Business Manager - Centrepoint

Role Overview

Business Manager – Centrepoint at Landmark Group. The role drives overall Centrepoint sales by collaborating with store supervisors across 4 concepts, controlling costs through commercial, operational, people and customer service excellence.

Role Purpose

Lead by example to ensure all customers receive exceptional service through effective management of the store team. Invest time, energy and enthusiasm developing all team members while driving sales, operational efficiency and team performance.

Key Responsibilities

Customer Experience

• Strategize and create a great store environment to attract customers.
• Ensure store layout and merchandise meet concept standards and provide the right customer experience.
• Lead by example and ensure consistent, seamless, exceptional customer experience across all channels.
• Expand the Shukran loyalty database and maximize sales potential for Shukran.
• Develop clear understanding of store customer profile, local trading environment and market trends.
• Efficiently manage multi-brand manpower pools to ensure maximum operational and customer service coverage.
• Prioritize "Customer First" mindset and take accountability for customer feedback and escalations.
• Drive Customer Recovery in case of unsatisfied customers.
• Increase NPS and Mystery shopping metrics, analyse results periodically and take corrective action.
• Embrace digital technology introduced at stores to create a positive customer shopping experience.

Commercial Performance

• Proactively work with individual concept teams to exceed sales targets for concept and overall Centrepoint.
• Analyse business reports to drive key actions for self, team and business.
• Maximize Average Transaction Value, Units Per Transaction and Customer Conversion.
• Minimize shrinkage and maintain an ongoing Stock Loss Action Plan.
• Efficiently manage controllable costs and expenses.
• Effectively manage store inventory.
• Execute promotions, events and concept campaigns to drive revenue and targets, and provide feedback for reviews.
• Periodically analyse competition on Range, Quality of staff, Execution excellence and customer service, and share information with relevant stakeholders.
• Communicate business drivers, merchandise and quality issues, Store Profiles, catchment and related information to concept manager.
• Monitor best sellers (NOOS, AIS) and zero sellers, and take appropriate action to focus on sales and avoid stock outs.

People Management

• Deploy all store staff.
• Manage performance of team members by setting goals and conducting quarterly reviews.
• Coach and provide development feedback to team and ensure all members have an Individual Development Plan.
• Drive a learning culture under the 70:20:10 learning framework (70% on-the-job, 20% coaching and feedback, 10% formal learning through classroom or LMS).
• Develop team skills by driving learning through on-the-job training and assessments.
• Establish and maintain an agreed Succession Plan with Line Manager.
• Ensure staff are trained on product, customer service and competent on SOPs within the stores.
• Ensure Company Code of Conduct, local labour laws and all HR Policies are adhered to by all team members.
• Reduce store staff attrition.
• Act as custodian of Landmark Group Values.

Operations & Compliance

• Execute Store Audit processes and maintain an Action Plan to ensure satisfactory store audit results.
• Ensure smooth goods receipt at the back store by enabling single receiving across all concepts.
• Comply with Health and Safety and Security requirements as per company guidelines and local law.
• Maintain Concept visual merchandising and layout guidelines.
• Comply with all ORPOS, SIM and System guidelines.

Skills & Competencies

• Ability to engage and communicate with Senior Leaders.
• Ability to work with and influence people at all levels.
• Results oriented with excellent communication and interpersonal skills.
• Ability to coach and develop others.
• Strong team player.