• Create and maintain an image which is synonymous with the brand
• Handle proper utilization of POS materials, fixture and fittings and single handedly responsible for the safekeeping of all decoration, mannequins etc. or other company provided materials
• Guide the customers’ browsing through merchandise placement and store layout to result in increased customer traffic in the store
• Responsible for the designing and conceptualization of seasonal displays by taking into account current industry trends
• Responsible in monitoring and maintaining window display standard
• Responsible for displaying new collection on the shop floor following the Brand’s directive
• Conduct basic merchandising training for sales assistants like right tagging, correct folding, proper hanging, sizing and replenishments
• Coordinate with Display Manager and Store Managers in execution of Brand’s merchandising
• Willingness to work in shifts
• Perform related duties as assigned by supervisor

• 1-2 years experience in a Retail sales environment
• Bachelor of Arts with fluency in spoken and written English and any other language

GENERAL DESCRIPTION:

Provide a complete shopping environment for our customers involving excellent product knowledge and customer service and responsible for the sales turnover of the store

RESPONSIBILITIES

Maintain control over the various zones in the shop floor

• Maintain a positive and cheerful attitude with the team and motivate them constantly to sell more
• Monitor and drive performance level of staff in terms of achieving daily targets & maintaining high level of customer service.
• Responsible to increase the Transformation Rate (Convert visitors to the store to customers)
• Monitor and drive hourly sales, daily sales and monthly targets
• Check stock daily to ensure that all products are adequately stocked and available for customers
• Train and promote high customer service standards

2-3 years experience in a Customer Service or Sales role in a Retail environment
Bachelor’s Degree preferred with fluency in spoken and written English and any other language

PURPOSE & SCOPE

To manage all aspects of all departments of the store to maximise sales, commercial opportunities and controlling costs to achieve business targets. Will have autonomy of the commercial, operational and HR aspects, throughout the store.

SALES MANAGEMENT

• Drive sales performance using commercial information and product knowledge with the internal tools provided.
• Actively drive sales by implementing sales building initiatives across all departments through effective analysis of the company commercial reports and visual layout.
• Determine the strategy of the store, always striving to maximise sales and store opportunities.

STORE PROCEDURES

• Maintain cash policies, controlling shrinkage to the limited/accepted loss rate and applying all health and safety procedures in the store inclusive of the stockroom.
• Controlling the cost related to petty cash expenses in line with company budgets.
• Manage the budgeted hours in the store effectively.
• Design the Ideal Rota with adequate staff to ensure high productivity.
• Competition awareness to give relevant feedback to appropriate parties such as product managers, regional managers, and teams.
• Analyze relevant data to create the best strategy for the store.
• Support the Department Managers to keep monitoring the budget.
• Ensure the profit and productivity goals are met by contributing towards the management of payroll hours, sales, and P&L.
• To ensure that policies and procedures of the company are adhered to by monitoring and putting corrective actions in place when necessary for the procedures.

PEOPLE MANAGEMENT

• Supervise managers for controlling and managing stock, product rotation, orders, and devolutions.
• Promote participatory management style and ensure a positive working environment exists within all the departments in the store.
• To have clear, timely and effective communication with various departments, and ensure relevant follow-up with the overall store team.
• Effective conflict resolution respecting Company standards.
• Identify potential talent in all the departments, provide adequate feedback through performance reviews and Personal development plans with the relevant follow-ups. Develop the team for future opportunities in the stores.

• Provide induction plans and relevant training for all employees in the store.
• Manage the performance of the employees and coach them when needed.
• Motivate, encourage, and inspire the team to increase sales and ensure efficiency.
• Constantly monitor the absence management and employee relations with the HR Team.
• Support in the recruitment process of the team.
• Lead by example to perpetuate the brand culture.

CUSTOMER SERVICE

• Up to date knowledge about current industry trends and to constantly analyse the competitor’s product and market to be able to maximise sales.
• Provide input to companywide projects to ensure that the brand can constantly improve performance.
• Ensure a high level of customer service standards are consistently attained in the store in all departments.

STOCK MANAGEMENT

• Ensure the store is compliant with all company initiatives.
• Merchandising the store as per the brand guidelines, according to the commercial trends.
• Ensuring effective stockroom organization.
• Effectively managing the order and replenishment to be on time as per the schedules.
• Be an ambassador for our company’s sustainability strategy.

• 3-4 years of related professional experience.
• Bachelor’s degree or equivalent
• Relevant knowledge of the Retail Industry.
• Solid experience managing a similar fast-paced retail operation.
• Proven ability to maximise profitability and drive sales.
• Strong team management experience.

