Lincoln
Retail
Competitive plus benefits
Phase Eight

About The Role

The successful candidate will be able to interact easily with a broad range of customers as well as the host store management, creating instant rapport and acting as a brand ambassador. They will be a natural promoter of customer service excellence, going out of their way to provide an outstanding store experience and to ensure that customers remain loyal return time and time again. They will have a passion for recruiting, training, retaining and supporting others in their team and thrive off seeing others develop and grown in their roles. They will relish the responsibility and opportunity of managing their store and show an entrepreneurial flair running it like it’s their own business – identifying opportunities for growth and creating a clear, commercially viable plan to drive the store’s contribution and EBITDA.

Customer

  • Creates an environment where the team are continuously delighting the customer and communicates with clarity that the customer is the primary focus for all selling activity
  • Leads by example and ensuring the team deliver an outstanding customer service in-store to create a truly premium customer experience by putting the customer at the forefront of all we do
  • Uses knowledge and understanding of the customer, local market and competitors to develop initiatives to drive footfall, loyalty and engagement;
  • Builds and delivers a fantastic store service strategy tailored to the store’s customer profile and motivate and inspire the store team to deliver this;
  • Demonstrates a thorough knowledge of our current season range including other lines available online and use all multi-channel tools available both on and offline
  • Drives the customer experience further by understanding the importance of data capture and the benefits of this to the customer experience
  • Uses all VM tools at their disposal, presents our product at its very best to our customer in order to highlight newness in the range and showcase outfit building suggestions and styling tips to maximise sales opportunities with effective use of space and stock availability
  • Coaches and supports their team on product knowledge and the collection so that they understand the impact their service level is having on the customer satisfaction and the store performance
  • Seeks out customer feedback, evaluating it and making changes where appropriate
  • Rewards and recognises excellent customer service at every opportunity while managing poor customer service consistently
  • Champions and drives all available customer loyalty mechanisms and ensures any targets associated with these are achieved through the team
  • Coach, support and oversee your store and management team to ensure the customer experience and brand vision is being delivered at a high level at all times

