Store Supervisor - Tory Burch, Mall of the Emirates

Role Overview

Store Supervisor at Tory Burch, Mall of the Emirates, Chalhoub Group. The Store Supervisor supports the store business by driving sales targets, building a loyal VIPs customer base, managing the team, and ensuring full adherence to brand guidelines and store processes.

Company Overview

Chalhoub Group has been a partner and creator of luxury experiences in the Middle East for over seven decades. The Group operates as a hybrid luxury retailer with a portfolio of over 10 owned brands and distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewelry, watches, eyewear, and art de vivre categories. The Group delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. It brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and holds Great Place to Work® certification in several markets. Sustainability is at the core of Group strategy, with membership in the United Nations Global Compact, signatory status of the Women's Empowerment Principles, and a pledge to reach Net Zero by 2040.

Role Purpose

The Store Supervisor leads the store team to achieve sales targets and KPIs while building a base of loyal VIP customers. The role requires representing the brand's values, developing team talent, delivering exceptional customer experience through omnichannel strategies, and maintaining operational excellence and compliance.

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 sales 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 be the voice of the employees when needed by sharing any of 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 the 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.
• Leverage the brand's ecommerce business including different activities, offerings, and activations.
• Recruit new clients and convert them into loyal VIP customers by providing them with an excellent experience.
• Constantly network with customers to strengthen relationships.

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.
• Ensure no fulfillment action is pending in the store.
• Leverage available technology tools when available to support customer experience in and outside of store (Clienteling app, OMS, WhatsApp Business, etc.).
• Ensure the team is well versed with technology tools or otherwise trained on them.
• Ensure all operating standards are followed from stock replenishment to organizing displays as per the brand's VM guidelines.
• Ensure a 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 processes and escalate any issues or concerns for prompt action.

Qualifications & Experience

• Prior experience as a Store Supervisor or Store Leader.
• Experience with managing a team within fashion retail.
• Strong experience with managing and growing talent.
• Very strong knowledge on fashion, runways and trends in the regional and global market.

Skills & Competencies

• Professional, friendly and people-driven approach.
• Experience achieving strong sales, returning clientele and CRM.

Additional Information

Chalhoub Group offers enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. A competitive benefits package includes health care, child education contribution, remote and flexible working policies and exclusive employee discounts. The Group is committed to inclusion and diversity and welcomes all applicants without regard to gender, age, race, religion, national origin or disability status.