QSSK -VV-FSM-Store Manager at Q-Sourcing Servtec Group

Summary

• Our client is seeking a highly motivated and skilled accounting professional to join our dynamic Fashion Line Team. Reporting to the Retail Area Manager they will be responsible for managing the shops and outlets. The Store Manager is responsible for achieving store revenue and profitability targets, as well as representing our Brands and ensuring high quality standards in the day to day operations of the store. This job requires a high level of obsessive attention to details, ensuring accuracy of data and records at all times while promoting operational efficiency. The store manager should be 100% customer-centric, have high emotional intelligence and in-depth knowledge of customer service. Your aim will be to achieve targets through offering a best-in-class customer and brand experience. The successful candidate will be based in Nairobi, Kenya and will work closely with the client in Africa and with other other internal & external stakeholders

KEY ROLES AND RESPONSIBILITIES
Store Revenues & Profitability

• Actively participate in the creation and regular updating of an active Store Profile that reflects specific customers preferences, habits, needs and wants – down to SKU level that will be used in guiding store-specific merchandise allocations.
• Grow store revenue & profitability on a monthly and quarterly basis.
• Set and achieve store based targets against all retail KPIs including conversion, basketsize, footfall, MSI, average selling price.

Customer Experience

• Consistently deliver a great customer experience, ensuring ALL customers receive treatment and that a high standard store ambience is maintained.
• Ensure ALL promises made to customers are tracked and met.
• Monitor and report customer feedback and complaints within the store, ensuring all issues are resolved in real time, and issues are captured and shared with relevant  teams.
• Educate customers on products (styling, fabric, care instructions) as well as on relevant sales policies (return, exchange).
• Contribute to and support corporate and store specific trade marketing & loyalty customer efforts.
• Support the roll out of customized product offerings, promotions & offers.

Store Operations & Maintenance

• Ensure that all store operating procedures are implemented and strictly followed, including through daily recording against the Store Checklist.
• Manage staff attendance and discipline, ensuring that all staff work according to the agreed standards, including guidelines on staff grooming and uniforms.
• Oversee all financial management and reporting including recording daily sales, banking, petty cash.
• Ensure the store is clean and tidy at all times, reporting the need for and overseeing any repairs and maintenance required.
• Ensure compliance with health and safety regulations for store operations.
• Ensure fitting rooms are always customer-ready.

Maintain Ideal Balance of Assortment

• Ensure that store stock levels are consistently optimized by monitoring overall stock turnover and inventory performance, including through regularly analyzing product performance reports, and making recommendations for when to remove non-performing / old stock from the shop floor.
• Support any new collection testing being carried out in your store, sharing real time feedback with the Buying & Merchandising teams.
• Analyze and take action based on store-level best sellers and sell through reports.
• Contribute to stock allocation by giving stock requests and feedback on all new styles and collections.
• Record and communicate consistently on lost sales as well as styles / categories that customers ask for so as to improve the company’s overall offering

Inventory Management

• Be responsible and accountable for all stock movement and activities; ensuring that the correct procedure for sending, receiving, unpacking and checking of stock is adhered to for all deliveries,
• Ensure that all stock movement transactions are correctly processed and any stock discrepancies are queried and resolved within the required timelines
•  Adopt all necessary inventory management practices in the store to ensure that the store’s inventory levels and shrinkage rates are maintained within the company standards
• Plan, prepare for and sign-off all monthly stock-takes and cycle counts, ensuring that the process and results are a true reflection of the store’s inventory level
• Monitor and report on stock variances and take action to prevent stock losses

Omni-Channel Sales

• Manage any Shop fulfilment within the store.
• Promote the Shop platform to customers and encourage online shopping.
• Ensure that the Shop website is used to market, upsell and cross sell any products that are not physically in store

Training

• Ensure that all team members are familiar with and following ’s set policies and  Standard Operating Procedures
• Develop team skills by identifying individual training needs as well as encouraging effective teamwork.
• Provide practical training in key areas including customer service, upselling, cross selling, styling, visual merchandising, product knowledge.
• Provide individual support to new team members. Ensure a full induction is provided for and adequate support given during their learning curve.

Leadership & Management

• Provide positive leadership by communicating the company’s vision, mission, goals, objectives and policies to the store sales team, translating them into understandable performance indicators and targets for each individual team member.
• Manage, motivate and measure the performance of the store sales team to ensure KPIs and targets are met, including through clearly assigning duties, and ensuring monthly one-on-ones and quarterly performance reviews are held with each team member,
• Manage succession planning within the store, pre-empting the need for and managing change as necessary.
• Train sales staff. Provide individual support to new team members – ensuring a full induction is provided and adequate support given during their learning curve.
• Manage performance of the team; Identify individual training needs, motivating the team and encouraging effective teamwork, giving recognition and praise wherever possible.
• Deal with team performance issues promptly and appropriately, partnering with HR as necessary.

QUALIFICATIONS AND EXPERIENCE:

• Degree /Diploma in Sales, Fashion, Marketing or Business related course from a recognized university
• At least 5 years of relevant experience in a customer facing/ sales role, 2 of which must be in  management / supervisory  role
• Planning, organizing & time management
• Inventory Management & Visual Merchandising
• Experience in POS operations/ Computer literacy and proficiency in MS Office
• Adept in Visual merchandising & fashion Styling