Harrogate
Retail
Competitive plus benefits
Phase Eight

About The Role

The successful candidate will be able to interact easily with a broad range of customers, creating instant rapport and acting as a real 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 and return time and time again. They will have a passion for training and supporting others in their team and thrive off seeing others develop and grown in their roles. They will relish taking responsibility and effectively running their store in their line manager’s absence and will be keen to offer and receive feedback in order to drive the profitability of their store.

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
  • 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 managingpoor customer service consistently
  • Champions and drives all available customer loyalty mechanisms and ensures any targets associated with these are achieved through the team
  • Coaches, supports and oversees their store and management team to ensure the customer experience and brand vision is being delivered at a high level at all times
  • Assists the Store Manager in maintaining ownership of the stock package, working with Merchandising Department and Regional Manager to ensure a ‘fit’ with the customer profile

 

People                                                       

  • Recruits dedicated, competent and driven individuals with a passion for the brand
  • Supports Store Manager with recruitment within store and ensuring all newly recruited members of the team receive a comprehensive induction plan
  • Works with junior members of 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
  • Supports the Store Manager with the training and development of their team, effectively delegating where appropriate to inspire and empower their team
  • 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
  • Leads and inspires team in daily briefings, team meetings etc to reinforce key targets, promotions, brand and group communication
  • Work with the Store Manager to identify and nurture top talent within the team, upskilling and developing them to prepare them for their next role
  • Utilises team members with particular skill sets to upskill other members of staff
  • Builds trust amongst team through delegation, team work and a clear, management style
  • Adopts a ‘one-team’ and ‘one-business’ approach, facilitating a team unity
  • Assists the Store Manager in tackling performance issues in a constructive and developmental manner that is consistent with Company practice

 

Driving the business

  • Drives and delivers on all business KPI’s including sales, stockloss 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
  • 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 Store and Regional Manager to ensure that the store has the right stock package for the market
  • Assists the Store Manager in merchandising the collection in a visually exciting way to increase footfall and drive sales whilst remaining in line with visual guidelines
  • Supports Store Manager with adopting ‘own-business’ mind-set whilst creating ideas to move the brand forward
  • 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
  • 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 Store Manager to identify key areas of strength within the team and the store and areas for growth; builds an effective store 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 in the store and across the region

    Operations

  • 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
  • Maintains the highest level of health and safety of colleagues, customers and contractors
  • Support the Store Manager in identifying opportunities to improve operational efficiency by building on existing practices and implementing new ways of working to ensure future success in the store and across the region
  • 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
  • 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
  • Supports the Store Manager in maintaining the health and safety of colleagues, customers and contractors;
  • Assists the Store Manager in scheduling staffing to provide adequate cover whilst remaining within payroll budgets

     

    Impact

  • Demonstrates strong communication skills to support an effective working relationship with Store Manager
  • Takes responsibility for key decisions along with the Store Manager whilst considering potential impact on sales and team performance, brand reputation and team and customer safety
  • 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 Store Manager with the delivery of adhoc projects where required
  • Monitors, supports and feeds back to the Store 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
  • 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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