NARS Store Manager at The Prestige Cosmetics Group

KEY RESPONSIBILITIES

BUSINESS PERFORMANCE

• Analyze and manage store P&L, budgets, and projections. Together with the team, build plans and ensure execution to achieve/exceed sales budget and achieve optimum expense ratios.
• Set targets per person per day and manage the monitoring of % to target with action plans daily and weekly.
• Implement business processes of managing expenses to increase profitability.
• Ensure that store stock loss results are within company norms with an effective stockloss action plan which identifies and addresses all potential security risks within the store.
• Ensure compliance to OHASA requirements ensuring a safe working environment at all times.
• Drive seasonal incentives with the team to achieve sales targets. 

CUSTOMER SERVICE DELIVERY

• Implement the NARS customer service strategy and processes with attention to proactive issue resolution and a luxury customer experience.
• Ensure correct implementation of store layout, merchandising, signage, and visual displays
• according to brand standards.
• Ensure correct and timeous implementation of store's promotions, events, other brand communications, in accordance with brand standards.
• Ensure appropriate staffing levels to support customer service requirements.
• Monitor monthly performance axes split/slow lines and determine suitable actions to address performance gaps.
• Drive IPT to a target of 3.
• CRM Management – oversee and ensure the maintenance of the CRM cards to retain customers and ensure regular contact with VIP clients – adhere to POPIA guidelines at times.
• Oversee BC’s communication to customers to ensure customer recruitment and retention.
• Drive the attraction and retention of new customers.
• Manage in store customer complaints or concerns efficiently and effectively. Provide feedback to Line Manager regarding any customer issues or feedback within 24 hours working with Training Manager to resolve.

MERCHANDISE MANAGEMENT

• Manage and maintain the stock pipeline to ensure that stock is displayed on the sales floor in accordance with the brand guidelines.
• Conduct weekly analysis and interpretation of all stock management reports with appropriate actions.
• Ensure communication of stock issues to Line Manager e.g., out of stocks, overstocks.
• Ensure data integrity through effective stock control and ensure SOP is followed.
• Identify and plan stock and tester need for the month and ensure orders are placed timeously.
• Identify and plan supplies and tools for the month and ensure orders are placed.
• Monitor your stock versus tester ratio to ensure that testers are used efficiently.
• Identify maintenance issues, report to the Brand Manager and follow up.

BRAND MANAGEMENT

• Monitor competitor activity, stay up to date with current industry trends.
• Ensure that hygiene and safety standards are maintained according to retailer requirements at all times.
• Adhere to and maintain brand standards at all times.

PEOPLE MANAGEMENT

• Assist in the recruitment of new team members.
• Induct new staff members.
• Manage the performance of self and all direct reports - ensure that regular feedback coaching, and mentoring on performance is provided to all team members.
• Be actively involved in staff Individual Development Plan (IDP), develop such plans for all direct reports and ensure that the agreed development interventions are delivered.
• Identify training needs for team members and communicate needs to Training Manager.
• Attend classroom training and ensure that staff apply this ongoing learning in store. Ensure effective usage of the PCG Academy as the online training and communication platform.
• Ensure an open, motivated, and harmonious work environment – create a great working environment through excellent leadership.
• Manage daily team/people issues.
• Conduct weekly EMTs in store to ensure key focus areas are addressed and standards are maintained.
• Maintain records of all EMTs, monitor impact and report back to Line Manager monthly.
• Formally review job performance for all employees quarterly and annually and maintain written records of such meetings; implement the company performance processes.
• Conduct monthly one on ones with sales team to address and enhance performance – coach team members to ensure optimal performance.

MARKET INTELLIGENCE

• Conduct regular environmental scans of competitor activities (price, product, layouts and promotions) and external socio-economic factors so that appropriate changes can be made to business plans.
• Ensure that all promotional and event directives are executed in accordance with brand guidelines.
• Ensure that the store delivers appropriate merchandise and services adhering to brand standards and according to the store's specific customer profile and customer trends.

STAKEHOLDER MANAGEMENT

• Ensure client experience standards are consistently upheld and reinforced.
• Build strong working relationships with all internal and external stakeholders.

ADMINISTRATION REPORTING

• Daily, weekly, monthly sales tracking sheets.
• Weekly and Monthly top 5 competitors.
• Analyze sales and competitor reports to identify trends and sales opportunities.
• Create and manage effective store schedules set to meet the business staffing needs.
• Manage leave applications via ESS.
• Submit claim forms for overtime, night work (holidays etc.), ensure adherence to payroll cut-off timelines.
• Store checklist submitted weekly.
• Submit store event report including photographs to Line Manager as and when required.

REQUIREMENTS/QUALIFICATIONS

• At least 5 years retail and cosmetics experience
• At least 5 years’ advanced Make-Up experience
• Previous Managerial or supervisor retail experience
• Must have experience in leading a retail team
• Certificate in Make-Up is advantageous
• Must be able to demonstrate expert knowledge and current industry trends
• Must be willing to work weekends and shifts as required
• Working Knowledge of MS Word, PowerPoint and Excel
• Must have own transport