Team Lead

Role Overview

Team Lead at Land Mark. This role oversees department management, store standards, merchandising, customer service, and people management within a retail store environment.

Role Purpose

Lead a retail department to maximize sales and productivity while maintaining the highest standards of merchandise presentation, customer service, stock management, security, and team performance.

Key Responsibilities

Department Management and Store Standards

• Maximize department sales and productivity metrics in line with shop targets.
• Monitor key data reports on space management, sales and stock movement against last year, last week and budget on a daily and weekly basis and communicate to staff.
• Ensure and monitor all stock is laid out and displayed according to standard layout norms including product placement, signage, neat and well-folded arrangement in order from smallest to largest, and hanged items must be steamed, brand wise, size wise, etc.
• Ensure and monitor all products are price tagged and bar-coded before display.
• Ensure and monitor all stock transactions are recorded on the system in time, accurately and correctly categorized.
• Ensure and monitor awareness and vigilance at all times of security in the store of company asset, customer property and company goods without any negligence.
• Maintain the highest standards of housekeeping and health standards in store at all times.
• Ensure departmental décor is correct and there is consistency in displays, branding and departmental layouts.
• Optimize floor space based on merchandise availability, storylines and product sell-off.
• Inspect merchandise for quality control and report any defects.
• Ensure on-time clearance of all soiled and damaged merchandise.
• Ensure on-time completion of random pricing checks on products.
• Monitor and implement sales promotion and events in the stores.

Merchandising

• Understand and maintain detailed knowledge of the product and department merchandise and coach and develop sales associates.
• Ensure and monitor promotions, sell-offs and ageing stocks.
• Review and report non-selling items, slow and fast moving lines, non-movers, damages and ageing items.
• Collate and provide information about customers including likes, dislikes and opinions and qualitative feedback on products to the buying and designing team.
• Ensure and monitor effective stock replenishment to the store and assure continuous stock availability.
• Ensure and monitor correct rotation of stock on shelves and assist in accurate stock counts as per store requirements.
• Execute price revisions suggested by corporate.

Customer Service

• Monitor and ensure adherence of customer service standards within the department.
• Provide customer satisfaction by delivering exceptional customer service.
• Carry out regular training to ensure clear understanding of the departments, products, make, features, selling skills and after-sales service.
• Communicate appropriately with customers including proactive greeting and acknowledgement.
• Deal with customer queries and complaints effectively.
• Follow procedures for dealing with specific customer orders.
• Ensure confidentiality with respect to Land Mark retail and store sales information.

People Management and Mentoring

• Support induction of new recruits through buddy system.
• Hold daily meetings to communicate performance highs and lows.
• Monitor and facilitate complaint resolution of direct reportees and team members.
• Coach and sponsor sales associates within the department.
• Oversee deployment and drive motivation levels of team members.
• Mentor team members to ensure greater customer service orientation.