Job Openings at Ares Holdings

Sales & Account Management

• Support the National Sales Manager with the creation of budgets and forecasts, door growth targets and key account plans for the wholesale channel
• Conduct seasonal reviews by key account
• Conduct seasonal sell-in meetings with customers to showcase new collections
• Provide stakeholders with recommendations on product mix and performance of the brand through analysis of sales reports
• Drive sales, by proactively communicating orders and deliveries with customers, suggest top-up orders and ensure order book is converted
• Work closely with marketing to identify trade marketing opportunities and incorporate into key account plans
• Conduct store visits - own, customer and competitor - to review trends, customer specific issues and competitor activities to help formulate strategic plans and be proactive in reacting to market conditions
• Build effective relationships with key account wholesale customers

Supply Chain & Operations Management

• Proactively manage stakeholders against agreed SLA's: Ensure delivery deadlines are met, keep customers informed regarding stock and operations management
• Review and manage open order reports from global logistics, in collaboration with the Merchandise Planner
• Communication to global logistics on product movement
• Place orders by order cut-off deadlines
• Communication to local logistics on product movements and orders
• Manage VAS requirements arranged via logistics
• Manage regular communication and distribution of reports and ATS to customers

Reporting

• Report monthly on the wholesale sales forecast
• Seasonal analysis by key account
• Quarterly business review reporting
• Request regular sell out from key accounts

Requirements

• Relevant tertiary qualification (Sales and Marketing)
• At least 2 years experience in a similar role
• Advanced Microsoft office ability
• Ability to travel as and when necessary (Local)
• SAP experience advantageous
• A strong understanding of lifestyle brands and the market opportunities within the retail, wholesale and e-commerce sector
• Business and commercial acumen
• Budgeting and reporting skills with a strong understanding of retail KPI measurements
• Excellent written and verbal communication skills
• Highly organized and deadline driven
• Capacity to collaborate, integrate and facilitate teamwork
• Ability to network, build and sustain stakeholder relationships internally as well as with external stakeholders is critical
• Strong customer first service focus and flexible in approach
• Strong product focus and understanding

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Key Responsibilities:

• Customer Support: Serve as the main point of contact for VANS customers, addressing inquiries, resolving issues, and providing product information and support via phone, email, chat, or other communication channels.
• Order Management: Assist customers with order-related inquiries, including order placement, tracking, cancellations, returns, and exchanges. Ensure accurate and timely order processing and provide updates on order status.
• Product Knowledge: Develop a comprehensive understanding of VANS' product offerings, including footwear, apparel, and accessories. Stay informed about product features, benefits, sizing, and technical specifications to provide accurate information to customers.
• Issue Resolution: Investigate and resolve customer complaints or concerns effectively and in a timely manner. Collaborate with internal teams, such as logistics, sales, and quality assurance, to address customer issues and provide appropriate solutions.
• Communication and Follow-up: Maintain open and proactive communication with customers, providing timely updates and resolutions to their inquiries or concerns. Follow up with customers to ensure their satisfaction and build long-term relationships.
• Returns and Exchanges: Process customer returns and exchanges following VANS' policies and procedures. Provide guidance on return instructions, initiate refunds or exchanges, and coordinate with the appropriate teams to ensure seamless resolution.
• Customer Feedback: Listen to customer feedback, collect relevant information, and document customer interactions accurately. Provide feedback to the management team regarding recurring issues, trends, and opportunities for improvement.
• Policies and Procedures: Stay knowledgeable about VANS' customer service policies, procedures, and guidelines. Adhere to established protocols and guidelines while ensuring a positive and consistent customer experience.
• Product and Service Education: Continuously update knowledge of VANS' products, services, and promotions. Participate in training programs and product knowledge sessions to enhance customer service skills and expertise.
• Team Collaboration: Collaborate with cross-functional teams, such as sales, marketing, and warehouse, to resolve customer issues, provide feedback, and contribute to a positive and efficient customer service experience.

AD Hoc duties:

• Respond to emails and office correspondence
• Keep work area clean and tidy
• Support the mission, vision and core values of the company
• Meet prescribed deadlines and targets
• Professional interaction and liaison with customers, suppliers and employees at all times
• Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time.

Qualifications and Skills:

• High school diploma or equivalent. Some college coursework or a degree in a relevant field is a plus.
• Proven experience in customer service, preferably in a retail or e-commerce environment. Experience in the footwear or apparel industry is beneficial.
• Excellent communication skills, both verbal and written, with a strong customer-centric approach.
• Ability to empathize with customers, actively listen to their concerns, and provide appropriate solutions.
• Patience, diplomacy, and problem-solving skills to handle challenging customer interactions.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Strong organizational skills with the ability to multitask, prioritize, and manage time effectively.
• Detail-oriented mindset with a focus on accuracy and attention to customer requests and information.
• Positive attitude, adaptability, and ability to work effectively in a fast-paced and team-oriented environment.
• Flexibility to work in different shifts, including evenings, weekends, and holidays, as required by the customer service operation.

