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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:

• Discounted or free food
• Employee discount
• Store discount

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Tips

Work Location: One location