Shop Manager

SEPHORA


Date: 17 hours ago
City: Riyadh
Contract type: Full time
Key Accountabilities

Client Experience

  • Embody Sephora Attitude and set an example in front of the team.
  • Provide support to the team in difficult situations ensuring client’s satisfaction.
  • Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI’s.
  • Take over floor leadership segments and ensure the floor is always managed and covered.
  • Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
  • Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.
  • Inspire the team to use digital tools to deliver a customized service.
  • Work in partnership with the Supervisor and coach the team to offer our Beauty Services to maximize client satisfaction.
  • Provide support for the Area Manager in analyzing results and proposing action plans to enhance client experience.
  • Maintain and enforcing quality customer service and resolve customer service complaints.

Sales

  • Inspire the team in achieving commercial and operational KPI’s and create improvement plans to drive them.
  • Reinforce sales policies and techniques established at the Sephora University with all team members.
  • Balance and drive the sales target among selective, exclusive and Sephora Collection.
  • Achieve the desired market share for services.
  • Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.
  • Create disruptive internal competitions to motivate the team and boost the achievements.
  • analyzing the results achieved during the shift/floor leadership segment and create action plans during the day to achieve set target.

Operations

  • Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
  • Contribute to the store projection of an excellent image through cleanliness and product restocking.
  • Enforce the team to apply and follow established policies and procedures regarding store operations.
  • Accurately monitor stock availability and report low stock to Head Office to avoid OOS situations.
  • Propose podium order and track daily performance.

Operations

  • Drive all operational KPIs and create improvement plans for each.
  • Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc... and communicate to your assigned team.

Business

  • Provide support to the Area Manager with knowledge of the market conditions, competition, client needs, etc.
  • Analyze all relevant KPIs and propose action plans for improvement.
  • Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
  • Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
  • Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.
  • Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training, and monthly trends.
  • Plan, implement and oversee in-store promotional events or displays.
  • Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
  • Ensure all Business reports are completed efficiently when required.

People

  • Motivate and develop the team through daily coaching / observations.
  • Communicate and inspire the team on business strategy, vision and relevant information through animate briefings, coaching’s, and trainings.
  • Increase the team confidence and motivation by praise and feedback for their performance.
  • Identify, engage in recruiting, and develop talents and secure succession plans in collaboration with the Area Manager.
  • Ensure the team is attending training and follow up is done after the training is attended.
  • Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.
  • Ensure an addictive beauty experience through performing monthly assessments.
  • Facilitate team monthly meetings to analyze and discuss their performance.
  • Be responsible for the PCR and PIP process of the entire assigned team.
  • Oversee the annual leave of the team and liaise with the Area Manager for final validation according to business needs.

Know How

  • Project an exceptional image and body language in accordance with the guidelines set by Sephora.
  • Keep up to date on trends and products.
  • Inspire, mentor and coach the team.
  • Transfer knowledge and create a highly performing culture in the store.

Relationships

Internal Relationships

  • Store team (Supervisor, Beauty Consultants), and Head office team.

External Relationships

  • Suppliers, Brand promoters/managers/trainers, Securi

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