Job purpose:

Managing the day-to-day operations of assigned store by ensuring all operational aspects are implemented on daily, weekly, and monthly basis.

Continuously work towards upholding customer experience, driving customer satisfaction and increasing brand loyalty, drive performance and growth, through excellent operational and commercial execution.

Shop Manager is accountable for: driving revenue, controlling costs, and leading an empoweapply-d team, developing talent.

The Shop Manager’s role is to constantly look for new opportunities and ways of working that will create a better business.

Principal accountabilities:

Operations Management

• Managing the store, under the supervision of the Area/Mall manager, leveraging data/reports on financial and operating performance at the store/departments level.
• Complete store administration and ensure compliance with policies and procedures.
• Ensuring that equipment, infrastructure, etc. in stores are used properly and, at all times, maintained in good condition.
• Making sure all related shop licenses are renewed in due time and work closely with GRD to ensure compliance with labor law/regulation, public health and safety regulation, etc.
• Implement monthly and/ or seasonal promotions, ensure all POS advertising/signage are properly posted at the proper time.
• Ensure store standards and Visual Merchandising are up to date and in line with brand standards and guidelines.
• Recap monthly store performance, reporting current business trend to cover every aspect of the business, as well as competitor performance.
• Collaborate with Area/Mall Managers, Human Resources, Loss Prevention, etc. while adhering to and enforcing all company policies and procedures.
• Comply with all Loss Prevention audits, monthly cycle counts, incident reporting and monthly inventory reconciliations to ensure annual inventory shrinkage is below company target.

Customer service and client management:

• Maintain a customer focused approach to deliver service excellence.
• Lead the team on executing superior customer service to increase and retain customer loyalty.
• Lead store team to deliver the best customer store experience, through visual execution an optimal commercial use of both space and fixtures, shop floor replenishment & productivity and set and embeds Brand Standards.
• Manage the achievement of business objectives, by utilizing a top client strategy to acquire, retain and develop high potential clients.
• Ensure proper aftersales services and customers receive their products on time and in good quality.
• Ensure the development, implementation, and execution of company CRM initiatives by providing action plans to the team.
• Capture meaningful customer data for the purpose of building relationships to personalize future client development opportunities.
• Monitor monthly CRM database reporting and capture customer’s’ feedback and lost opportunity to be shaapply-d with management and commercial teams for action.
• Ensure all customer service-related projects and initiative are promptly communicated and implemented.
• Monitor mystery shopper report and engage with management on related action plans.
• Lead the team to promote Alyasra Online shopping websites (OnTime.com and icoona.com, etc.) to serve our Omnichannel strategy.

Financial management

• Lead store team to achieve set daily, weekly, and monthly sales targets.
• Lead store team to achieve the agreed Key performance indicators for stores like conversion, ATV & UPT.
• Ensure adherence to LP policies and procedures to avoid negative financial implications.
• Monitoring, managing, and controlling costs against the budget, maximizing cost effectiveness of stores operations.
• Drive sales and profitability and minimize/ control cost in accordance with agreed budgets (controllable expenses).

Stock management

• Maintaining an efficient level of stock in store and ensure store is fully stocked and the replenishment procedures are being carried out on a daily basis.
• Monitoring loss prevention and shrink, completing accounting of inventory, assets and cash and identifying improvement actions also in coordination with other departments (LP, Logistics, Merchandise…etc.)
• Manage and support stock levels through direct communication with key business departments to maximize full price selling, maintaining a high sell through as well as alignment with new product launches.

Brand and product knowledge

• Ensure the store team understanding of the brand DNA/Concept/History and Legacy and promote the same to customers.
• Educate self and team with products features, advantages and benefits and promote the same to customers.
• Ensure the team is continuously updated with new products/arrivals and market trends.

People management

• Be HAPPY and promote happiness among team members.
• Be always Alyasra citizen through promoting the organization and the culture of PEOPLE FIRST.
• Live performance management-create a climate of high-quality feedback, coaching and development.
• Lead lively and consistent implementation of Alyasra Corporate Recognition Scheme with all its related activities.
• Conduct weekly and monthly coaching/counseling sessions with associates to review performance and provide constructive, timely feedback.
• Set the 5 rocks for all store employees and conduct the semi-annual and annual performance review process.
• Identify areas of improvement and co-create development plans for all employees in collaboration with learning and development team.
• Ensure a consistent and branded onboarding/in-store induction experience for all new hires including part-timers.
• Provide accurate monthly schedules by analyzing peak hours to ensure adequate floor coverage/ staffing and timely submission of incentive records/ payroll records for all employees.
• Partner with Mall Manager and Human Resource Manager for all employee relations issues to ensure effective resolution.
• Develop positive relationships with team by understanding and addressing individual motivation needs and concerns, providing coaching and direction to maximize their potential.
• Ensure adherence to the monthly training plan.
• Ensure proper implementation, adherence and support the team / members of all development programs such as SDP and promotion assessment centers.
• Maintain good teamwork spirt, healthy work environment and positive relationship with all colleagues and management.
• Actively participate and ensure team participation in company people survey – Glint as well as driving actions post survey.
• Adhere to all company policies and procedures and maintain confidentiality of all business-related matters. 

Job Details

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