• Ensure daily targets are met consistently.
• Greet customers and ascertain what each customer wants or needs.
• Describe merchandise and explain to the customer fabric care instructions.
• Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
• Compute sales prices, total purchases and receive and process cash or credit payment.
• Answer questions regarding the store and its merchandise.
• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
• Maintain records related to sales.
• Demonstrate use or operation of merchandise.
• Place special orders or call other stores to find desired items.
• All folded merchandise must be neatly folded and arranged in the correct order
• Watch for and recognize security risks and thefts, and know how to prevent or handle these situations.
• Inventory stock and requisition new stock.
• Ensure that items have price tag, arrange and display merchandise to promote sales.
• Exchange merchandise for customers and accept returns.
• Clean shelves, counters and merchandise stores , showroom windows and ensure the floor is cleaned
• Regularly clear fitting rooms
• Help customers try on or fit merchandise.
• Increase the customer base by adding new customers to the mailing list
• Sell or arrange for delivery, insurance, financing, or service contracts for merchandise.
• Estimate and quote trade-in allowances.
• Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
• Estimate quantity and cost of merchandise required, such as paint or floor covering.
• Bag or package purchases, and wrap gifts.
• Estimate cost of repair or alteration of merchandise.
• Practice security measures that help prevent theft and understand the procedures for handling shoplifters

• 1-2 years experience in a Customer Service / Sales role
• Minimum of High school certificate with fluency in spoken and written English and any other language

SALES MANAGEMENT

• Drive sales performance using commercial information and product knowledge with the internal tools provided.
• Actively drive sales by implementing sales building initiatives across all departments through effective analysis of the company commercial reports and visual layout.
• Determine the strategy of the store, always striving to maximize sales and store opportunities.

STORE PROCEDURES

• Maintain cash policies, controlling shrinkage to the limited/accepted loss rate and applying all health and safety procedures in the store inclusive of the stockroom.
• Controlling the cost related to petty cash expenses in line with company budgets.
• Manage the budgeted hours in the store effectively.
• Design the Ideal Rota with adequate staff to ensure high productivity.
• Competition awareness to give relevant feedback to appropriate parties such as product managers, regional managers, and teams.
• Analyze relevant data to create the best strategy for the store.
• Support the Department Managers to keep monitoring the budget.
• Ensure the profit and productivity goals are met by contributing towards the management of payroll hours, sales, and P&L.
• To ensure that policies and procedures of the company are adhered to by monitoring and putting corrective actions in place when necessary for the procedures.

PEOPLE MANAGEMENT

• Supervise managers for controlling and managing stock, product rotation, orders, and devolutions.
• Promote participatory management style and ensure a positive working environment exists within

all the departments in the store.

• To have clear, timely and effective communication with various departments, and ensure relevant follow-up with the overall store team.
• Effective conflict resolution respecting Company standards.
• Identify potential talent in all the departments, provide adequate feedback through performance reviews and Personal development plans with the relevant follow-ups. Develop the team for future opportunities in the stores.
• Provide induction plans and relevant training for all employees in the store.
• Manage the performance of the employees and coach them when needed.
• Motivate, encourage, and inspire the team to increase sales and ensure efficiency.
• Constantly monitor the absence management and employee relations with the HR Team.
• Support in the recruitment process of the team.
• Lead by example to perpetuate the brand culture.

CUSTOMER SERVICE

• Up to date knowledge about current industry trends and to constantly analyze the competitor’s product and market to be able to maximize sales.
• Provide input to companywide projects to ensure that the brand can constantly improve performance.
• Ensure a high level of customer service standards are consistently attained in the store in all departments.

STOCK MANAGEMENT

• Ensure the store is compliant with all company initiatives.
• Merchandising the store as per the brand guidelines, according to the commercial trends.
• Ensuring effective stockroom organization.
• Effectively managing the order and replenishment to be on time as per the schedules.
• Be an ambassador for our company’s sustainability strategy.

Expected Years of Experience

• 3-4 years of related professional experience.
• Relevant knowledge of the Retail Industry.
• Solid experience managing a similar fast-paced retail operation.
• Proven ability to maximize profitability and drive sales.
• Strong team management experience.

Expected Educational Qualification

• Bachelor’s degree or equivalent.
• Passion for fashion, market, competitors, and trend awareness
• Ability to lead by example, motivate and develop staff.
• Shows logical and positive behavior systematically and in line with Company standards.
• Self-motivation and ability to motivate others.
• Forward planning skills and Commercial awareness.
• Attention to detail and ability to multitask, goal orientated and flexible.
• Examines and understands issues from a broad perspective and can think outside the box.
• Ability to handle pressure and react quickly to situations making timely decisions in challenging conditions and circumstances.
• Excellent communication (both verbal and written) and interpersonal skills.
• Takes ownership of self-development.
• Endorses responsibility for their actions, behaviors, and decisions.
• Tenacious and resilient.
• Ability to work autonomously and as part of a team.

