Store Assistant Manager – Chanel SAB Canal Walk at The Prestige Cosmetics Group

JOB OBJECTIVES :

Customer Experience

• Ensure that the entire store team delivers consistent, excellent customer service that stands out from our competitors, in accordance with training, SOPs and ARC’s standards
• Follow and implement LIPSTICK values, attract and retain customers
• In the absence of the SM, manage all store customer complaints, issues, communication of enquiries, in an efficient and quick manner (before escalating to call centre)
• Serve as a resource for general product knowledge to all customers (and staff members)

Build and manage a high performing store team

• Ensure highest levels of customer service are provided by store employees
• Provide direction and give feedback to SM regarding employee performance
• Serve as a resource for general product knowledge to all customers (and staff members)
• In the absence of the SM, daily management of team/people issues (absenteeism, leave, time keeping etc)
• Support the SM with the same structured and organized team communication to ensure team is always aware of current focus/initiatives/performance etc (weekly, monthly with ROM-EMT)
• Support the SM to create a store environment to deliver a customer experience you are proud of, geared to achieve sales and profit KPIs

Store Operations

• Process/systems/SOPs driven, ensure adherence to all SOPs/daily/weekly process and systems actions
• Perform opening and closing procedures, e opening cash counts, closing deposits, shift management, in accordance with SOPS
• Track retail sales against goals using LS, BI, , tracking
• Assist in the preparation, co-ordination of stock takes and ensure complete and accurate physical stock inventory as required weekly including stocktakes. SM to sign off on LS Inventory reports.
• Assist in the flow of merchandise from stock areas to the selling floor in a timely and organized manner
• Ensure all stock holding areas are tidy, levels are appropriate and stock is properly rotated
• Execute and maintain new launch displays, collateral placement etc
• Maintain VM/ signage, store layout & displays - as per guidelines/SOPs
• Ensure that all Standard Operating Procedures are implemented and followed
• Ensure the smooth running of the store when SM is not present
• Perform other duties as required

Online/Dark Store Operations (only if applicable to your store )

• Ensure the efficient operation of the dark store, processes, systems and team (receiving, dark store co-ordinator and picker/packer)
• Resolve any issues that relate to the dark store operation to deliver on time order shipping and delivery within SLAs
• Implement and ensure adherence to dark store specific SOPs

Sample stock Operations

• Ensure the efficient operation of the sample stock area, processes, systems and team
• Resolve any issues that relate to the sample stock area operation
• Implement and ensure adherence to sample stock specific SOPs

Profitability/KPI’s

• Assist the SM to generate sales/KPI targets with the store team - suggest strategies to achieve & improve
• Maximise profitability by looking for and suggesting ways to control expenses - analyze budgets and projections monthly and implement measures to achieve/exceed sales budget and achieve optimum expense ratios
• Where you action financial processes as it relates to stock, implement ARCs procedures of managing expenses, financial controls, store controls and increased profitability
• Ensure that store stock loss results are within Company norms, and assist the SM with an effective stock loss action plan for the store - which identifies and addresses all potential security risks

ARC Lipstick Values

• Demonstrate ARCs values,in your actions and behaviour, lead by example:
• We Love beauty: it’s at the heart of all we do
• We are Inclusive: There is no one We are made for everyone. We allow all voices to be heard.
• We are Purposeful: We do things with mindfulness and
• We offer super Service: And do all we can to ensure the best possible experience for our customers
• We are Transparent : Our communication is clear
• We are Interested and curious: And take pride in our appearance and with our interactions with others
• We are Courageous: And are a result of grit and determination
• We are Kind and respectful : to each other, our customers and the world

KPI’s include (with example targets): ?TBC

• Customer Service level - immediate in store
• If you need to get back to customer about something - 2 hours
• E mail complaint/issue - within 24 hours

Customer experience in store - excellent at all times

• KPIs - Customer weighting 20% of performance Target 100%

Store specific finance KPI’s - sales/expenses/stock holding - profitability

• KPIs -Finance weighting 30% of performance appraisal . Target 90%+

Store implementation and adherence to SOP’s

• KPIs - Business process weighting 30% of performance Target 100%

Store employee performance, achievement of individual/team/store goals/training/growth/succession planning

• KPIs People weighting 20% of performance Target 80%+

Demonstrate ARC values

• Rating 1-5

EDUCATION :

•  Matric, relevant higher education degree

JOB RELATED KNOWLEDGE : 

• 5+years Retail store experience/knowledge (preferably beauty) -
• BI, Retail Systems (stock management, pos, people, CRM, finance systems)
• Microsoft Suite - proficient excel skills