Position: Retail Duty Manager
Salary: GBP 32K
Location: London
Hours: Full time, with occasional out-of-hours requirement
PURPOSE OF THE ROLE
Retail Duty Managers are the operational managers for the Retail Shop and online Shop.
Retail Duty Managers are the operational managers for the Retail Shop and online Shop.
As a Retail Duty Manager you will have the responsibility to ensure the Retail Experience team provide exceptional standards of customer experience.
You will manage the Retail Experience team to welcome all guests.
London warmly, encouraging visitors to learn about and enjoy their shopping experience in the Shop and Stand and enable them to experience Japanese cultures though the retail products.
You will motivate the Retail Experience team to maintain a positive work atmosphere, helping to ensure retail revenue targets and team KPIs are met. You will be the escalation point for customer queries in The Shop and you will also coach and lead the team on the Shop floor, role modelling our service standards, behaviours and values.
You will support the security presence in all the Shop public spaces and ensure that the Health and Safety Policy is adhered to. This includes managing visitor flow, being alert to potential hazards, and responding to a variety of needs.
KEY DUTIES
Retail Experience
• Manage and motivate the REA team to ensure a focus on customer service and selling to achieve targets
• Lead by example, ensuring the Values of the company are embedded and upheld within REA team
• Stay up to date about product lines and ensure REA team members undertake product training.
• Stay up to date with and ensure REA team promotes all the shop facilities, exhibitions and events
• Lead in driving sales and providing feedback to REA team to improve productivity, customer service
• Maintain a Japanese aesthetic and refined shopping environment, ensuring excellent execution and maintenance
of retail displays across The Shop and assist with setting up visual displays in Shop, booths and windows.
London warmly, encouraging visitors to learn about and enjoy their shopping experience in the Shop and Stand and enable them to experience Japanese cultures though the retail products.
You will motivate the Retail Experience team to maintain a positive work atmosphere, helping to ensure retail revenue targets and team KPIs are met. You will be the escalation point for customer queries in The Shop and you will also coach and lead the team on the Shop floor, role modelling our service standards, behaviours and values.
You will support the security presence in all the Shop public spaces and ensure that the Health and Safety Policy is adhered to. This includes managing visitor flow, being alert to potential hazards, and responding to a variety of needs.
KEY DUTIES
Retail Experience
• Manage and motivate the REA team to ensure a focus on customer service and selling to achieve targets
• Lead by example, ensuring the Values of the company are embedded and upheld within REA team
• Stay up to date about product lines and ensure REA team members undertake product training.
• Stay up to date with and ensure REA team promotes all the shop facilities, exhibitions and events
• Lead in driving sales and providing feedback to REA team to improve productivity, customer service
• Maintain a Japanese aesthetic and refined shopping environment, ensuring excellent execution and maintenance
of retail displays across The Shop and assist with setting up visual displays in Shop, booths and windows.
Shop and Online Shop Operations
• Carry out daily operational checklists to ensure efficient and safely operation of retail environment and team
• Ensure products are replenished and well-presented across retail spaces
• Plan and provide a daily schedule to ensure appropriate staffing levels throughout the day.
• Provide the REA team with a morning briefing and handover briefing at the beginning and end of both shifts
• Handle on-site and online customer inquiries, complaints, refunds, and exchanges.
• Support the operational implementation of any Shop promotions or experiences on the Shop floor.