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Responsibilities:

Sales & Business Development 

• Set & communicate daily sales targets to everyone on the team including casuals
• Focus the team on delivering excellent customer service
• Create relationships with GPs, podiatrists, schools, clubs & gyms in the area to generate sales
• Grow customer data base and communicate offers regularly

 Team Management

• Build a team environment through daily team meetings and providing regular feedback
• Lead and motivate the store team to maximize sales and provide exceptional customer service in line with Birkenstock standards
• Master the feedback process & provide monthly feedback to all team members
• Develop the team through weekly Customer Service, Loss Prevention, Podiatry and Sales training.
• Develop the team by ensuring they complete the Rookie Pack in the prescribed time frame.
• Manage the appraisal process for all team members
• Manage the induction process
• Complete rosters and adhere to the staffing template
• Minimize and control staff costs and store controllable expenses (e.g. discounts given, petty cash, stationery, phone, cleaning etc.) through proactive and effective management.
• Complete weekly time sheets, allocate tasks to rostered staff & coordinate lunch breaks

Inventory

• Complete OTB process weekly and order the relevant product to optimise stock levels
• Maintain inventory at target levels for all categories & price points every week
• Minimise shrinkage & maintain accurate stock records in the POS system
• Complete quarterly stock counts
• Run daily negative stock report and request relevant adjustments
• Process deliveries including checking quantities to invoices, tagging, hanging and pricing product, and recording in the POS system
• Ensure storeroom is maintained to Birkenstock standards
• Run daily inventory reports

Daily Operations

• Oversee the administrative processes at store level and ensure compliance with all policies and standards with respect to the handling of cash, stock control, POS, visual merchandising, security and operational health and safety
• Ensure visual merchandising of the stock and windows complies Birkenstock standards
• Open and close the store
• Reconcile cash to end of day tender report and prepare banking.
• Bank takings.

Month End

• Prepare month end reports.

Individual Attributes:

• Outgoing determined self-starter
• Retail management experience preferably at a national retail chain
• Demonstrated ability to achieve sales budgets
• Proven people management and leadership shills
• Excels at coaching, driving and developing a team
• Extensive stock management experience
• Proven merchandising skills.
• Excellent attention to detail.

Requirements:

• Grade 12 or equivalent
• 1 – 2 years management experience
• 3 – 4 years retail experience
• Sports knowledge advantageous

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Responsibilities:

Sales

• Maximise Sales by driving conversion
• Set & communicate daily sales targets to everyone on the team including casuals. Report actual v target results three times during each day to all staff.
• Focus the team on cross & up selling
• Create relationships with podiatrists, running clubs & gyms in the area to generate sales
• Grow Rewards program data base
• Ensure all customer orders are accurately processed with one working day
• Achieve gross margin targets

Team Management

• Build a team environment through daily team meetings. Allocate tasks.
• Recruit, lead and motivate the store team to maximise sales and provide exceptional customer service in line with Crocs standards
• Drive conversion through traffic analysis & rostering
• Master feedback process & provide monthly feedback to all team members
• Develop the team through regular Tech, Customer Service, Loss Prevention, Podiatry and Sales training.
• Develop the team by ensuring they complete the Rookie Pack in the prescribed time frame.
• Follow up with all customers queries or requests within 24 hours always
• Execute the months Mystery Shopping action items
• Manage the induction process
• Complete rosters and adhere to the staffing template
• Ensure all staff wear lanyards & the correct uniform/tech apparel

Inventory

• Minimise shrinkage & maintain accurate stock records in the POS system
• Complete quarterly stock counts
• Execute mark downs as directed
• Run daily negative stock report and request relevant adjustments
• Process all deliveries on the same day as receipt, including checking quantities to invoices, tagging, hanging and pricing product, and recording in the POS system
• Ensure storeroom is maintained with the top ten sellers at the front, & all product stored by line of business, gender & category to expedite floor replenishment
• Run & action the daily inventory reports
• Review the store sell through report. Remerchandise or adjust replenishment levels as required
• Quarterly stock takes: This includes the planning of stock take and making sure all preparation is completed, signed off and filed.
• Make sure all necessary paperwork for stock take is printed off, filed and sent through to the Regional Brand Manager.
• Review the stock status and pending transfers report that gets sent out weekly. Follow up that appropriate investigation are getting done.
• Complete OTB process weekly and order the relevant product to optimise stock levels
• Maintain inventory at target levels for all categories & price points every week
• Minimise shrinkage & maintain accurate stock records in the POS system
• Process deliveries including checking quantities to invoices, tagging, hanging and pricing product, and recording in the POS system.

Operations

• Ensure VM and windows comply with Store standards
• Ensure the store is clean, no lights are out, change rooms are clear of product & that the music is appropriate
• Open and close the store
• Reconcile cash to end of day tender report & complete & sign the end of day banking book
• Complete month end Stock Receipt report and Sales reports
• Proactively manage controllable store expenses; discounts given, petty cash, stationery, phone, cleaning etc.
• Ensure compliance with the operational health and safety policy.

 Month End

• Prepare month end reports
• Complete Return to Supplier report
• Prepare sales report with budget variance explanations

Requirements

• Grade 12 or Equivalent
• 2 years’ experience in a similar capacity
• Willing to work shifts
• Valid Drivers’ Licence
• Own Vehicle advantageous

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Company Values:

• We Will – Love Athletes
• We Will – Stand for Equality
• We Will – Fight on Together
• We Will – Create Fearlessly
• We Will – Always Connect
• We Will – Stay True
• We Will – Think Beyond
• We Will – Celebrate the Wins

Requirements:

• Grade 12 or equivalent
• 1 – 2 years management experience
• 3 – 4 years retail experience
• Sports knowledge advantageous