Communication is key to running a successful store. Create and maintain the right systems in place to ensure all staff can effectively communicate with each other, both on and off the shop floor.
Lead from the front and demonstrate 5* Customer Experience yourself while on the shop floor. Be aware of your shop floor at all times through observing and listening to the consultations taking place. Providing clear and consistent feedback and direction to the team on their customer experience is key to shop floor leadership.
Ensure work is delegated throughout the management team in order to maximise your time spent on the shop floor. You are required to spend at least 80% of your work hours a week on the shop floor.
Provide regular learning, coaching and reviews for your team to allow them to consistently deliver 5* customer experience. This includes working with them on their product knowledge, brand awareness, and customer interaction skills. Quarterly staff reviews should take place to ensure consistent follow-up with staff development. How often development takes place is up to you and the management team - every day is a learning opportunity.
Encourage, respect and look after one another. Hold each other up so that your place of work is a supportive environment.
Drive sales through understanding and analysing your business drivers, including average sale, conversion, Global Mystery Shop Reports.
Communicating business results with the team, and implementing new plans and ideas will be key to improved results.
Ensure your shop is well looked after. Keep the shop floor clean, tidy, & well merchandised and your stock fresh for our customers, and all back of house areas as clean, safe, and pleasant as you can for the team.
Understand and utilise the miscellaneous expenditure such as transport, staff benefits, incentives and other necessities for the shop to support the running of the business.
You should support your Shop Manager in managing your staffing and stocks to maximise productivity and minimise wastage respectively.
Make sure all staff members follow appropriate cash handling and banking procedures, to ensure all money is kept safe.
Where company-wide procedures and policies exist, you should ensure you and your team work within these parameters. This includes working to deadlines when set by the wider business. Where they do not exist, consider any company-wide policies you would like to establish and propose these to the support team for approval.
Contribute to the vision of your shop, by creating & supporting “top box” goals for the shop and team with your Manager. Ensure that all decisions you make ultimately contribute towards achieving these.
Take on any tasks as requested by your Shop Manager in order to develop your skills to effectively manage the business, such as training, scheduling, forecasting, ordering, recruitment, stock management reports and performance management.
Alongside the Shop Manager, you should develop the Supervisors to become strong leaders, ensuring they have the right skills to develop the team and contribute to the management of the business.