• Liaise with the cleaning and maintenance teams to ensure all retail areas are pristinely presented at all times
Team Management
• Provide daily supervision of REA team to ensure operational requirements are met
• Train the REA team on the operational functionality of retail systems
• Train the REA team on retail operational processes ensuring these processes are followed at all times
• Line manage members of the REA team including 1 to 1s, reviews, disciplinaries and holiday requests
• Provide daily supervision of REA team to ensure operational requirements are met
• Train the REA team on the operational functionality of retail systems
• Train the REA team on retail operational processes ensuring these processes are followed at all times
• Line manage members of the REA team including 1 to 1s, reviews, disciplinaries and holiday requests
Health, Safety & Security
• Ensure that all REAs in the team complete induction and compliance training
• Ensure accident and incident reporting procedures are understood and complied with by REA Team
• Support front-of-house security and safety and liaise with the security team according to procedures• Assisting in evacuation during an emergency, and ensure the safety of visitors and colleagues
• Ensure that the Shop, including back of house areas, are always fully compliant with trading standards legislation, health & safety legislation, fire and security standards and any other legal requirements
• Ensure that all REAs in the team complete induction and compliance training
• Ensure accident and incident reporting procedures are understood and complied with by REA Team
• Support front-of-house security and safety and liaise with the security team according to procedures• Assisting in evacuation during an emergency, and ensure the safety of visitors and colleagues
• Ensure that the Shop, including back of house areas, are always fully compliant with trading standards legislation, health & safety legislation, fire and security standards and any other legal requirements
KEY RELATIONSHIPS
Internal
• Retail Services Manager
• Retail Duty Managers
• Executive Director
• Merchandising Team
• Retail Marketing team
• Visitor Experience team
• Retail Finance Team
• Operations Team
Internal
• Retail Services Manager
• Retail Duty Managers
• Executive Director
• Merchandising Team
• Retail Marketing team
• Visitor Experience team
• Retail Finance Team
• Operations Team
External
• Third-party contractors for cleaning and security
• Third-party contractors for cleaning and security
QUALIFICATIONS & EXPERIENCE
Essential
• Over 3 years’ experience in retail management (in high-end retail) including team management experience
• Bachelor’s degree or equivalent
• Experience of working in a managerial or duty manager role in a high-end retail sales focussed brand setting
• Experience in and ability to lead and motivate a FOH team
• Excellent interpersonal skills and lead by example to ensure a welcoming customer experience
• Know how to resolve incidents and resolve customer complaints to a satisfactory outcome
• A sensitivity to and understanding of Japan and Japanese cultures
• Proficiency in using EPOS and other retail related systems
• Good level of proficiency of all MS Office suite systems
• Exceptional attention to detail and focus
• Effective collaborator, able to work with colleagues across the organisation
• Ability to create a climate where professional learning and personal growth are actively encouraged and valued
• Excellent written and spoken English, proficient to high business language standard
• Exceptional standard of customer service through well-established and effective communication skills
• Ability to multi-task and prioritize work, whilst paying attention to detail
• Strong organizational, planning, and problem-solving skills and excellent time management skills.
Essential
• Over 3 years’ experience in retail management (in high-end retail) including team management experience
• Bachelor’s degree or equivalent
• Experience of working in a managerial or duty manager role in a high-end retail sales focussed brand setting
• Experience in and ability to lead and motivate a FOH team
• Excellent interpersonal skills and lead by example to ensure a welcoming customer experience
• Know how to resolve incidents and resolve customer complaints to a satisfactory outcome
• A sensitivity to and understanding of Japan and Japanese cultures
• Proficiency in using EPOS and other retail related systems
• Good level of proficiency of all MS Office suite systems
• Exceptional attention to detail and focus
• Effective collaborator, able to work with colleagues across the organisation
• Ability to create a climate where professional learning and personal growth are actively encouraged and valued
• Excellent written and spoken English, proficient to high business language standard
• Exceptional standard of customer service through well-established and effective communication skills
• Ability to multi-task and prioritize work, whilst paying attention to detail
• Strong organizational, planning, and problem-solving skills and excellent time management skills.
Desirable
• Other relevant training, licences and certification are advantageous including First Aid, Food Hygiene, Health & Safety and Fire warden training beneficial
• Experience of visual merchandising advantageous
• Other language skills, including Japanese, would be advantageous
WORK ENVIRONMENT
• Most duties carried out in the company public spaces. Approximately 80% of duties will be carried out on the Shop floor duties and approximately 20% will be administrative related duties.
• Standard hours are 8 per day
• Rolling rota will include weekends and evenings, and Bank Holidays when the venue is open
• Holidays requests may be restricted during the December in the peak Christmas trading period
• Additional after-hours project and event-related work may be required.
BENEFITS
- Generous holiday allowance – up to 36 days per year inclusive of public and bank holidays
- Group life insurance scheme
- Remote GP service including access to physiotherapy, mental health support and wellbeing advice
- Cycle to work scheme
- Employee discount for Shop
*Candidate must have right to work in UK as the company does not provide the visa sponsorship.
- Generous holiday allowance – up to 36 days per year inclusive of public and bank holidays
- Group life insurance scheme
- Remote GP service including access to physiotherapy, mental health support and wellbeing advice
- Cycle to work scheme
- Employee discount for Shop
*Candidate must have right to work in UK as the company does not provide the visa sponsorship.
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