People & Operations Manager (Retail)

Escape Recruitment Services Commercial Division are recruiting for our client, a well-known and successful national brand. We have an exceptional opportunity for an experienced People & Operations Manager for their retail store based in Fife.

You will be responsible for overseeing both the operational and people management functions of the store while driving sales growth and ensuring exceptional customer service. You'll report directly to business stakeholders and play a key role in maintaining high standards in service delivery and store operations.

Responsibilities include:

1. Sales & Customer Service
   1. Work closely with business stakeholders to execute the store's sales and growth strategy, identifying opportunities to increase sales revenue.
   2. Take ownership of the store's revenue sales target ensuring you meet personal and individual team targets.
   3. Implement individual team KPI targets in line with achieving overall store revenue targets.
   4. Motivate staff to support individual and store performance.
   5. Drive local and corporate sales campaigns and initiatives, ensuring team understanding and buy-in.
   6. Ensure customers receive exceptional service levels at all times.
   7. Lead by example in order to consistently demonstrate what exceptional service looks like.
   8. Resolve customer service issues and complaints.
   9. Effectively manage customer flow in store.
   10. Ensure customers are provided with accurate product knowledge.
   11. Provide regular updates and reports to business stakeholders on store performance.
2. Operations Management
   1. Plan and manage a complex staff rota ensuring adequate store cover at all times.
   2. Communicate and update staff on store priorities and performance.
   3. Drive company Vision and Values awareness and activities.
   4. Manage visual merchandising effectively.
   5. Work closely with corporate partners to ensure consistency in store branding and policies.
   6. Review and maintain stock levels.
   7. Ensure high standards throughout the store.
   8. Control daily banking and cash handling following company processes.
   9. Identify opportunities to streamline store processes and procedures.
3. People Management
   1. Manage and approve staff shift and holiday requests, ensuring minimum staffing levels are maintained.
   2. Conduct regular staff performance reviews.
   3. Recruit, onboard and induct new staff including conducting probationary reviews.
   4. Conduct staff training.
   5. Develop individual training and development plans for staff.
   6. Identify staff development opportunities and implement progression plans.
   7. Record and track staff absence.
   8. Deal with any staff issues.
   9. Manage disciplinaries and grievances processes.
   10. Ensure business stakeholders are updated on relevant staff concerns.
   11. Maintain staff personnel paperwork and records.

Experience & Background Required

1. Retail Experience: Strong people management background, ideally in a retail environment.
2. Sales & Performance Management: Experience in managing sales revenue targets and KPIs.
3. Customer-Focused Role: Proven experience in a customer service environment.
4. HR Knowledge: Familiarity with HR processes like performance reviews, disciplinaries, and grievances.
5. Communication & Leadership: Excellent communication skills and the ability to motivate and manage a team.
6. Administrative Skills: Strong organization and administrative abilities for maintaining staff records and paperwork.