The Store Manager is responsible for driving retail sales of all ELC brands while delivering excellent Customer Service. This involves managing and developing the talent and capabilities of their team to achieve optimal performance in sales and customer service. The Store Manager is also required to deliver retail operational excellence to provide an efficient and effective work environment. The Store Manager is required to coach and lead by example. Strong communication and exceptional follow through are essential to delivering excellence in execution.
Drive retail sales performance.
• Drive transactions and sales of the entire team to achieve the store sales targets.
• Lead Beauty Advisors (BAs) in the store(s) to hit the monthly sales target set (example: by individual and by brand).
• Conduct regular counter meetings to give direction and keep BAs updated with sales performance.
• Support TR Maxx (cross brands) selling with coaching of BAs.
• Prepare regular reports on sell-through figures, competitors, tracking of new launches,
promotions/incentives, and update on retail store activities like in-store promotions/traffic/customer profile/consumer shopping behaviour or feedback.
• Have effective coordination and follow up at store level to execute details of HPPs and promotional programs.
• Understand the business trends and competitive dynamics to propose action plans to generate incremental sales if applicable.
Deliver 5star customer experience
• Lead by example to deliver outstanding customer service and cultivate a superior service culture focusing on the customer as our 1 priority.
• Inspire, motivate and coach individual BAs to deliver 5-star customer service to all customers.
• Handle complicated customer feedback, complaints, queries and product returns as well as provide service recovery if needed.
Develop and manage talents and capabilities of the team
• Provide clear goals and expectations to all BAs.
• Foster teamwork and team spirit.
• Conduct required sales/productivity (IPT/AUS) performance reviews and regular team meetings. Follow up on coaching/guidance if necessary.
• Ensure that BAs maintain high personal grooming standards as set by the brand.
• Guide ne w BAs on the Standard Operating Procedures and provide coaching to new BAs on basic product knowledge and selling skills.
• Hold individuals accountable for their own achievements, performance, behaviours and compliance to
policies and procedures.
• Manage the progressive disciplinary process by proactively addressing poor performance, attendance or conduct issues.
Deliver retail operations excellence
• Supervise daily counter duties of BAs such as housekeeping, counter/hygiene maintenance,
merchandising, ensuring availability of stocks, testers and visual merchandising materials are in
accordance with brand guidelines.
• Optimize staff schedule to support peak hours in traffic to maximize staff productivity to drive the
conversion rate.
• Maintain and monitor inventory levels; execute cycle count and physical inventory as required, report out of stocks, minimize stock holding of slow movers, process testers, returns and destructions with accuracy.
• Report counter defects timely and follow up with rectifications.
• Complete all account and HR documentation accurately and on time.
• Adhere to all company and/or Retailer’s policies and procedures.
• Manage part-timers and promoters if any