VISUAL

• In charge of merchandising the store in accordance with the Company/Brand guidelines.
• Promote new lines effectively.
• Support the Visual Commercial Manager to identify and design and prepare creative/visual ideas for the store with appropriate use of the in-store props and mannequins.
•  Be updated on the latest fashion trends and provide feedback on commercial activity.

COMMERCIAL

• Oversee the planning of commercial and visual activity of the store in a daily/weekly and seasonal and analyze daily information and take necessary actions accordingly.
• Dealing with different commercial issues such as delivery delays, pictures adaptation, sudden events, etc.
• Working along with the operational team to ensure that the best RFID practice is always in place.
• Monitoring daily product replenishment and maintaining a high level of image standards.
• Provide competitor analysis and product feedback.
• Controls product levels in the store and communicates with the senior management any products need.

CUSTOMER SERVICE

• Provide a high level of customer service within the store.
• Support in providing adequate training of product knowledge: awareness of new arrivals, replenishment of best sellers and offering alternatives in order to enable better customer service experience.
•  Resolve customer queries as they arise and refer to senior management when necessary.

TRAINING & DEVELOPMENT

• Participate in the training and development of commercial colleagues and work along with the management to support the new employee training.
• Responsible to develop product knowledge for all the team in ‘morning meetings’, novelties, promos, new layouts and actions, trends, etc.

HEALTH & SAFETY

• Awareness of safe work practices and company procedures to overcome any risks that employees and customers are exposed to.

Expected Years of Experience

• 1-2 years of similar professional experience.
• Relevant knowledge of the Retail Industry.
• Solid experience managing a similar fast-paced retail operation.
• Good team management skills.
• Visual flair and creative thinking required.

Expected Educational Qualification

• Bachelor’s Degree or equivalent.

Required Behavioral Competencies

• Passion for fashion, market, competitors, and trend awareness
• Strong communication and interpersonal skills.
• Ability to work under pressure.
• Strong time management and organisational skills.
• Commitment to excellent customer service.
• Has initiative to identify problems and opportunities to be proactive.
• Attention to detail.
• Flexibility and problem-solving ability.
• Tenacious and resilient.
• Ability to work autonomously and as part of a team.

STORE PROCEDURES & SALES MANAGEMENT

• Deep understanding of Gestion Retail, Delivery app and all the visual & commercial tools.
• Drive sales performance using commercial information and product knowledge with the internal tools provided.
• Drive marketing initiatives and sales performance and manage the budget of hours in the store effectively.
• Design the ideal Rota to always ensure staff coverage in the store.
• Ensure productivity budgets are met and adhere to the procedures as per the Brand Guidelines. Monitoring and taking corrective actions when necessary.
• To understand and reinforce the company return policy.

VISUAL COMMERCIAL

• product managers.
• Supervise & participate actively in the commercial routine of the store alongside the commercial team.

CUSTOMER SERVICE

• Follow the minimums of customer service consistently and drive the team to ensure that these minimums are maintained across the store.
• Establish high level of customer service in the store leading by example, and drive, monitor and support customer service action plans as well as to train the team in providing excellent customer service.
• Manage customer issues as they arise and thrive for Customer satisfaction.

PEOPLE MANAGEMENT

• Constantly monitor the absence management and employee relations with the HR Team.
• Support in the recruitment process of the team.
• Have clear, timely and effective communication with various departments with the store overall with the relevant follow-ups.
• Develop the team through trainings, performance reviews and Personal development plans with the relevant follow-ups.
• Manage conflict effectively respecting Company standards and provide/ receive constructive and honest feedback and criticism for/from people they work with in a positive manner and to use it for their own development and their team.

STOCK MANAGEMENT

• Ensure that the stock room is organized efficiently, and the order and replenishment are done in a timely and effective manner, ensuring that the store is merchandised according to the standards-best sellers and current trends.

• Passion for fashion, market, competitors, and trend awareness.
• Self-Motivated, ability to develop and motivate the team and lead by example.
• Shows logical and positive behavior systematically and in line with Company standards.
• Forward planning, Strong Organizational skills, and Commercial Awareness.
• Strong numerical and analytical ability.
• Attention to detail and ability to multitask, Goal orientated and flexible.
• Uses initiative to seek proactive solutions.
• Ability to handle pressure and react quickly to situations making timely decisions in challenging conditions and circumstances. Oriented to exceed the goals.
• Excellent communication (both verbal and written) and interpersonal skills.
• Takes ownership of self-development.
• Endorses responsibility for their actions, behaviours, and decisions.
• Tenacious and resilient.
• Ability to work autonomously and as part of a team.

