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To assist the Head of Retail, you are responsible for the daily operations within the retail department of horticulture. Leading the retail team to achieve set targets, manage inventory, ensure all processes are being adhered to as well as operational tasks being carried out. To proactively seek ways to motivate and train the team in order to achieve the best results in terms of sale and customer service.

You are also responsible for ensuring that the nursery retail space is maintained, tidy and presentable and for the upkeep of all plant stock and horticultural display areas within the Nurseries ensuring good health and vitality.

Principal Accountabilities

SALES & P&L

• Achieve or exceed weekly, monthly, annual sales targets and COGs.
• Alongside the Retail Manager, analyse the weekly and monthly performance of the nursery and garden shop against the measures set and agree / take action to maximise both sales and consistent profit growth.
• Feedback weekly to the Head of Retail and Director of Horticulture about product success and failures, low/high stocks and customer requests.
• Work with the Head of Retail and Director of Horticulture to implement ranges that attracts footfall and converts to purchase.

CUSTOMER SERVICE

• Lead by example: provide and inspire the highest levels of customer service, always seeking and maximising sales opportunities.
• Be an obvious presence throughout the nursery/ garden shop assessing opportunities for up and cross selling throughout product range and supporting team daily.
• Build lasting customer relationships to deliver increased sales through effective up selling and cross selling.
• Taking customer enquiries by phone / email and handle efficiently and in a timely manner, including handling and responding to positive and negative feedback.
• To uphold the Petersham Nurseries service standards among the team.

LEADERSHIP & PERSONNEL/ DEVELOPMENT

• Alongside the Head of Retail, responsible for recruitment, induction, training, performance management (annual appraisals/ three-month probation) of horticultural retail team.
• To act as a role model to all new employees, by showing a positive approach to team spirit through excellent team support and positive communication.
• Actively develop internal talent and support the succession plan across department
• Encourage engagement from team through organising regular training, learning and development opportunities for them.
• Alongside the Head of Retail, host daily/ weekly/ monthly team briefings, championing team and cross department communication.
• Regularly catch up with your team, feeding back areas of improvement, sales, stock or identifying opportunities for growth.
• Maintain a good rapport with your colleagues, providing regular updates/ handovers/ support and assistance where needed.
• Communicate the organisational goals to all retail employees and keep them apprised through regular updates.

RETAIL OPERATIONS

• Completing a daily morning walk-around of all horticultural areas inspecting and identifying horticultural maintenance, cleaning/ tidying and assessing stock replenishment for the day, as well as a daily bar code sweep to ensure all products ticketed.
• Alongside Head of Retail set/ delegate daily list of tasks to be completed by sales team throughout shift.
• Instructing team to physical replenishment from stock room and elsewhere and continuing as necessary throughout day.
• To ensure that all operating standards are adhered in order to achieve maximum levels of service and profitability.
• Supervise the opening of the till and accuracy of float and daily cash accuracy and accountability.
• Checking on all customer deliveries due out and liaising with Shop Supervisor – Lifestyle, for internal delivery schedule or outside couriers.

PROCESS & POLICY

• To uphold and ensure the safeguarding of customer data, in line with the data protection act.
• Ensure that the store trades legally and safe and is protected from any enforcement officer activity.
• Accurately administrating delivery files, gift vouchers, refunds and write offs etc.
• Uphold and maintain all Health and Safety protocols, record keeping, accident reports and risk assessments relevant for your department.
• End of day closing - daily evening feedback and diarised/ email handover and service report.
• Deliver any new initiatives, processes and procedures that affect retail operations as directed by the GM.

INVENTORY & STOCK

• Ensure accurate inventory management liaising with stock control for accurate reporting of stock anomalies, wastage and breakages.
• Responsibility for the uploading of all incoming plant stock onto the Cegid stock system along with the management of purchase order queries, ticketing and liaison with growers, regarding inbound stock.
• Supervise and plan mandatory annual retail and green stock take
• Supervise storeroom/ storage area tidy ups and weekly inspections.
• Ensure security procedures are followed in order to prevent theft.
• Troubleshooting operations processes and POS maintenance Cegid and Barclays
• Ensure team accurately administrating Cegid related operations eg, gift vouchers, refunds and write offs etc.
• Supervise weekly spot stock counts, investigate minus stocks and ensure completed in a timely manner.

Other

• Availability to work weekends/bank holidays/ occasional evenings with flexibility in working hours to support team.
• Contribution to growth and vision of business
• A strong ability to demonstrate inspirational visual merchandising standards
• Ensure that all signage and promotions are visibly displayed
• Involvement in ad hoc events/ projects
• Working in an outdoor environment
• Physically fit, as heavy lifting is involved in this hands-on role
• Driving license essential, with the ability to drive a Luton van

Key Performance Indicators (KPI’s)

• Sales Growth
• P & L Cost Control
• Inventory Management/ Wastage
• Operational Standards
• Health & Safety
• Leadership & Development
• Customer Service & Experience

Competencies