Job description
Role Overview
Store Manager for Maxmara at Chalhoub Group in Dubai.
Company Overview
Chalhoub Group has been a partner and creator of luxury experiences in the Middle East for over six decades. The Group operates as a hybrid retailer with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. The Group has expanded expertise into luxury watches, jewellery, and eyewear. Chalhoub Group operates over 750 experiential retail stores, online and through mobile apps across seven countries, employing 14,000 skilled professionals. The Group is ranked third in the Middle East and first in Saudi Arabia as a Great Place to Workยฎ. The Group has established "The Greenhouse", an innovation hub, incubator space and accelerator for start-ups and small businesses. Chalhoub Group is a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.
Role Purpose
The Store Manager is responsible for driving the store business, achieving store 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 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 by sharing 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 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.
- 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 (SOPs) are followed and maintained in the store.
- Ensure ecommerce orders are prepared and processed within the set SLAs in terms of time and quality with no fulfillment action pending in the store.
- Leverage available technology tools to support customer experience in and outside of 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 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
- Experience in a leadership role within Luxury Fashion Retail.
- Experience within Luxury retail in UAE, Kuwait or Qatar.
Additional Information
The Group offers a competitive benefits package including health care, child education contribution, remote and flexible working policies and exclusive employee discounts. Career development includes enriching experiences, learning and development opportunities and exposure to different assignments within the role or through internal mobility. Chalhoub Group is committed to inclusion and diversity and welcomes all applicants without regard to gender, age, race, religion, national origin or disability status.