People

  • Recruits dedicated, competent and driven individuals with a passion for the brand
  • Takes responsibility for all recruitment within store and ensures all newly recruited members of the team receive a comprehensive induction plan
  • Works collaboratively to drive the management team to deliver clear results, maximise potential and increase performance through a coaching attitude, offering bespoke training throughout the employee experience
  • Engages and inspires the team to deliver excellent customer service at every opportunity with passion and enthusiasm
  • Takes responsibility for the training and development of their team, effectively delegating where appropriate to both inspire and empower the team
  • Ensures any opportunities for feedback, such as probation reviews and annual development reviews, are planned and carried out in a timely and motivational manner with employees having a sound understanding of their strengths and a clear plan to develop their skill set and improve their performance
  • Is able to articulate accurate feedback about performance in a constructive and developmental manner
  • Prepares training and development plans based on assessment of needs of the team
  • Uses performance management processes to ensure all teams are at the required standard of performance
  • Leads and inspires team in daily briefings, team meetings etc to reinforce key targets, promotions, brand and group communication
  • Encourages retention through creating an engaging, motivational and successful working environment
  • Works with the Regional Manager to identify and nurture top talent within the team, upskilling and developing them to prepare them for their next role
  • Highlights any performance concerns with the Regional Manager, seeking advice from the HR team where necessary and taking the required action
  • Utilises team members with particular skill sets to upskill other members of staff
  • Builds trust amongst team through delegation, team work, clear communication and inclusive management style
  • Adopts a ‘one-team’ and ‘one-business’ approach, facilitating a team unity
  • Acts as a buddy, role model and mentor to new Managers coming in to the business to encourage, inspire and motivate
  • Works with the Regional Manager to identify key areas of strength within the team and the store and areas for growth and building an effective store strategy to address these in order to maximize branch profitability; 
Driving the business
  • Builds strong and effective relationships with the hoist store management to ensure the brand gets the support required
  • Drives and delivers on all business KPI’s including sales, stock loss and payroll amongst others and ensures the team implement necessary actions as solutions where necessary
  • Is able to drive profitability through effective and efficient management and communication within team
  • Is able to drive and succeed with individual and branch targets and sales performances
  • Accurately interprets data to pinpoint risk versus opportunities and takes action accordingly
  • Merchandises the collection in a visually exciting way to increase footfall and drive sales whilst remaining in line with visual guidelines
  • Is commercially aware and responsive to current sales trends, analysing and acting on stock levels and space in order to maximise sales
  • Works alongside the Regional Manager to ensure that the store has the right stock package for the market
  • Builds trust and respect with peers and centre management, where applicable, to provide insight into the local market to maximise every opportunity
  • Proactively develops new business initiatives and events through networking and marketing tools
  • Aware of local events and opportunities and uses this to promote the brand whilst adopting best practice ideas with own store events
  • Gives quality feedback on trading, whilst also thinking of ways to improve current trade
  • Adopts “own business” mentality and creates ideas to move the brand forward
  • Uses all available reports to monitor and act proactively to improve key performance indicators
  • Holds and leads all Head Office store visits in a confident way; providing an overview of trends, the local market, branch performance and areas for improvement
  • Works with the Regional Manager to identify key areas of strength within the team and the store and areas for growth; builds an effective strategy to address these in order to maximize branch profitability
  • Supports the Regional Manager in identifying opportunities to improve operational efficiency by building on existing practices and implementing new ways of working to ensure future success across the region
  • Ensures all sales transactions are processed with care and attention and in line with our Company policies; coaching and training the team where necessary to ensure they are fully confident with our processes
  • Builds trust and respect with peers and centre management, where applicable, to provide insight into the local market to maximise every opportunity
Operations
  • Manages all stock control and delivery procedures
  • Ensures that the sales floor is replenished at all times
  • Ensures immaculate presentation of branch in terms of cleanliness and tidiness and that the back of house also meets the required standard
  • Takes responsibility for Health & Safety of the concession to ensure the legal compliance and safety of self, the team and the members of the public. Follows all relevant procedures, including risk assessments and reporting; completes H&S induction with all new joiners
  • Implements and maintains effective and efficient operational processes, procedures and relevant administration
  • Leads by example in the management of all aspects of operational compliance including stock loss, health and safety, people, payroll and GDPR
  • Ensures team adhere to all aspects of operational compliance
  • Maintains extensive knowledge of company policies, procedures and processes and ensures the team’s knowledge at an adequate level
  • Manages relationship with Regional Manager and host store management to ensure clear communication channels are developed and supported
  • Drives all Multi Channel operations within the brand to provide items anytime, anywhere and constantly drive new business through customer data capture
  • Identifies and shares best practice throughout the business reviewing and acting on lessons learnt to ensure future success
  • Maintains the highest level of health and safety of colleagues, customers and contractors;
Impact
  • Demonstrates a strong commercial awareness; gathering, assessing and organising information from various sources to make effective decisions;
  • Provides clear and informative trade feedback demonstrating a solid understanding of the performance of your concession and the host store;
  • Demonstrates strong communication skills to support an effective working relationship with Line Manager
  • Takes responsibility for key decisions in the store whilst considering potential impact on sales and team performance, brand reputation and team and customer safety;
  • Builds strong working relationships with other Managers across the region to promote sharing of best practice and create an efficient business network
  • Builds strong working relationships with Head Office departments to develop an in-depth understanding of their store’s performance and to effectively communicate with key individuals when support is required
  • Supports the delivery of adhoc projects where required
  • Monitors, supports and feeds back to the Regional Manager on overall environment and performance within the store around visual merchandising, presentation, store standards and customer behaviour
  • Demonstrates a flair for raising brand awareness through responding to internal and external trends and factors and identifies changes needed to capitalize on opportunities and in turn maximizing sales within the store;

About You

Behaviours and Characteristics
  • Pro-active, enthusiastic , and passionate; customer-centric approach
  • Strong work ethic; manages with integrity and honesty
  • Driven by clear, tangible results with ability to think ‘bigger picture’
  • Keen focus on people development
  • Assertive and confident with an ability to positively challenge and influence senior management
  • Practical and dynamic in discovering new ways of working and supporting the team through business change in a positive way
  • Results oriented, commercially aware and sales driven; works well under pressure
  • An influential role model with a collaborative, strong leadership style
  • Articulate and decisive with an excellent attention to detail
  • A clear communicator delivering great service and engagement
  • Natural leader and strong coach
  • Strives for continuous improvement of self, others and the business they manage

About Us

Phase Eight is an original, design led womenswear Brand that has grown from strength to strength since its conception, without compromising its integrity as a trusted retailer and a market leader. In the past two years it has become a part of a listed retail conglomerate, which will further fuel the Company’s growth and open up new development prospects.

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