Senior Sales Assistant | Retail | Marks and Spencer

Job Requisition ID: 163643

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

The Senior Sales Advisors role is to help maximize the store sales and to ensure that sales associates on the sales floor provide a first-class customer experience. Carry out the responsibilities assigned by the commercial department manager from time to time.

What you will do

Drive Sales

• Coordinates staffing to have enough cover in the right place at the right time to deliver the sales plan.
• Knows sales targets, raises awareness of daily/weekly sales and encourages sales assistant’s upselling.
• Helps CDM to complete probes and prepare SWOT.
• Demonstrates an understanding of the fashion trends and competition and supports CDM to identify opportunities to drive sales.
• Ensures stock availability for opening and throughout the trading day.
• Can read SLS report; follow up top 10 and top 30 sellers and supports CDM to identify areas of growth in BU s and T department level.
• Understands customer conversion system and supports CDM to use this information to drive conversion, ATV (Average Transaction Value), IPC (Item per Customer) and maximize sales.

Layout and Look

• Executes layout change and flexing footage for events.
• Implements departmental layout and promotions in line with seasonal changes.
• Understands VM concepts: sequential links, SILIBI, stories, windows and sight lines.
• Controls the size cubing and size ordering on the floor.
• Controls the ticketing principles on the floor including eye level and high-level decors.
• Ensures that the store equipment is in proper condition and store lighting is well functioning.
• Takes part in commercial walk and is able to describe key trends, stories and best sellers.

Stock Management

• Reviews top and bottom selling lines weekly with CDM for stock order or stock consolidation.
• Monitors the availability of NOOSE lines, prepares the report on time and keeps the team informed about NOOSE lines.
• Looks for opportunities to enhance the delivery receiving process and decrease stock loss.
• Regularly reviews high stockholding areas for the responsibility area with CDM and implements decided action to ensure minimum stockholding in the backstage.
• Ensures that the backstage remains neat and organized with proper equipment in place to increase the speed of replenishment.
• Reviews BTF with CDM to capitalize on sales opportunity.
• Keeps the huddle board updated and ensures replenishment is completed, and CDM updated.

STANDARDS

Service Standards

• Actively demonstrates and role models service – Doing the Right Thing principles.
• Acts as a senior contact on the sales floor for customers and leads the staff, flags issues to CDM.
• Ensures maintaining the mystery shopper criteria are well presented on the floor.
• Makes sure that the fitting room procedures are followed correctly.
• Attends comp shop and demonstrates an awareness of the service proposition among competition.
• Supports CDM to deliver the elements of The Service Pyramid to provide an easy-to-shop environment with engaging staff who are delivering Rhythm and Routine, Basic Services and Delight.

Service Measurements

• Is aware of criteria included in Mystery Shopper and CSI.
• Supports awareness on service measurements on the shop floor and executes improvement actions as assigned.
• Suggests recognition based on observations to reward and recognize excellent service in store on a regular basis.

Health and Safety

• Ensures adherence to Health and Safety guidelines at all times. Ensures any potential risks to customers or employees are addressed immediately.
• Reports any store maintenance issues and follows up as instructed.

Store Premises

• Ensures staff rooms, break rooms and toilets are clean and in good working conditions.
• Ensures that the customer prayer rooms and toilets, if available, are in perfect condition.

PEOPLE

People Policies and Procedures

• Communicates changes to team members as requested.
• Demonstrates an understanding of the HR policies, can reach available policies.
• Prepares and follows the staff activity sheet.
• Monitors the backstage and staff areas are up to business standards to create a motivating atmosphere.
• Supports CDM in communicating and cascading key messages including delivering daily briefs.

Employee Engagement

• Is aware of employee engagement survey, results and actions.
• Covers for CDM in their absence ensuring open communication and fair approach to all team members.

Performance Development

• Takes an active role in ensuring all existing and new employees develop the skills to perform well in the role.
• Keeps up to date with relevant information about business, store and section and shares knowledge and experience with other team members.
• Provides feedback about team members to CDM to support PDR process.

COSTS

Profitability

• Supports efficient use of FTE in the store.
• Focuses on lowering Marked & Damaged and Till Discrepancy within team members.
• Trains the team to lower exchange and returns for the respective business unit.
• Executes fitting room checks, asks for CCTV footage of suspicious customers to minimize stock loss.
• Manages GM and Food shrinkage targets through accurate management of all stock systems and people processes.
• Demonstrates an understanding of cash management procedures and provides feedback to Admin Manager when cash management procedures are not met.

Cost Improvement

• Actively supports cost reduction initiatives in the store.
• Demonstrates awareness of shrinkage and discrepancy measures used across the store and supports improvement.

Minimum Qualifications and Knowledge:

• High school diploma or equivalent preferred.
• Knowledge of customer service principles and processes.
• Knowledge of sales principles.
• Relevant product knowledge and training.