Targets & Profitability

Responsible for ensuring that stores and store staff are meeting KPIs and standard operating procedures in order to maintain store and company standards and achieve set targets.

Support stores in maximizing revenue, driving sales and increasing sell thru, in order to meet the monthly, seasonal and annual objectives.

Facilitate the AM in controlling stock losses and reducing controllable expenses in order to meet the company standards.

People Management & Training

Facilitate the AM in managing, developing and leading the store staff in order to ensure a fully motivated, engaged and knowledgeable workforce.

Facilitate and deliver regular training to store teams not limited to; customer service, selling skills, product knowledge, KPI’s, policies & procedures, etc.

Identify, train and develop team members for succession into managerial roles.

Conducting HR-related deliverables like appraisals, investigating disciplinary issues, issuing of warnings, etc. in conjunction with the AM and HR to satisfy the HR/legal requirements.

Customer Service

Ensure store teams provide exemplary customer service and build professional relationships with customers at all times.

Implement and maintain all customer service processes and policies on a consistent basis.

Lead by example.

Communication & Reporting

Responsible for developing and maintaining an open, efficient and effective channel of communication with the store staff, AM and other departments in order to ensure that accurate information is passed on in a timely manner.

Provide regular and seasonal product feedback to the Buying & Merchandising team to ensure stores are correctly stocked in terms of volume and customer demand.

Responsible for ensuring that the store staff are kept fully informed and up-to-date on all information relevant to them.

Competitor & Product Knowledge

Maintaining up-to-date information and facilitate the AM about customer profile, competition within the mall/city, trends, quality based issues, etc. in order to ensure that pricing, buying and promotional activities are in line with the demands of the market, customer service is enhanced and staff profiles are suited to the brand/client profile.

Maintain up-to-date product knowledge for self and entire team.

Policies, Procedures & Operations

Ensure all company policies and procedures are communicated to store teams, implemented and adhered to.

Ensure that the store is maintained and operated at the standards provided by the HO and principals in order to enhance the image of the brands and drive sales.

Brand Awareness

Responsible for maintaining up-to-date brand knowledge as well as the VM guidelines a and a full understanding of the brand history in order to ensure that the brand image is upheld at all times.