وصف الوظيفة
Role Overview
Store Supervisor - Tom Ford, The Grove at Chalhoub Group, located in Los Angeles.
Company Overview
Chalhoub Group is a luxury retail pioneer with over seven decades of experience in the Middle East. The Group operates as a hybrid luxury retailer with a portfolio of over 10 owned brands and distribution across over 400 international names in luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre. It serves consumers through more than 950 stores, online platforms, and mobile apps across eight countries in the Middle East and LATAM, employing over 16,000 talented professionals. The Group is committed to innovation through The Greenhouse, its innovation hub and incubator, and to sustainability with a pledge to reach Net Zero by 2040. Chalhoub Group is a member of the United Nations Global Compact and a signatory of the Women's Empowerment Principles.
Role Purpose
The Store Supervisor supports the store business by driving sales targets and key performance indicators, building a base of loyal VIP customers through recruitment and retention, managing the team, and ensuring full adherence to brand 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 customer relationships and create future selling opportunities.
- Stay ahead of latest trends, products, and competitors and share feedback with relevant back-office stakeholders.
- Conduct quarterly SWOT analysis and discuss outcomes with your team and line manager.
- Leverage all types of point of sale channels both online and offline.
Team Leadership and Development
- Provide a clear vision to the team about business direction and store vision.
- Identify, recruit, develop, and retain strong talent.
- Create a positive work environment based on trust, respect, and fairness and be the voice of employees by sharing feedback, challenges, and concerns with leadership and HR teams.
- Coach team members and promote growth mindset by leveraging the Group's available learning tools and platforms.
- Constantly monitor team development plans and professional growth.
- Ensure performance improvement plans are discussed and documented in a transparent manner.
Customer Experience
- Develop omnichannel mindset among the team by promoting different customer experience touchpoints, both physical and digital.
- Use the clienteling approach and techniques with focus on VIPs, leveraging customer data to proactively cater to their needs and preferences.
- Support 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 ecommerce orders are prepared and processed within set service level agreements in terms of time and quality.
- Ensure no fulfillment action is pending in the store.
- Leverage available technology tools to support customer experience inside and outside the store, including Clienteling app, OMS, WhatsApp Business, and others.
- Ensure the team is trained and well-versed in all technology tools.
- Ensure all operating standards are followed from stock replenishment to organizing displays per brand visual merchandising guidelines.
- Maintain healthy floor coverage by analyzing historical traffic data and anticipating peak hours.
- Ensure all processes comply with legal, safety, security, retail store operations, and HR guidelines.
- Work closely with relevant teams to constantly improve processes and escalate any issues or concerns for prompt action.
Qualifications & Experience
- Prior experience as a Store Supervisor or Store Leader.
- Experience managing a team within fashion retail.
- Strong experience managing and growing talent.
- Very strong knowledge of fashion, runways, and trends in the regional and global market.
- Experience achieving strong sales, returning clientele, and customer relationship management.
Skills & Competencies
- Professional demeanor.
- Friendly and people-driven approach.
- Omnichannel retail mindset.
- Clienteling techniques.
- Customer relationship management.
- Technology proficiency with retail systems and tools.
Additional Information
Chalhoub Group offers a competitive benefits package including health care, child education contribution, remote and flexible working policies, and exclusive employee discounts. The Group provides enriching learning and development opportunities and exposure to different assignments within the role or through internal mobility. Chalhoub Group is committed to diversity, equity, and inclusion and welcomes all applicants regardless of gender, age, race, religion, national origin, or disability status. Assessments and interviews should be completed independently without assistance from generative AI tools.