Store Manager (Retail)

The Store Manager is responsible for the overall store management by efficiently leading a team and ensure smooth operations to optimize sales and deliver outstanding customer service. Be an ambassador of Sephora and embrace working in a fast paced environment.

Responsibilities:

(1) People Management

Recruit & Retention

• Involved in the recruitment of store team together with HR department
• Maintain employee turnover and absenteeism

Train and Develop

• Ensure all new joiners are well-trained and integrated into the environment
• Work with Training department on training plans and objectives for the store team
• Coordinate training schedules and follow up with Training department
• Develop the store team individual career path

Performance Management

• Work with Country Manager on individual and store objectives / KPIs
• Conduct annual, half yearly and quarterly individual performance review with the Store team
• Provide constructive feedback and constantly provide coaching to the team for improvement
• Propose internal promotions and transfers when necessary

Organize and Animate

• Conduct the store team briefing every shift
• Plan a well-organized store roster according to daily traffic and sales trend, optimizing the team resources
• Ensure that the team’s grooming and behavior are according to the store’s SOP
• Work with HR department on any disciplinary issue
• Demonstrate the Sephora DNA to inspire and motivate the team
• Create a positive and exciting environment with great team spirit

(2) Sales Management

Drive Sales

• Responsible for daily store operations, achieving store sales and profitability and ensuring every customer receives great service experience
• Set and communicate the KPIs to the team during the daily briefing
• Communicate to the team on hourly sales achievements and take prompt action to achieve final goal when necessary
• Communicate and ensure that the team is aware of all the brand promotions mechanics and incentives
• Ensure that complimentary gift wrapping services are introduced, key product launches and initiatives are fully supported
• Be operationally hands-on, working with the team on the sales floor to achieve KPIs set

Optimize Store Profitability

• Keep abreast of direct competitors' promotional activities and propose action plan to the Country Manager
• Analyze the sales, KPIs, store’s activity and propose action plan on a weekly and monthly basis
• Be accountable for cost management
• Monitor the store Profit and Loss closely

Customer Service

• Build and nurture a strong relationship with loyal customers
• Constantly focus on new members recruitment (CRM) to achieve the KPIs set
• Coordinate with HQ CRM team to ensure smooth implementation of Sephora’s CRM operations and policies
• Manage and resolve any customer’s feedback
• Ensure that the every team member is trained on Mystery Shopper standard and the standard is practised consistently
• Maintain a high level of motivation and ensure the team is dedicated to offer the best customer service

Merchandising

• Ensure that the store is in good condition i.e. shelves are replenished, fixtures are clean, testers and prices are present in good condition
• Ensure that the merchandising guidelines and planograms are followed according to the Merchandising Book and requirements

Stock Management

• Monitor the stock inventory process to minimize shrinkage and accuracy in stock management; stock room is according to Sephora’s guidelines and standards
• Liaise with Supply Chain team on any stock issue

Cash & Till Management

• Train staff and enforce Sephora’s cash handling and shortage prevention procedures
• Ensure that store funds and deposits are maintained in accordance with Sephora’s policies

(3) Others

• Ensure communication within Weekly Action Box is disseminated to the team and required actions are implemented and follow through
• Ensure store compliance with Sephora's audit processes and requirements
• Any other ad hoc duties assigned

We would love to hear from you if you are someone with…

• 6 years’ experience in store operations or sales management of which 3 years in leading and developing a team
• Experience in retail, FMCG or hospitality industry is preferred
• Good analytical skills with an eye for detail
• Proven leadership skills
• Strong interpersonal communication skills
• Service oriented with great passion for retail industry
• Proficient in MS Office