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Store Manager London, England

Urban Chocolatier

Full Time London, England 25000 - 27000 GBP ANNUAL Today

Job description

Reporting to:

Area Manager

Responsible for:

Department Supervisors and Customer Assistants

Purpose:

To maximise sales and profitability within the store through delivery of exceptional customer service standards and the effective management of the store team

Skills and Responsibilities

Commerciality

To analyse commercial information available to help understand and improve the stores sales performance.
To pro-actively identify ways to drive the business forward, putting forward suggestions and improvement opportunities to the area manager.
To monitor competitor activity and react / feedback accordingly.
To communicate sales targets and results and ensure all employees understand their role in delivering them.
To identify and own solutions for risks or improvement opportunities to the store and/or business.
To ensure effective staff scheduling in relation to store trading patters, sales targets and footfall.
To control, manage and minimise all controllable costs efficiently (within planned budgets).
To use company tools available to drive performance.
To have an awareness of store and company bestsellers to increase sales opportunities.
To create, implement and drive store and support company initiatives and competitions to increase sales.
To ensure all products, tables, utensils and cutlery are correctly placed and replenished by adhering to company guidelines.
To monitor any new or existing products in store and feedback any issues to the area manager.
To effectively execute any floor moves or changes, promotions, store or company events and launches.
To maintain consistency of the Urban Chocolatier brand through excellent standards, in line with company guidelines and expectations.

Service

To analyse all customer related information available to create and deliver a culture of exceptional customer service.
To ensure all team members are fully conversant with the customer service program and all current store promotions.
To actively and effectively manage the shop floor and all departments in line with company guidelines.
To role model great service for the team, leading by example by welcoming customers with a friendly and open approach, and actively seeking to convert each customer.
To optimise sales through consistency in the customer service experience, through a variety of selling techniques and sound knowledge.
To promote and monitor quality service within the store, through monitoring ATV, encouraging link selling and add on opportunities as well as staff recommendations to meet the needs of our customers.
To provide on the spot feedback to members of the customer assistant team, designed to increase their confidence and service levels.
To promote, monitor and manage service levels within the team, through observation and two way feedback, making suggestions for ways that the service can be improved (support, encouragement and motivation).
To lead by example and manage the company loyalty stamp system and oversee this thoroughly in order to improve and increase sign up and engagement rates.
To use effective scheduling of the floor and departments to meet needs of customers throughout the day and to maximise sales opportunities.
To serve customers at the till point or IPAD, ensuring transactions are processed quickly, professionally and accurately.

People

To recruit, select, develop and retain high calibre staff that reflect the Urban Chocolatier brand and promote excellent customer service.
To continually train, coach and develop employees to ensure they are able to carry out their role effectively.
To act as a role model, consistently leading by example to ensure behaviour is emulated by other.
To provide outstanding and inspirational leadership for the team, setting clear direction and expectations.
To encourage and recognise outstanding team performance, to increase team motivation and store morale.
To develop, implement and maintain a store succession plan to ensure continued success of the store and wider business, implementing challenging objectives through development plans to develop employees with potential to support store succession.
To ensure all employees have monthly check in and annual appraisals, completed within given timeframes to drive and encourage individual performance.
To identify and address any performance issues within the team in a timely manner.
To effectively record, monitor and address any lateness, absence and sickness to ensure issues are reduced in store.
To lead by example, ensuring compliance with the company dress code standards (for all).
To effectively influence key stakeholders, managing relationships effectively and to the overall benefit of the store and business.
To use company tools available to plan ahead and manage the allocation of daily work to the team.
To lead team briefings, ensuring the team understands the expectations for that day and how they can each contribute to the store achieving key targets.
To manage or note take during formal meetings, such as investigations into absence levels or customer complaints.
To lead by example, setting high standards and expectations for the customer assistant team.

Operational

To undertake key holder duties to ensure effective running of the store.
To ensure operational practices and procedures are consistently adhered to throughout the year and compliance results are in line with company targets and expectations.
To maintain housekeeping standards, ensuring all front and back of house areas are kept clean and tidy.
To take complete ownership of the opening and closing checklists as per company policies and procedures are followed.
To ensure the store is a safe working environment by adhering to all company health and safety guidelines and legislation, including awareness of the location of the first aid kit, fire extinguishers and emergency evacuation plan.
To effectively implement best practice within the stockroom, to ensure that all stock and administration is managed in line with company guidelines.
To protect stock through an awareness of loss prevention and store compliance with security policies and procedures. Ensure all customers are aware of where and how to pay for their purchases.
To manage shrinkage, ensuring it is effectively controlled throughout the year.
To manage all aspects of store security in accordance with company policies and procedures including employees, cash, stock, IT equipment and store security itself.
To effectively plan and implement staff schedules, overtime and holidays to ensure the store is fully covered in line with store and business needs.
To consistently follow the correct opening and closing procedures for the store, responding appropriately in the event of an emergency.
To provide thorough handovers between shifts, ensuring the rest of the management team have all the information they need to successfully operate the store.

Business Behaviours

Communication

To communicate clearly and effectively, both verbally and non-verbally.
To maintain effective working relationships with colleagues and customers, through timely, effective communication.
To remain open minded and responsive to the views of others, demonstrating active listening skills as appropriate.
To convey information effectively to all parties, using appropriate language.
To tackle any disagreement constructively and professionally, working to resolve any conflict in a timely manner.
To maintain a professional manner at all times, remaining calm and staying focused on the job at hand.

Flexibility and Adaptability

To respond positively to change (Within the role, department, store, business, etc).
To demonstrate an ability to reprioritise tasks, with a focus on achieving the best results.
To remain open to new ideas, methods and approaches, applying these to the benefit of the business in all cases.
To take on new tasks and responsibilities as required (Covering colleagues’ workloads, etc).
To remain open to new procedures, organisational structures and technology, working to realise the business benefit at all times.
To demonstrate an ability to see potential obstacles as opportunities for personal and/or professional development.
To effectively handle multiple demands and shifting priorities, always working to ensure deadlines are met and standards maintained.

Personal Effectiveness

To maintain personal motivation and focus when under pressure.
To effectively manage own time and priorities.
To remain calm, professional and focused, acting as a role model in difficult situations.
To demonstrate initiative, decisiveness and effective problem solving skills.
To proactively identify and address skill shortages and personal development areas.
To act with integrity at all times, communicating honestly, directly and constructively with all internal and external partners.

Business Understanding

To demonstrate a genuine enthusiasm for and commitment to the business at all times.
To demonstrate an interest in the company’s objectives and performance at all times.
To support the business strategy through effective team working, both with immediate colleagues and other areas of the business.
To make suggestions to improve business processes, using best practice and ideas from competitor activity and industry norms.
To be loyal to the company and its principals, acting with the best interest of the business in mind at all times.
To proactively acquire a good understanding of how the different parts of the organisation work together, and where appropriate, to use this knowledge to constructively challenge and improve own and departmental performance.

Job Types: Full-time, Permanent

Salary: £25,000.00-£27,000.00 per year

Benefits: