JOB OBJECTIVES :
1. Customer Experience
a. Ensure that the entire store team delivers consistent, excellent customer service that stands out from our competitors, in accordance with training, SOPs and ARC’s standards
b. Follow and implement LIPSTICK values, attract and retain customers
c. Manage all store customer complaints, issues, communication of enquiries, in an efficient and quick manner (before escalating to call centre)
d. Ensure correct implementation of store layout, merchandising, signage, and visual displays
e. Manage and maintain the inventory pipeline to ensure that sufficient, correct stock is displayed on the sales floor in accordance with SOPs
f. Ensure correct and timeous implementation of store's eventing, activations, launches g. Conduct regular environmental scans of competitor activities (price, product, layouts and promotions) and external socio-economic factors so that appropriate changes can be made to the business plans h. Ensure that all directives are executed in accordance with ARC’s guidelines i. Ensure that the store delivers appropriate merchandise and services based on the store's specific customer profile and customer trends
2. Build and manage a high performing store team
a. Recruitment of a high calibre team, passionate about customers and beauty
b. Induction and on-boarding of all new team members
c. Learning and development of all team members - understanding their role/team,store processes and systems, all relevant customer, brand and selling training
d. Develop and maintain standard team ways of working / rhythm and routines as per SOPs and ARC’s standards
e. Performance management of store team, including defining goals and actioning performance appraisals, ensure a succession is built for the store
f. Daily management of team/people issues (absenteeism, leave, time keeping, disciplinary etc) 1
g. Management and addressing misconduct of team members, as per SOP with support from line manager and HR
h. Structured and organized team communication to ensure team is always aware of current focus/initiatives/performance etc (weekly, monthly with ROM-EMT)
i. Monthly team coaching sessions to communicate objectives, set goals and follow up on progress - one of one coaching sessions as identified and agreed
j. Create a store environment geared to deliver a customer experience you are proud of geared to achieve sales and profit KPIs
k. Determine and communicate individual and team KPIs and hold employees accountable for results in accordance with the brand’s business practices - store KPI tracker
l. Analyze results daily, weekly and develop strategies to improve with the team
m. Manage time, establish priorities and delegate effectively to meet objectives and KPI’s
3. Store Operations
a. Process/systems/SOPs driven, ensure you understand and run the store and sample stock area according to latest SOPs and that you know all systems - in detail
b. Ensure comprehensive checklists are adhered to daily, weekly, monthly
c. Accountable for all controls and sign off
d. Oversee all daily movements in store
e. Maintain desirable and favourable inventory levels, work closely with suppliers on out of stocks, overstocks ,incorrect stock, launches etc
f. Report accurately from receiving to stock room to sales floor - stock received, stock on hand, stock losses, write-offs, breakages, returns, recalls, IBTs to sales as per SOPs. Authorise all of these.
g. Prepare, co-ordinate and ensure complete and accurate physical stock inventory as required weekly including stocktakes. Sign off on LS Inventory reports.
h. Execute and maintain new launch displays, collateral placement etc
i. Maintain VM/ signage, store layout & displays - as per guidelines/SOPs
j. Develop and maintain strong working relationships with all suppliers and mall management, work closely in collaboration with ROM and T&D
k. Ensure compliance to OHASA requirements
l. Ensure that all Standard Operating Procedures are implemented and followed
4. Online/Dark Store Operations (only if applicable to your store )
a. Ensure the efficient operation of the dark store, processes, systems and team
b. Resolve any issues that relate to the dark store operation to deliver on time order shipping and delivery within SLAs
c. Implement and ensure adherence to dark store specific SOPs 2
5. Sample stock Operations
a. Ensure the efficient operation of the sample stock area, processes, systems and team
b. Resolve any issues that relate to the sample stock area operation
c. Implement and ensure adherence to sample stock specific SOPs
6. Profitability/KPI’s
a. Generate sales/KPI targets with your team - and implement strategies to achieve & improve
b. Maximise profitability by controlling expenses - analyze budgets and projections monthly and implement measures to achieve/exceed sales budget and achieve optimum expense ratios
c. Implement ARC’s procedures of managing expenses, financial controls, store controls and increased profitability
d. Ensure that store stock loss results are within Company norms, with an effective stock loss action plan for the store - which identifies and addresses all potential security risks
7. ARC Lipstick Values
a. Demonstrate ARC’s values,in your actions and behaviour, lead by example:
○ We Love beauty: It’s at the heart of all we do ○ We are Inclusive: There is no one approach. We are made for everyone. We allow all voices to be heard
○ We are Purposeful: We do things with mindfulness and integrity
○ We offer super Service: And do all we can to ensure the best possible experience for our customers
○ We are Transparent : Our communication is clear
○ We are Interested and curious: And take pride in our appearance and with our interactions with others
○ We are Courageous: And are a result of grit and determination ○ We are Kind and respectful : to each other, our customers and the world KPI’s include (with example targets)
EDUCATION :
Matric, relevant higher education degree
JOB RELATED KNOWLEDGE:
● 8+years Retail store experience/knowledge (preferably beauty) - ?
● BI, Retail Systems (stock management, pos, people, CRM, finance systems)
● Microsoft Suite - proficient excel skills
JOB RELATED SKILLS:
● Inspiring Leadership - action and accountability
● People focused
● Customer centric
● Decisive
● Analytical
● Process minded - continuous improvement
● Systems savvy
Job Types: Full-time, Permanent
Work Location: In person
