Detail Role Responsibilities / Activities :
Coach each door to ensure that the highest customer service standards are maintained at the point of sale. Coach each Consultant team on service, selling behaviors, and connecting with clients.
Lead by example via counter coaching work alongside each Consultant team to provide on-going Education (service and selling skills / product knowledge) and reinforcement of Key Performance Indicators (KPI).
Review on a monthly basis each Counter / Store manager’s KPIs Hourly Productivity, AUS, IPT, MOB, new customers and Booked Appointments.
Enhance performance and address concerns via in-store coaching.
Provide support, advice and direction to Counter / Store Managers and Consultant teams in all matters pertaining to their roles and activities in-store. This includes :
Ensuring team members are aware of upcoming activities, marketing support and sales support
Instructions and directions on action plan
Supervision and staffing issues
Receiving and communicating feedback from team with regards to promotional mechanics, store activities, competitors’ activities
Assist in set up of promotional sites and new counters.
Conduct quarterly Consultant appraisals in conjunction with the Counter / Store Managers. Recommend and implement course of action training needs, succession planning etc.
Submit yearly Consultant appraisals to Sales Manager for review.
Attend and co-facilitate training sessions with Education Manager to improve skills and knowledge. Plus receive new education modules for application and coaching at point of sales.
Substitute for Counter / Store Manager during her absence in key doors.
Lead the orientation of Counter / Store Manager / New Consultants in-store.
Collaborate with Counter / Store Manager to develop weekly and monthly targets (both quantitative and qualitative) and action plans.
Secure store management and counter staff buy-in to specific goals and strategies.
Submit monthly journey plan (reflecting appropriately Sales and Education priorities) to Sales Manager at the beginning of each month.
Actively participate in Brand and HR Meeting which will be held once a week. Prepare and update for review and discussion with Sales, Education and Marketing achievement of sales targets, key business issues, opportunities, education concerns, etc.
Maintain an ongoing awareness of the performance of the Brand in each door versus competition. Discuss at Brand and HR Meetings areas for improvement and recommendations for a course of action.
Ensure that all counters / stores follow merchandising and hygiene standards as directed by the Brand.
Participate in all appropriate Management meetings and training seminars.
Review Module and Category Mix every 6 months based on POS sell through units to maintain healthy counter inventory.
Ensure purchase orders are received from stores before last order dates.
Verify Consultants’ paperwork relating to staff purchase / incentives claim approval of Annual / Unpaid Leave Forms.
Profile Of Potential Candidate :
Diploma in Business Management or equivalent.
Minimum 3 years of experience managing retail operations and at a supervisory level.
Excellent interpersonal and communication skills.
Excellent coach and communicator
A good listener. Skilled at winning people over.
Team player, inspires and mentors a team, likes to lead by example, inspires enthusiasm.
Self-reliant with the ability to make solid business decisions independently
Ability to relate with different stakeholders and enjoys the fast-paced retail environment.
Ability to manage multiple responsibilities
Proactive in problem-solving and taking initiative to improve business
Passionate desire to make sales targets
Ability to get others to buy in to specific goals and strategies
Numeric ability essential - Computer literate in Excel and Word
Personal grooming must reflect / promote grooming and hygiene standards.
Travel : Yes, 10 % of the Time