Store Manager (Gateway)

Boutique Store Manager – Chanel

Position: Boutique Store Manager

Department: Sales

Reporting to: RDM

The Prestige Cosmetics Group is one of the subsidiaries of CAVI Brands and is one of the leading distributors of luxury fine fragrance, cosmetics, and specialised skincare in Southern Africa. Some of the luxurious brands include Chanel, Blvgari, La Prairie, and Dolce & Gabbana to name a few. The Prestige Cosmetics Group epitomizes luxury, dynamism, sophistication and excellence and is offering an exciting opportunity for a driven and ambitious individual to join the team.

Purpose of the Role

The purpose of the role is to ensure the store's profitability through focusing on the business drivers: customer service, generation of turnover, operating expenses and losses, implementation of brand and company standards, establishment and maintenance of effective people and process management practices, and building and maintaining brand image and awareness.

KEY RESPONSIBILITIES

CUSTOMER SERVICE DELIVERY

• Implement the Chanel customer service strategy and processes with attention to proactive issue resolution and a luxury customer experience.
• Ensure correct implementation of store layout, merchandising, signage and visual displays according to brand standards.
• Manage and maintain the stock pipeline to ensure that stock is displayed on the sales floor in accordance with the brand guidelines.
• Ensure correct and timely implementation of store's promotions, events and other brand communications, in accordance with brand standards.
• Ensure appropriate staffing levels to support customer service requirements.
• Monitor monthly performance axes split/slow lines and determine suitable actions to address problems.
• Drive IPT to a target of 2.5.
• Drive brand incentives to achieve sales targets.

MERCHANDISE MANAGEMENT

• Conduct weekly analysis and interpretation of all stock management reports to manage the store's performance.
• Communicate with Line Manager on stock issues e.g. out of stocks, overstocks.
• Ensure data integrity through effective stock control and ensure SOP is followed.
• Identify and plan stock and tester needs for the month and ensure orders are placed timely and follow up on receipt thereof.
• Identify and plan supplies and tools for the month and ensure orders are placed timely to ensure all supplies are available to serve clients.
• Know your stock versus tester ratio to ensure that testers are used efficiently.
• Identify maintenance issues and snags and ensure these are resolved through reporting to the Visual Manager and follow up.

PEOPLE MANAGEMENT

• Assist in the recruitment of new team members.
• Induct new staff members.
• Manage the performance of self and all direct reports, ensuring that regular feedback is given/received, coaching and mentoring on performance is provided to enable continuous improvement.
• Be actively involved in own Individual Development Plan (IDP), develop such plans for all direct reports and ensure that the agreed development interventions are delivered.
• Identify training needs for team members and communicate needs to Training Manager.
• Attend classroom training and ensure that staff apply this ongoing learning on counter.
• Ensure an open, motivated and harmonious work environment.
• Manage daily team/people issues (absenteeism, leave, time keeping).
• Conduct weekly team meetings for ongoing communication.
• Conduct weekly EMTs in store to ensure key focus areas are addressed and standards are maintained. Maintain records of all EMTs and report back to Line Manager monthly. Monitor impact of EMTs in store.
• Formally review job performance for all employees quarterly and annually and maintain written records of such meetings; implement the company performance processes.
• Conduct monthly one-on-ones with sales team to address performance (good and poor).

BUSINESS PERFORMANCE

• Analyse budgets and projections. Put a plan in place to achieve/exceed sales budget and achieve optimum expense ratios.
• Set targets per person per day and manage the monitoring of % to target daily and weekly.
• Implement business processes of managing expenses to increase profitability.
• Ensure that store stock loss results are within company norms with an effective stock loss action plan which identifies and addresses all potential security risks within the store.
• Ensure compliance to OHASA requirements.

MARKET INTELLIGENCE

• Conduct regular environmental scans of competitor activities (price, product, layouts and promotions) and external socio-economic factors so that appropriate changes can be made to the business plans.
• Ensure that all promotional and event directives are executed in accordance with brand guidelines.
• Ensure that the store delivers appropriate merchandise and services based on brand standards and the store's specific customer profile and customer trends.

STAKEHOLDER MANAGEMENT

• Ensure client experience standards are upheld and reinforced.
• Build relationships with all levels of management.
• CRM Management – oversee and ensure the maintenance of the CRM cards to retain customers and ensure regular contact with VIP clients.
• Oversee BC’s communication to customers to ensure customer recruitment and retention.
• Drive increased customer database (attraction of NEW customers).
• Manage in-store customer complaints or concerns.
• Provide feedback to Line Manager regarding any customer issues or feedback within 24 hours working with Training Manager to resolve.

ADMINISTRATION

• Daily, weekly, monthly sales tracking sheets.
• Weekly and Monthly top 5 competitors.
• Analyse sales and competitor reports to identify trends and sales opportunities.
• Store schedules set to meet the business's staffing needs.
• Manage leave applications via ESS.
• Submit claim forms for overtime, night work (holidays etc.).
• Store checklist submitted weekly.
• Submit store event report including photographs to Line Manager.

COMPETENCIES

• Deciding and Initiating Action.
• Leading and Supervising.
• Working with People.
• Relating & Networking.
• Adhering to Principles and Values.
• Persuading and Influencing.
• Planning and Organising.
• Delivering Results & Meeting Customer Expectation.
• Coping with pressure and setbacks.

REQUIREMENTS/QUALIFICATIONS

• Matric certificate.
• At least 3 years retail and cosmetics store management experience.
• Must have Store Manager experience.
• Certificate in Beauty/Make-Up is advantageous.
• Working knowledge of MS Word, PowerPoint and Excel.