Store Assistant Manager – Chanel SAB Canal Walk

Position : Store Assistant Manager

Department: Stores

Reporting to : Regional Operations Manager

Purpose of the role

Store Manager 2IC. Stands in for SM when SM is not there (including dark store if applicable). Accountable for the management of all administrative/reporting processes as it adheres to efficient inventory management of the store - process and systems. Customer focussed and effective people/team lead.

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

KEY CHALLENGES : Support the SM leadership and communication style - as the 2IC you need to be aligned. As the main inventory process/admin process reporting person - other team/store issues when the SM is not in the store may take priority/clash with the daily/weekly/monthly reporting requirements which have to be done. Also responsible for the smooth efficient dark store operation (if applicable to your store)

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

JOB RELATED SKILLS :

• Sound Leadership - action and accountability
• People focussed
• Customer centric
• Decisive
• Analytical
• Process and admin minded - continuous improvement
• Systems savvy