PROCESS, SALES & STOCK MANAGEMENT

• To be actively involve in the Sale preparation process.
• Control shrinkage by following the practices as per the Loss & Prevention Guidelines.
• Control standards in the Fitting rooms across the store and prevent/minimize stock loss.
• Control cash area process and support the Head Cashier.
• Responsible for Zara Online storage in store and its Organization.
• Ensure an effective replenishment that complies with Brand standards.
• Responsible for the stockroom’s organization (standards, layout, efficiency), RFID and its devices (PDA’s and iPods, efficient 25R) practices and routine and work alongside the Commercial team.
• Responsible for managing “Click & Collect” on the shopfloor.
• Aware of the daily and monthly budgets to meet and exceed them.
• Plan stockroom initiatives to come up with solutions to overcome capacity issues.
• To manage delivery productivity in line with Company targets.
• To manage and oversee the complete delivery process across the three sections and react to unexpected circumstances when necessary.
• Controlling the cost related to petty cash expenses in line with company budgets.

HEALTH & SAFETY

• Ensure good housekeeping is maintained throughout all areas in the store.
• Completely aware of the risks, employees and customers are exposed to and to be aware of safe work practices and Company procedures to overcome them.
• Actively communicate with the General services team to ensure maintenance issues are reported and incidences are sorted.

PEOPLE MANAGEMENT

• Responsible for the training of the delivery and stockroom teams.
• Manage and motivate shop floor and stock room operation´s team to increase efficiency.
• Participate in the performance reviews for employees.
• Effective, consistent, and regular communication with other DMs and VCMs
• Drive all aspects of the KPI report to meet targets and plan accordingly with the rest of the management team.
• Ensure team schedules are done to maximize the coverage of all the sections in the store.

CUSTOMER SERVICE

• To ensure a high level of customer service is offered in the store, leading by example.
• Drive, monitor and support customer service action plans.
• To solve and manage customer issues as they arise and thrive for Customer satisfaction.
• To understand and reinforce the company return policy.
• To train the team in providing excellent customer service and follow up the minimum consistently.

Expected Years of Experience

• 2-4 years of related professional experience.
• Relevant knowledge of the Retail Industry.
• Solid experience managing a similar fast-paced retail operation.
• Knowledge and experience in organizational effectiveness.
• Strong team management experience.

Expected Educational Qualification

• Bachelor’s degree or equivalent

Required Behavioral Competencies

• Ability to work autonomously and as part of a team.
• Excellent planning, organisational, time management and problem-solving skills.
• Target Oriented and Flexible.
• Ability to handle pressure and react quickly to situations. Uses initiative to make timely decisions in challenging conditions and circumstances.
• Self-motivated and ability to motivate others.
• Has initiative to identify problems and opportunities to be proactive.
• Tenacious and resilient.
• Ability to work autonomously and as part of a team.
• Excellent communication skills.

Expected Years of Experience

• 3-4 years of related professional experience.
• Relevant knowledge of the Retail Industry.
• Solid experience managing a similar fast-paced retail operation.
• Proven ability to maximize profitability and drive sales.
• Strong team management experience.

Expected Educational Qualification

• Bachelor’s degree or equivalent.

• Ensure daily targets are met consistently.
• Greet customers and ascertain what each customer wants or needs.
• Describe merchandise and explain to the customer fabric care instructions.
• Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
•  Compute sales prices, total purchases and receive and process cash or credit payment.
• Answer questions regarding the store and its merchandise.
• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
• Maintain records related to sales.
• Demonstrate use or operation of merchandise.
• Place special orders or call other stores to find desired items.
• All folded merchandise must be neatly folded and arranged in the correct order.
• Watch for and recognize security risks and thefts and know how to prevent or handle these situations.
• Inventory stock and requisition new stock.
• Ensure that items have price tag, arrange and display merchandise to promote sales.
• Exchange merchandise for customers and accept returns.
• Clean shelves, counters and merchandise stores, showroom windows and ensure the floor is cleaned.
• Regularly clear fitting rooms.
• Help customers try on or fit merchandise.
• Increase the customer base by adding new customers to the mailing list.
• Sell or arrange for delivery, insurance, financing, or service contracts for merchandise.
• Estimate and quote trade-in allowances.
• Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
• Estimate quantity and cost of merchandise required, such as paint or floor covering.
• Bag or package purchases and wrap gifts.
• Estimate cost of repair or alteration of merchandise.
• Practice security measures that help prevent theft and understand the procedures for handling shoplifters.

Expected Years of Experience

• 1-2 years’ experience in a Customer Service / Sales role
• Expected Educational Qualification
• Minimum of High school certificate with fluency in spoken and written English and any other language

REQUIRED BEHAVIOURAL COMPETENCIES

• Ability to work in a fast-paced team-oriented environment
• Cheerful attitude and with excellent communication skills
• Ability to work under pressure and target driven environment