business reports to review and assess store performance weekly, monthly and yearly
* Empowered to make brave decisions to drive commercial excellence ensuring sales, promotions, new launches, VM and rate card executions are carried out to brand standards
* Drives treatment rooms/chairs bookings and maintains standards
* Stays ahead of current trends, brand specific, social media and has a sound knowledge of customer profile by keeping up to date with external influences – i.e., media and local community
Team
* Recruits and retains diverse teams that support a 'customer first' experience
* Creates an inclusive, welcoming and approachable environment for employees to thrive in
* Confidently delivers feedback and manages performance in line with company processes and using the NHANCE platform
* Identifies key in‑house ambassadors/specialists to drive results in specific areas
* Ensures team members are efficient on all operational tasks utilizing best practice and driving an action‑lead approach vs problem‑driven one
* Supports the development of the management team, succession planning and future growth of the business
Leadership
* Leads, motivates and inspires the team – be a role model
* Coaches and develops teams and individuals to achieve their full potential
* Undertakes any reasonable duties as expected by the Regional Manager
* Leads change and innovation supporting new ideas and initiatives to evolve the retail experience for customers; drives sales and provides a unique store experience
* Challenges and inspires the team to elevate every aspect of the store experience through service, stock and VM to display a compelling atmosphere for customers
* Coaches and empowers the management team to take initiative as leaders and oversee all levels of customer service and operations
* Exhibits floor presence by leading by example
* Conducts thorough floor walks with management and team on a regular basis, providing constructive feedback and setting goals
* Demonstrates excellent organisational skills, consciously plans, organizes and executes projects by priority
* Assumes total accountability for store H&S by overseeing and upholding company procedures, always protecting employees and customers against accidents and incidents
Store Operations
* Ensures the store is maintained in line with company maintenance and health & safety standards and communicates all needs in a timely manner, protecting employees and customers against accidents and incidents
* Adheres to all company loss prevention practices
Qualities
* Ability to deliver a 'customer first' experience, demonstrating leadership to coach and motivate teams
* Ability to understand and analyse commercial reports to drive business opportunities across the store
* Ability to identify key performance behaviours and competencies with team
* Ability to build strong working relationships with support office departments
* Strong communication skills
* Strong prioritising and organisational skills
* Leads by example, being a positive role model
* Values honesty and integrity in working relationships
* Ability to manage change
* Flexibility to meet rapidly changing priorities and deadlines
* Ability to delegate tasks and follow up effectively to ensure completion
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