وصف الوظيفة
Role Overview
Store Manager – GAP, Dubai Outlet Mall, Chalhoub Group. This role is based in Dubai, United Arab Emirates.
Company Overview
Chalhoub Group is a hybrid luxury retailer that has partnered with and created luxury experiences in the Middle East for over seven decades. The Group owns a portfolio of over 10 brands and distributes and markets over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. It operates more than 950 stores, online platforms, and mobile apps, delivering seamless omnichannel experiences. The Group employs over 16,000 talented professionals across eight countries in the Middle East, with a presence in Latin America. Chalhoub Group is certified as a Great Place to Work® in several markets, is a member of the United Nations Global Compact, a signatory of the Women's Empowerment Principles, and has pledged to reach Net Zero by 2040.
Role Purpose
The Store Manager drives store business performance by achieving sales targets, building a base of loyal VIP customers through recruitment and retention, managing the team, and ensuring full adherence to the brand's guidelines and store processes.
Key Responsibilities
Drive the Business
- Lead by example and represent the brand by communicating its values and philosophy through all activities and interactions with customers and team members.
- Define, execute and monitor the store action plan to achieve sales targets and KPIs.
- Manage the customer database to build strong relationships with customers and create future potential selling opportunities.
- Stay ahead of latest trends, products and competitors and share feedback with relevant stakeholders in the back-office team.
- Conduct quarterly SWOT analysis and discuss the outcome with your team and line manager.
- Think hybrid by leveraging all types of point of sale online and offline.
Team Leadership and Development
- Provide a clear vision to the team about the business and store's vision and key directions.
- Identify, recruit, develop and retain strong talents.
- Create a positive work environment based on trust, respect and fairness and act as the voice of employees by sharing their feedback, challenges and concerns with the leadership and HR teams.
- Act as a coach for team members and promote growth mindset by leveraging the Group's available learning tools and platforms.
- Constantly monitor the team's development plans and professional growth.
- Ensure performance improvement plans are discussed and documented in a transparent manner.
Customer Experience
- Develop the omnichannel mindset among the team by constantly promoting the different touchpoints of customer experience (physical and digital).
- Use the clienteling approach and techniques with a focus on VIPs, leveraging customer data to proactively cater to their needs and preferences, the brand's ecommerce business including different activities, offerings, activations, etc.
- Recruit new clients and convert them into loyal VIP customers by providing excellent experience and constantly networking with them.
Operational Excellence
- Ensure all sales and operational policies and procedures (SOPs) are followed and maintained in the store.
- Ensure e-commerce orders are prepared and processed within the set SLAs in terms of time and quality and no fulfillment action is pending in the store.
- Leverage available technology tools when available to support customer experience inside and outside the store (Clienteling app, OMS, WhatsApp Business, etc.) and ensure the team is well trained on them.
- Ensure all operating standards are followed from stock replenishment to organising displays as per the brand's VM guidelines.
- Ensure healthy floor coverage by analyzing historical traffic data and anticipating peak hours.
- Ensure that all processes are compliant with legal, safety, security, retail store operations and HR guidelines, work closely with relevant teams to constantly improve them and escalate any issues or concerns for prompt action.
Qualifications & Experience
- Experience in leading a Fashion Retail store in the UAE.
- Currently based in the UAE.
Additional Information
- Competitive benefits package including health care, child education contribution, remote and flexible working policies, and exclusive employee discounts.
- Learning and development opportunities and exposure to different assignments within the role or through internal mobility.
- Diverse career paths available for those who demonstrate extraordinary performance.