Store Manager

RETAIL ACUMEN
▪ Demonstrates understanding of the retail industry and how Ever New operates.
▪ Understands financial metrics and their impact on the business.
▪ Understands market segments and who the key Ever New competitors are
▪ Understands the linkages between the Ever New strategy and team/individual objectives/targets.
▪ Actively manages aligned stores to deliver the key KPIs expected by the business – such as Sales, wages, costs.
▪ Analyses data to review how to trade their respective store and deliver on the required targets.
CUSTOMER EXPERIENCE
▪ Draws on knowledge across multiple sources to deliver relevant and inspiring customer experiences.
▪ Goes above and beyond to say “yes” to the customer and deliver her “moment”.
▪ Ensures aligned stores understand the customer experience expectations at Ever New and the ways they can deliver this.
▪ Coaches team members that require further improvement on their customer experience through utilising observations or customer service metrics.
▪ Looks for ways to maximise the existing customer base and promote the new customers into being loyal customers.
▪ Understands and manages the product and fixture placement to curate an impactful customer journey instore.
▪ Ensure that visual merchandising is to standard to create the ultimate customer experience.
▪ Understand the importance of Omni Channel experience and ensures the team members are consistently working to utilise all channels to deliver on
that experience.
LEADERSHIP
▪ Actively seeks to improve self-awareness and develop skills and knowledge to reach professional leadership potential.
▪ Communicates clear expectations about what is required when working with others.
▪ Provides honest, regular and constructive feedback to manager, teams and peers.
▪ Rewards and recognises teams and individual successes
▪ Forms strong relationships with immediate team and network
▪ Works effectively as part of a team.
▪ Understands the importance of teamwork in achieving individual and team objectives.
ACCOUNTABILITY AND RESULTS FOCUS
▪ Understands and sets goals and activities for the team that align to the targets set by Ever New.
▪ Holds self-accountable for the results of their store through using the right behaviours and accepts responsibility for the outcomes.
▪ Completes work in a timely manner to expected standards.
▪ Plan, drives and manages the delivery of results consistently without requiring prompting.
▪ Identify the issues or roadblocks affecting performance and initiates action or escalation to rectify the concern.
PRODUCT KNOWLEDGE
▪ Clearly and effectively presents product features and benefits to engage and inspire customers.
▪ Maintains knowledge of product category by being actively investigating local and international markets, and literature.
▪ Coaches and develops team members to build their product knowledge to improve their customer service and selling skills.
CHANGE AGILITY AND RESILIENCE
▪ Embraces change with an open mind and maintains a positive attitude during times of change.
▪ Uses effective strategies to stay calm and composed under pressure.
▪ Identifies and addresses resistance to change
▪ Supports other team members during time of change.
▪ Gains and supports enthusiasm for change.
COMMUNICATING WITH INFLUENCE
▪ Uses active listening and appropriate questioning techniques with your customers and team.
▪ Use relevant information and context with team when explaining retail concepts and strategies to build the teams knowledge.
▪ Present information in a clear and structured manner to ensure a positive and engaged team who are clear on the expectations.
▪ Support messages with relevant examples, evidence, demonstrations and stories to build engagement.
▪ Handles challenging questions from teams and customers confidently and constructively.
WORKPLACE HEALTH & SAFETY
▪ Complies with the Company’s WHS policies and procedures
▪ Takes reasonable care for personal safety and that of other individuals within the workplace
▪ Reports any hazardous conditions, near misses, incidents and injuries in a timely manner and in accordance with relevant procedures
▪ Participates in meetings, training and other workplace health and safety activities
▪ Does not wilfully place at risk the health or safety of any individual in the work place
▪ Does not wilfully or recklessly interfere with or misuse anything provided in the interest of workplace health and safety or welfare
▪ Cooperates with the Company in relation to activities taken to comply with WHS legislation and WHS standards
KEY RESPONSIBILITIES
FINANCIAL
– Sales – Replan achievement.
– Wages – delivering % and $
– Shrinkage and stock accuracy – achievement to benchmark
– Merchandise reporting – review commercial reports to maximise merchandise performance.
PEOPLE
– Inducting of new team
– Training and Development of team.
– Communication – regular communication with team – phone, email, text, face to face.
– WAL and engagement – actions delivered.
OPERATIONAL
– Stock management, including faulties management – as per standards.
– POS procedures – as per procedures
– WOWs – compliance to the WOWs
– Working week framework – followed.
BRAND
– Store standards – including cleanliness. – ensure at all times stores are presented to FN standards.
Position Description: Store Manager, Canada
Version: October 2019
Ever New ©
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– VM Actions and Bulletins – actioned as per due dates and direction.
– Brand Ambassadors – team and self-representing the brand ambassador expectations.
CUSTOMER
– CX results to target.
– Loyalty – Opt-in result to target.
– Service observations
– Conversion – result to target
– IPS – Result to target
– Customer Feedback – timely response to customer feedback via CS.
– Online Fulfilment – OLF as per business expectations.
– Endless Aisle
– Promotional activations – including markdowns – completed as per communications.
BEHAVIOURS & ATTRIBUTES
▪ Self Starter
▪ Results driven
▪ Can-do
▪ Process thinker
▪ Multi tasker
▪ Organised
▪ Problem solver
▪ Good Communicator
▪ Interpersonal skills
▪ Strong Leader
▪ Team Player
▪ Customer Focussed
▪ Punctual
▪ Energetic