Floor Manager - Harvey Nichols

Role Overview

Floor Manager at Harvey Nichols, Golden Goose, located in Kuwait.

Company Overview

Golden Goose is a brand rooted in a journey of love and authenticity where tradition and innovation merge into timeless, one-of-a-kind creations.

Role Purpose

The Floor Manager supports the management team in organizing, planning, and implementing strategies to achieve sales goals while providing excellent customer service, monitoring sales performance, and assisting with team training.

Key Responsibilities

Sales Strategy & Performance

• Collaborate closely with Management to achieve sales objectives by implementing sales strategies and monitoring main sales KPIs.
• Support Management in guiding the team to achieve commercial targets while ensuring customer satisfaction and qualitative standards.
• Drive Omni channel sales in a fast-paced environment by utilizing all available tools and technology.

Customer Experience & Engagement

• Actively participate in the sales process and customer interaction by providing detailed product information, suggesting complementary items, and implementing up-selling and cross-selling strategies.
• Enhance customer satisfaction and build strong customer relationships through constant follow-up with the team, listening to customer feedback, and building personalized customer experiences.
• Support the team in providing customer insight about pricing and timing of all store services available.
• Ensure a high level of customer satisfaction by driving database development and ensuring customers are properly registered on the Golden App for effective customer segmentation and profiling.

Brand Representation & Development

• Build relationships with the community and act as a Brand Ambassador and example for the team by engaging in customer interactions.
• Convey the brand's vision and heritage to colleagues and clients, representing its values and sharing helpful insight about iconic products and elements.
• Drive database development and ensure customers are properly registered on the Golden App.

Clienteling & CRM

• Ensure the team proactively manages clienteling activities in coordination with the CRM department.

Visual Merchandising & Store Standards

• Actively contribute to overall store presentation by maintaining appropriate visual display and store standards, ensuring products are showcased according to the brand's image and standards to boost sales.

Training & Team Development

• Prepare and maintain training manual knowledge on all Golden Goose collections and categories and train the team accordingly.
• Support and inspire new staff throughout the onboarding experience.

Store Operations & Compliance

• Assist Management in overseeing and supervising daily store operations, including opening and closing procedures, security measures, returns, and cash handling operations.
• Maintain compliance with GDPR and health and safety standards.

Digital & Systems Adoption

• Adopt IT and digital commercial tools and systems (Golden App, Sales Force, Xstore, Stealth) and ensure staff is well trained and aware.

Qualifications & Experience

• Sales background with previous experience preferably in the retail sector in a similar role.

Skills & Competencies

• Fluency in English; additional language knowledge will be considered as a plus.
• Strong communication skills with the ability to listen actively and engage thoughtfully.
• Problem-solving ability to identify issues, evaluate solutions, and make informed decisions.
• Team player who values collaboration and can work towards common goals.
• Effective time management with the ability to prioritize tasks efficiently.

Additional Information

• Position reports directly to the Store Manager.
• Location: Kuwait, Harvey Nichols - The Avenues.
• Equal opportunity employer committed to diversity and inclusion.