Customer Service
* Ensure that the client is the main focus for the staff at all times and set a standard that exceeds the benchmark for customer service within the luxury retail industry.
* Ensure the team are fully conversant with all products and services available in the store including product care, aftersales and stock availability.
* Create a dynamic and positive team environment conducive to generating sales.
* Ensure staff are fully conversant with the history of Belstaff and use this information when communicating with clients.
* Stay up to date on local events and current affairs and communicate this to the team to promote conversation with clients.
* Develop and ensure good internal customer service with all other Belstaff Stores and with Head Office.
* Deal with complaints effectively and efficiently in line with Company policy, ensuring the client’s expectations are exceeded and the Store Manager is involved when appropriate.
* Ensure customer service levels consistently meet and exceed company expectations.
* Anticipate and respond to client needs to excel in service standards.
* Act as the role model regarding customer service standards at all times.
* Oversee and provide training and coaching to senior sales and sales consultants to maintain outstanding customer service standards.
* Ensure efficiency in after‑sales services.
* Confidently cross‑sell across all product offers in store, ensuring the client is walked through the in‑store collection.
* Understand Belstaff’s Global and International positioning.
Sales & Financial Targets
* Achieve store set sales targets on a daily, weekly, monthly, quarterly and annual basis.
* Monitor weekly and monthly product sell‑through, assessing trends of best sellers and reacting to stock levels in the store. Monitor and react to slow‑moving stock whilst providing commercial solutions.
* Report daily, weekly and monthly to Store Manager on sales patterns, best sellers, sales by employee and propose actions to enhance performance.
* Achieve KPI targets and personal objectives set monthly as well as annually during performance reviews.
* Optimize sales by ensuring the team consistently attracts new clients and develops the existing client base of Belstaff.
* Encourage the team to understand and proactively demonstrate an entrepreneurial flair for the selling process to achieve the above.
* Ensure the team proactively captures customer data after each sale in line with the set company policy.
* Ensure the team builds and maintains a personal client book continuously in the store and checks on a regular basis that these details are updated.
* Ensure stock levels are maximised on the shop floor, with all items clearly priced and labelled to company standard.
* Promote key products and maintain an up‑to‑date awareness of current press and editorial to assist with client enquiries and communicate with the team.
* Assist in planning and coordinating in‑store promotional events.
* Oversee training and coaching to ensure all sales consultants achieve and maintain the above sales standards.
* Motivate and actively encourage all sales consultants to meet targets.
KPIs
* Exceed personal monthly KPIs as set by Store Manager.
* Encourage team members to achieve their own, their department, and their store's KPIs.
* Assist in the achievement of Store KPIs as set by the Store Manager on a monthly basis.
* Oversee and actively encourage all sales consultants to achieve personal and store KPIs on a monthly basis.
* Meet with team and Store Manager monthly to discuss and promote progression in this area.
Visual Merchandising
* Ensure merchandising is in line with the Belstaff image and commercial objectives of the store.
* Ensure stock is correctly labelled, tagged and available on the shop floor at all times.
* Ensure stock is in the best possible condition for sale at all times; if any product is not on the shop floor it should be stored to avoid damage.
* Maintain the team's understanding of company policy on VM standards and assist in the remerchandising of the store when needed.
* Oversee training and coaching and actively encourage all sales consultants to achieve the above.
* Ensure high standards of housekeeping are maintained throughout the store at all times.
Administration
* Ensure all administrative aspects of the job are carried out efficiently and completed accurately within required timelines (e.g., sales reports, daily sales and banking sheets, HR and payroll documentation, health and safety reports, etc.).
Human Resources
* Assist the Store Manager with all HR tasks related to the store and in conjunction with HR policy.
Communication
* Hold regular team briefing sessions using all forms of communication available.
* Ensure communication flow with Team and Store Manager.
* Be continually aware of all company communications and pass on relevant information to team.
Staffing
* Daily task planning and ensuring completion of tasks by self and other staff.
* Produce monthly staffing schedules that ensure proper coverage to provide high levels of customer service and maximise sales in the store.
Health & Safety
* Be aware of and follow all company rules and HSE legislation.
* Lead and proactively manage the H&S processes for the store as per company procedures/processes.
* Ensure that all team members are aware of, are trained on and follow all company rules and HSE legislation.
Stock and Security
* All Belstaff stock is the responsibility of all teams.
* Be aware of company, store security, cash handling and key holding procedures and ensure they are adhered to at all times.
* Ensure the team is aware of how to use tagging and other security systems in store.
* Ensure stock is protected at all times.
* Be alert to the possibility of theft and follow company procedures to minimise the opportunity for theft.
* Enforce standards of storing stock on the shop‑floor and back‑of‑house.
* Participate in and coordinate all audits and counts.
* Ensure minimal shrinkage according to targets set.
Miscellaneous
* Respond to any reasonable request made by Management.
* May be required to undertake further duties as skills, qualifications and experience allow and/or as may be assigned by the company from time to time.
Decision Making and Authority Levels
* Liaise with Store Manager on day‑to‑day decisions regarding safety, profitability and legal issues within the store.
* Any decisions made in the absence of the Store Manager are accountable for by the Assistant Manager.
* Petty cash control.
We are an equal opportunity employer and value diversity at our company. We will not discriminate on the basis of sex, race, marital status, disability, age, sexual orientation or religion. We are committed to a fair and accessible recruitment process for all candidates so if you would like us to make any adjustments to the application or interview process, please let us know and we will be happy to support you.
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