Full job description

The job scope includes:

• Manages a team of Team Leaders and their respective front-line colleagues to include they’re on and off the job training, daily attendance, grooming, coaching, appraisals and personal development plans
• Openly communicates appropriate and useful information through various channels to include department meetings and briefings
• Motivate colleagues through the effective implementation of incentive and recognition and rewards programs
• Manages a team of front-line colleagues. Team Size 15 and above headcount
• Identifies and pursues opportunities to improve service. Focuses on activities and quality standards that ensure the satisfaction of both internal and external guests
• Handle web/call enquiries / complaints. Help guests by providing information: answering questions, obtaining merchandise requested
• Ensure any service delivery defects are resolved and identify any trends and share observations and suggestions with their manager
• Plan, book and deliver on and off job training as required to ensure best possible service standards as well as colleague development
• Ensuring that the departmental key performance indicators (KPI) goal for guest satisfaction and mystery shopper scores is met consistently
• Investigate cash variances
• Manage a stand-alone retail store that is bigger than 500 sqm and/or with an annual turnover of AED15 million and higher.
• Coordinate any inventory/stock take activities required in their area ensuring sufficient stock always remains on hand and reducing stock loss/wastage
• Prepares report by collecting, analyzing and summarizing information of slow- and fast-moving items
• Ensure departmental policies, procedures and performance standards are being implemented and maintained throughout their area
• Review departmental policies, procedures and performance standards to ensure these are up to date, correct and propose changes as appropriate to ensure high levels of customer service
• Ensure that all merchandise outlets are ready for its operation daily
• Compiles duty schedules for their area monthly ensuring that annual leave plans support operational readiness and ensure sufficient time off to colleagues
• Motivate colleagues through the effective implementation of incentive and recognition and rewards programs
• Ensure their area meets financial targets as set by their departmental manager through tracking revenue and as appropriate taking action to affect same
• Develop sales initiatives and strategies

To be considered for the role, you will need to have:

• High School Diploma or Equivalent
• 2 years in a similar role in a retail environment
• Supervisory skills (ability to manage and motivate staff, delegate tasks and lead by example)
• Complaint Handling – dealing with customer complaints professionally and finding solutions
• Communication skills – (great communication skills both with colleagues and guests

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