Team Leader - Furniture / Household
Employer not yet confirmed · UAE
Customer Focus
• Lead by example and ensure that the floor staff greet and approach customers to offer assistance
• Implement a high standard of customer focus through timely and effective resolution of customer queries in line with the company policy
• Proactively meet with customers to discuss their shopping experience and provide feedback and support to the Sales Manager in possible customer service improvement
• Monthly monitoring of mystery shopper feedback, addressing all key areas of concern
• Support customer queries/escalations
Commercial Performance
• Ensure achievement and maximization of department sales through regular monitoring of sales and department specialists
• Drive department KPIs, Average Transaction Value and Basket Size
• Maximize sales per sq. m. through effective management of sales versus space
Offer
• Ensure high retail standards are maintained through daily opening and closing checklist and implementation of necessary actions in-store in a timely manner
• Ensure 100% compliance to latest RPVM standards through effective product display in accordance with defined standards, appropriate management of damaged items and correct replenishment levels
• Ensure highest standards of health and safety are maintained in the department
• Work in closer collaboration with the Sales Manager on all products with respect to price, quality and customer feedback
• Ensure Sales and Promotions for the department is driven as per the Trading Calendar effectively with appropriate focus on sales of discontinued products
• Ensure Min/Max quantities and Furniture Matrix for all products with accurate information is maintained on the Store Inventory Management system
• Ensure 100% representation of K lines in department through close collaboration and regular feedback to the In-Store Retail Logistics Manager
• Ensure regular cycle count for the department in line with the Company guidelines
• Ensure that Shrinkage for the department is within the defined norms and agreed standards
• Ensure effective display of top sellers and slow sellers to improve sales contribution
People
• Ensure seamless induction and on boarding of new hires and provide necessary support and guidance to the new joiners
• Ensure consistent communication to the team on store and department results through daily business updates providing clear instructions to drive performance
• Drive engagement and motivation in the team through fast resolution of work related issues and grievances
• Ensure that the customer service training for the department team is duly completed
• Conduct regular product training to ensure clear understanding of features, selling skills and after sales service
• Ensure that the department team is well trained on systems usage (SIM etc.) to obtain requisite information and provide necessary assistance to customers
• Responsible for Performance Management of Sales staff through timely KPI setting, mid-year and annual performance reviews
• Provide on the job coaching to all staff in the department
• Lead and mentor the team to ensure an outstanding shopping experience for the customer
Graduate degree in Business Administration with specialization in Retail Management/Sales
3-4 years of work experience of which at least 2 years should have been with heading retail sales/operations for a section in a large retail format store