Job Summary / Purpose:
Responsible for effectively and efficiently managing all aspects of the store’s back of house, ensuring all operational procedures are managed to guarantee the highest standard and most efficient delivery of the customer experience.
Assist the Local Store Operations team with the implementation of all operating activities in store according to corporate guidelines and in support to sales, policies, procedures and KPI’s.
Ensure effective communication is maintained with other departments and external providers to the store.
Responsibilities:
Policies and procedures
61 Knowledge: Lead by example by showing impeccable knowledge of company procedures, policies, and corporate guidelines.
61 Adherence: Support the Store Manager with the implementation of policies, procedures, and corporate guidelines to streamline and safeguard the store.
61 Training: Support the Local Store Operations team in providing ongoing training to ensure the most updated policies and procedures are cascaded to the store team.
61 Communication: Proactively communicate with the Local Store Operations Manager to flag concerns regarding non-compliance situations and any related escalations. Ensure company policies and procedures are correctly communicated and duly respected also by other departments visiting the store as well as any external vendor.
Team Management
61 Leadership: Take ownership of guiding, nurturing, and developing the team to their fullest potential while inspiring a culture of excellence, teamwork, and growth. Drive your team to exceed KPI targets while contributing to the overall success of the store.
61 Planning and Schedule: Ensure the store has substantial operational support and staff schedules are optimized to match operational demands.
61 Feedback and Development: Lead and motivate the team, fostering a coaching environment and providing consistent feedback. Collaborate with the Store Manager to set goals, conduct regular performance discussions, analyze results, and create actionable plans based on individual development needs.
61 Talent Acquisition: Recruit, on-board and develop talents in collaboration with the Store Manager.
61 Brand Ambassador: Cascade company communications to all members of the store team and lead by example when embracing Brand messages. Ensuring the right understating and execution of the Brand’s vision and strategy by the team members.
61 Work Environment: Lead by example by creating a positive work environment. Be a point of reference for the FOH team as well ensuring cooperation within the team and with the store leadership.
Inventory management
61 Product Care: Lead by example, ensuring the team operate with the highest level of care and respect for the product in store.
61 Space Organization: To effectively use space and stock in the back of house to maximize productivity. Proactively flag any overstock concern to the Store Manager and the Local Store Operations Manager.
61 Policies Adherence: Ensure policies and procedures concerning inventory management are clearly communicated to the store team and all are actively compliant.
61 Stock movement: Assess actions to be taken with receiving issues, communicating efficiently with Logistic and Local Store Operations team. Supervise all activities with stock movement including transfers, consignment, repairs, etc. Support the Store Manager with any stock related activity and request from Marketing, PR, Merchandising, Visual Merchandising, Event team and any other department.
61 Stocktake: Responsible for Stocktake and cycle counts planning, organization, and correct execution, including reconciliations of stock discrepancies.
61 Non-merchandise management: Routine check and monitor the usage of packaging/stationary. Monthly place the packaging/stationary order from the cost effective perspective on actual usage. Ensuring the team operate with the highest level of care and respect for all packaging/stationary/props/furniture in store.
Store Administration
61 Policies Adherence: Ensure policies and procedures concerning cash management are clearly communicated to all client advisors, cashiers, store administrators and all are actively compliant. Take part in all managerial responsibilities for efficient running of the business ensuring cash handling procedures (opening and closing procedures, safe remittance procedures etc.) are respected, appropriately documented and discrepancies are investigated duly and reported to Store Manager.
61 Transactions: Ensure accuracy of all transactions at the till: including receipts, client information, product SKU’s, payment tender, and client verification.
61 Audit: Make sure the daily audit is correctly documented with a copy of all sensitive receipts for discounted sales, void transactions, returned items with appropriate authorization.
61 Store Staff Attendance Management: Timely upload/update the store duty roster in EVO system, and handle attendance discrepancies.
61 Store Reimbursement Management: Ensure the store operational expenses are within the budget and process the store reimbursement promptly on a monthly basis.
Store Environment
61 Store Maintenance: Ensure the store building and all internal areas are maintained to the highest standard both front and back of house, including responsibility for store Housekeeping. Ensure smooth communication with the relevant departments in regards of any construction and renovation project.
61 After sale: Assist store management team in handling customer complaints. Support workflow of after sales service and tailors’ activity: manage the alterations and repairs process including co-ordination with on-site tailors and external vendors to elevate the client experience.
61 IT: Ensure proper technical conditions for IT facilities leasing with the relevant department where necessary. Monitor company Apps adoption in store and provide adequate training if necessary.
61 Health & Safety: Ensure the guidelines provided by the Health & Safety department are strictly followed and proactively flag if such guidelines are not properly communicated with the store. Ensure any locally required legislation and processes are adhered to.
61 Security: Ensure the guidelines provided by the Security team are strictly followed in store to guarantee goods and people security by working in partnership with security company where applicable.
61 Loss Prevention: Ensure the guidelines provided by the LP team are followed and proactively flag if such guidelines are not properly communicated with the store. Assist the Store Manager in overseeing the Asset and Profit Protection function minimizing loss.
61 External vendors: Be the point of reference in store and work in collaboration with internal partners and external vendors.
Projects
61 Planning and communication: Support the Store Manager with additional operational projects, pop-ups and in store events. Proactively review the related roll out plan ensuring minimal impact on the business. Effectively communicate with the relevant project owner/department to ensure smooth execution.
61 Training: Partnership with the relevant project owner/department to cascade training and important information to the store team members ensuring they are fully engaged.
61 Implementation: Ensure projects in store are successfully rolled out following the timeline agreed with the relevant project owner/department.
Knowledge and Skills
61 Strategic planning: Proven ability to strategically plan, schedule operational activities and manage unexpected events. Excellent organizational skills and meticulous attention to detail.
61 Leadership: Ability to demonstrate excellent leadership and people management skills. Proven ability to network, recruit, train and develop talents.
61 Business driven: Proven commercial and brand awareness and ability to problem solve in minimizing risks and overcoming obstacles. Proven retail management experience in a similar role; prior experience in a luxury environment preferred.
61 Operational approach: Proven strong operational performance within a high turnover retail environment.
61 Administration: Previous administration and cash handling experience.
61 System: Previous experience with SAP desirable.
61 Digital: Excellent computer skills and understanding of all programs on Microsoft Office.
61 Attitude: Enthusiastic and positive attitude. Ability to work in a busy team environment. Flexible and adaptable to the needs of the business.
61 Language: Fluent English preferred.