وصف الوظيفة
Role Overview
Store Manager at Penhaligons (Marassi Galleria), Chalhoub Group, located in the Middle East.
Company Overview
Chalhoub Group is a leading luxury partner across the Middle East with more than 600 stores and 300 brands. With over 65 years of regional experience, the company operates across beauty, fashion and gift sectors. The organization is transitioning from a traditional distributor and retailer to a hybrid retailer delivering luxury experiences through digital and physical channels, supported by technology and data.
Role Purpose
As Store Manager, you will drive the store business, build and retain a loyal VIP customer base, lead and develop your team, and ensure full adherence to brand guidelines and store processes.
Key Responsibilities
Brand Leadership
- Lead by example and represent the brand by communicating its values and philosophy through all activities and interactions with customers and team members.
Sales & Performance
- 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.
- Think hybrid by leveraging all types of point of sale systems online and offline.
Market Awareness
- Stay ahead of latest trends, products and competitors and share feedback with relevant stakeholders in the back-office team.
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 be 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 and constantly monitoring 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 different touchpoints of customer experience (physical and digital), the clienteling approach and techniques with a focus on VIPs, leveraging customer data to proactively cater to their needs and preferences, and the brand's ecommerce business including different activities, offerings and activations.
- 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 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 to support customer experience inside and outside of store (Clienteling app, OMS, Business WhatsApp, etc.) and ensure the team is well versed or trained on them.
- Ensure all operating standards are followed from stock replenishment to organizing displays as per the brand's visual merchandising guidelines.
- Ensure 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.
- Ensure healthy floor coverage by analyzing historical traffic data and anticipating peak hours.
Qualifications & Experience
- Minimum of 2 years in a supervisory role in Beauty Retail.
Skills & Competencies
- Strong English communication skills.
Additional Information
Chalhoub Group offers a competitive benefits package including healthcare, child education contribution, remote and flexible working policies and exclusive employee discounts. The organization provides enriching experiences, learning and development opportunities and exposure to different assignments within the role or through internal mobility. The company is committed to inclusion and diversity and welcomes all applicants without regard to gender, age, race, religion, national origin or disability status.