OBJECTIVE To maximize sales by striving to be the best at providing excellence in Client Service, Visual Presentation and creating a memorable brand experience POSITION PURPOSE To lead, train, manage, motivate and develop the store team to achieve sales in line with set targets. To ensure that the team is creating a lasting client relationship with both new and existing clients. To provide exceptional service levels to ensure that clients enjoy an elevated luxury shopping experience
KEY RESPONSIBILITIES SALES: 74 To execute Zimmermann “Shopping Experience” training program 74 To ensure client satisfaction is achieved by all team members 74 To achieve the required consistent standard sales & the brand expectations of KPI’s as follows: Sales = LY, STD, YTD and Targets Salaries = Wage’s budget Shrinkage to budget Link sales (multiple sales) Average $ per transaction 74 To analyze the store sales and take necessary action to maximize sales opportunities 74 To build solid client relations and generate a returning Client base 74 To provide weekly feedback to the B&P team concerning stock issues that may impact sales in store 74 To effectively monitor sales by category and by season in order to request stock and increase the sales of the store 74 To proactively build personal relationships with high value clients 74 To develop the store team to understand clients’ fashion and lifestyle preferences 74 To identify clients’ expenditure and trends season on season, and provide feedback to the B&P team follow up with the relevant strategy 74 To provide B&P weekly feedback on allocations, consolidations, and replenishment in order to increase and maximize sales 74 To be aware of any competitor activity to ensure the brand is competitive in the marketplace 74 To ensure that all team members achieve a superior standard of product knowledge to maximize sales
CLIENTS RELATIONS AND DATABASE 74 To ensure that all team members are acquiring and growing the Zimmermann client database through engaging and maintaining professional client relationships ensuring full compliance with local legislation 74 To ensure that accurate client details are added to Zimmermann database 74 To ensure that team members communicate with their client database on new launches, re-cuts and pre-orders or stock transfers. 74 To ensure that all team members organize appointments in accordance to the launches, re-cuts and clients’ requests
STORE SALES/OPERATIONS MANAGER THIS JOB DESCRIPTION IS AN OVERVIEW OF THE ROLE AND MAY VARY OVER TIME. THERE WILL BE OTHER DUTIES AS AND WHEN REQUESTED 74 To ensure that “Thank you” emails are sent to the clients after each transaction 74 To ensure that an exemplary standard of client service is provided to all clients (VIPs and non- VIPs), in line with brand expectation 74 To manage client expectations around waiting lists for high demand items and maximize sales achieved from waiting lists 74 To ensure that every team member keeps confidential all client information communicated or recorded, including but not limited to, client database, celebrities and high-profile client’s personal information, bank account, clients’ transactions, and expenditure.
CRM 74 To utilize CRM platform to organize appointments and any service communication with clients 74 To created detailed client profiles on CRM platform, logging communication and setting reminders to assist in client development 74 To utilize CRM platform to send clients “Thank you” after each transaction
RECRUITMENT 74 To ensure that candidates are interviewed in accordance with Zimmermann guidelines 74 To provide feedback on each candidate to the line manager and ensure that the recruitment is done in accordance with Zimmermann expectations 74 To identify, select and recruit team members in accordance with Zimmermann expectations 74 To ensure that the Privacy Permission form is filled and signed by the applicant 74 To ensure that Reference Checks are conducted with at least two referees 74 To ensure the contract is organized through HR Department prior to the team member’s start date 74 To ensure that the contract is signed and sent back to HR Department prior to the team member’s start date 74 To ensure that New Team member Form, all banking information and other required details are emailed to HR Department on employees *** day
TRAINING AND DEVELOPMENT 74 To consistently provide leadership, set an example and be role model for all team members 74 To motivate and coach all team members to achieve their maximum potential 74 To provide consistent feedback to the Assistant Manager & the team on their performance including conducting appraisals and performance development plans 74 To follow company’s guidelines when team member performance does not meet expectations 74 To ensure team members are scheduled in accordance with the business needs and Zimmermann KPIs 74 To identify the succession plan required to develop strong career paths for all team members in collaboration with Line Manager 74 To train all team members following the Onboarding Schedule in Z. Style Suite 74 To ensure that every team member is completing all the trainings on the Z. Style Suite and Z Learning in accordance with the deadlines 74 To use “Brand Overview” to train new and current team members 74 To use the “Shopping Experience Training Overview” to train new and current team members on the Shopping Experience expectations, and it is followed thoroughly 74 To use the “Visual Merchandise Overview” guideline to train new and current team members for standards to be followed thoroughly 74 To create an enjoyable working environment which promotes passion, focus, results, and inclusivity 74 To maintain a professional appearance reflective of the brand image 74 To ensure that Zimmermann expectation in all areas of Shopping Experience, Product Knowledge and Store Presentation are achieved 74 To ensure all team members are trained on, understand, and follow Zimmermann Policies and Procedures 74 To achieve attendance and punctuality in every shift
