Team Manager / Store Manager

Overview

• Team Manager / Store Manager will partner with Director to effectively lead, develop and support the assigned team members of a Brand store to meet and/or exceed sales plans and profitability targets.
• He/She will be responsible in partnership with Director to onboard, train, schedule the team and provide feedback to the staff to ensure the team meets and/or exceed the expectations of their role.
• The Store Manager is a team leader, an individual that builds a climate of unsurpassed customer service and client development by maximizing the performance of motivated, innovative, enthusiastic and engaged employees who are sales plan achievers.
• He/She assists to manage an efficient back of house and is a collaborative assistant sales manager who models and champions the Brand Cultural Values.

Responsibilities

Achieve/Exceed Store Sales Plan

• Understand and execute on pre-determined Annual Net Sales plan by managing a group of assigned team members
• Monitor competitor activity and performance

Build Client Portfolio

• Ensure growth of assigned team members’ client portfolio
• Coach and monitor team cultivation practices to achieve high client repeat rate
• Improve store data capture rate with a focus on the quality of information gathered and ensure consistency of personalized SP outreach
• Cultivate customers with personalized interactions.
• Support events in partnership with PR.

Building a High Performance Team

• Drive performance through effective communication at Sales Professional (SP) level to motivate and engage team
• Understand team development plans and support accordingly
• Address and action performance management issues of assigned team in timely manner through consistent feedback
• Ensure coaching follow-up after training is completed
• Partner the Store Manager/Director to maintain employee engagement through reinforcement, appreciation and employee recognition

Customer Satisfaction/In-Store Experience

• Execute retail excellence standards
• Ensure highest level of luxury in-store experience at all times
• Master the Brand’s signature selling ceremony and deliver service excellence
• Share client feedback received on Voice of Customer (VOC) Survey to improve customer service
• Embody and inspire the highest luxury standards in presentation and behavior
• Manage customer issues/complaints.

Operational Excellence

• Reinforce together with the Store Manager/Director on store operations, health and safety, maintenance and store environment in order to comply with all internal control procedures
• Monitor and consolidate out of stocks and merchandizing needs as required by the Store Manager/Director

Performance Measures

• Champions Customer Focus: Identifies barriers that impede great customer service. Develops new ways of enhancing the luxury customer experience for a global customer. Inspires the team to deliver extraordinary customer experiences.
• Inspires Innovation: Challenges the status quo and generates bold, innovative new ideas that differentiate the Brand from the competition. Encourages and rewards curiosity and creative thinking in others.
• Models Professionalism: Demonstrates and role-models integrity in all circumstances. Conveys a positive outlook, even under stress. Cultivates and sustains a climate of respect, inclusion and collaboration. Champions change, inspiring readiness and commitment.
• Communicates with Impact: Conveys a clear and compelling vision and direction, and helps everyone understand how their individual efforts drive the company’s success. Delivers inspirational messaging resulting in team engagement and collaboration.
• Develops Team: Gives specific, honest and constructive feedback. Provides highly effective coaching to leverage strengths and close significant development gaps. Enables team to achieve results that they couldn’t have done before.
• Demonstrates Business Acumen: Synthesizes data to draw meaningful insights. Shows a keen understanding of changes in the internal/external business environment. Anticipates how these will impact business and develops action plans to address.
• Drives for Results: Motivates and challenges the team to stretch beyond what they thought they could achieve, creating a culture where results and accountability matter and people go above and beyond expectations.

Qualifications

• Management experience in retail or luxury retail or relevant customer related experience (e.g., hospitality).
• Experience in sales generation and managing the achievement of sales results.
• Flexibility to work non-traditional hours, including days, nights, weekends and holidays.
• Proven ability to develop new opportunities and maintain client relationships while ensuring brand recognition and penetration in market.
• Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system.
• Flexibility to work in various roles based on business needs (i.e., on the sales floor, operations, etc.).
• A Diploma or University degree.
• Graduate gemologist degree or previous Gemological Institute of America (GIA) course work is preferred
• Proficiency in local languages and English preferred.