STORE SALES/OPERATIONS MANAGER THIS JOB DESCRIPTION IS AN OVERVIEW OF THE ROLE AND MAY VARY OVER TIME. THERE WILL BE OTHER DUTIES AS AND WHEN REQUESTED 74 To ensure all Point-of-Sale procedures are followed 74 To attend Product Night trainings and in order to be familiar with the product knowledge, benefits and features, VM and stock presentation expectations 74 To complete all trainings in Z. Style Suite and Z Learning 74 Communicate with Field Trainer, Line Manager, and other Retail Department leaders to support with the ongoing training and development of the store team
VISUAL MERCHANDISING & STORE MAINTENANCE 74 To prepare, manage and execute the Visual Merchandising launches alongside the Store Operations Manager/Assistant Manager 74 To ensure that a consistent high standard of Visual Presentation is achieved and reflective of the brand directive 74 To ensure Window plans and seasonal floor plans are followed thoroughly 74 To ensure weekly VM photos are completed in line with set time frames and as per P&P 74 To ensure that any changes requested by the VM Team are done accordingly and in a timely manner and new photos are submitted in accordance to the deadlines 74 To have the correct VM tools in store, including sale signage and stickers 74 To manage the markdowns as per VM guidelines 74 To ensure that any required store maintenance is emailed to the Visual Merchandising Department, logged in Z. Style Suite and a temporary solution is in place until the issue is resolved
STOCK INVENTORY & LOSS PREVENTION 74 To have a thorough understanding of the procedures relating to loss prevention 74 To ensure stock levels in AP21 are accurate and discrepancies are investigated in a timely manner 74 To have a high level of awareness of the store’s SOH and ensure team awareness 74 To ensure that “Goods in Transit” are received in the system as soon as the physical stock arrives in store 74 To ensure that Goods in Transit are checked daily and any transfer in transit older than 7 days is investigated immediately 74 To ensure the Stock Reservations are checked daily and any outstanding Reservations older than 48hrs are removed, or updates are sent to Online Store, Buyer and Regional Manager if the Reservation requires extension 74 To manage client consignment and stylist stock on loan as per Zimmermann P&P 74 To ensure that if a theft occurs in store a thorough investigation is in place and Centre Management, Police, Stock Controller and Retail Director are advised 74 To ensure if a theft occurs a Police Report is sent to Stock Controller, Regional Manager and Retail Manager 74 To ensure all team members have their bags checked before leaving store at any time
VIP & CENTRE EVENTS 74 Communicate with client base and local network to propose event host for in-store shopping events or in the lead up to a Centre event 74 Coordinate with VIP Manager and PR team the event details in line with guidelines 74 Manager RSVP’s and guest list 74 Complete and send VIP Event registry and summary post event
COMMUNICATION 74 To ensure all communication carried out in store is done so in line with Zimmermann P&P 74 To ensure all communication from other stores, Zimmermann Head Office and Management is responded to in a timely manner, or as required 74 To communicate all retail activity calendar updates to team members to ensure the team are aware of any changes and can provide correct information to clients accordingly
STORE SALES/OPERATIONS MANAGER THIS JOB DESCRIPTION IS AN OVERVIEW OF THE ROLE AND MAY VARY OVER TIME. THERE WILL BE OTHER DUTIES AS AND WHEN REQUESTED ADMINISTRATION 74 To manage Top Spender and Client Spend to Date reports 74 To maintain updated client database information 74 To manage and control the Weekly and Monthly expenses relevant to your role. 74 To ensure that administration is carried out accurately and efficiently in line with Zimmermann Policy and Procedures 74 To ensure that all reports are to be action in a timely manner 74 To complete timecards/timesheets on a daily basis and in line with payroll 74 To attend Conference Calls when organized 74 To contribute to the store’s weekly summary 74 ONLINE ORDERS 74 To ensure Online orders are processed in accordance to Zimmermann “Online Store Policy and Procedure”, without exception and with 100% accuracy 74 To ensure the Online orders received prior to 2pm are dispatched from the store that day (we have now introduced a 12 order per day bandwidth in the US – 3 orders per hour 4 hours a day. Should we take the 2pm point out as at times the store has over 12 orders in their queue) 74 To ensure there is no incidence of negative feedback from Online Store clients and orders are packed and shipped with 100% accuracy 74 To manage Online returns to store with the aim of achieving a positive outcome
HEALTH AND SAFETY (OSHA/WHS) 74 To promote and always uphold the non-negotiable standards of the occupational health and safety policies and procedures 74 To ensure any incidents related to occupational health and safety are reported to the Retail Director and HR in an appropriate and timely manner
KEY PERFORMANCE INDICATORS
74 Achievement of sales, salaries, shrinkage, link sales and average $ per transaction budgets 74 Client Satisfaction is consistently achieved 74 Online Order Client Satisfaction is consistently achieved 74 Achievement of 85% conversion of Thank You notes to sales transactions 74 Client details captured for 85% of sales transactions 74 100% accuracy of all clients’ details added to the database 74 Outreach through CRM platform to the top 50 clients ensuring full compliance with local legislation prior to any launch 74 Attendance and Punctuality 74 Stores costs are controlled according to budget 74 Timesheets are submitted/approved with accuracy and in a timely manner in accordance to Zimmermann P&P 74 Team members are developed through training and mentoring 74 Succession plans are in place for team members 74 100% completion of the Z. Style Suite and Z Learning by team members as per P&P 74 Store visual presentation meets the guidelines 74 Zimmermann’s Policy and Procedures are adhered to 74 No client complaints 74 100% accuracy in all dispatched Online orders is achieved 74 All Online orders received before 2pm are dispatched in the required timeframe 74 No Online Store client complaints
