Store Assistant Manager - ARC V&A

Job Title : Store Assistant Manager

Reports to : Regional Operations Manager

Department : Stores

Job Purpose

Store Manager 2IC. Stands in for SM when SM is not there (including dark store if applicable). Accountable for the management of all administrative / reporting processes as it adheres to efficient inventory management of the store - process and systems. Customer focused and effective people / team lead.

Job Objectives

• Customer Experience
• Ensure that the entire store team delivers consistent, excellent customer service that stands out from our competitors, in accordance with training, SOPs and ARC’s standards
• Follow and implement LIPSTICK values, attract and retain customers
• In the absence of the SM, manage all store customer complaints, issues, communication of enquiries, in an efficient and quick manner (before escalating to call centre)
• Serve as a resource for general product knowledge to all customers (and staff members)
• Build and manage a high performing store team
• Ensure highest levels of customer service are provided by store employees
• Provide direction and give feedback to SM regarding employee performance
• Serve as a resource for general product knowledge to all customers (and staff members)
• In the absence of the SM, daily management of team / people issues (absenteeism, leave, time keeping etc)
• Support the SM with the same structured and organized team communication to ensure team is always aware of current focus / initiatives / performance etc (weekly, monthly with ROM-EMT)
• Support the SM to create a store environment to deliver a customer experience you are proud of, geared to achieve sales and profit KPIs
• Store Operations
• Process / systems / SOPs driven, ensure adherence to all SOPs / daily / weekly process and systems actions
• Perform opening and closing procedures, i.e. opening cash counts, closing deposits, shift management, in accordance with SOPs
• Track retail sales against goals using LS, BI, scorecards, tracking
• Assist in the preparation, co-ordination of stock takes and ensure complete and accurate physical stock inventory as required weekly including stock takes. SM to sign off on LS Inventory reports.
• Assist in the flow of merchandise from stock areas to the selling floor in a timely and organized manner
• Ensure all stock holding areas are tidy, levels are appropriate and stock is properly rotated
• Execute and maintain new launch displays, collateral placement etc.
• Maintain VM / signage, store layout & displays - as per guidelines / SOPs
• Ensure that all Standard Operating Procedures are implemented and followed
• Ensure that the smooth running of the store when SM is not present
• Perform other duties as required
• Online / Dark Store Operations (only if applicable)
• Ensure the efficient operation of the dark store, processes, systems and team (receiving, dark store coordinator and picker / packer)
• Resolve any issues that relate to the dark store operation to deliver on time order shipping and delivery within SLAs
• Implement and ensure adherence to dark store specific SOPs
• Sample stock Operations
• Ensure the efficient operation of the sample stock area, processes, systems and team
• Resolve any issues that relate to the sample stock area operation
• Implement and ensure adherence to sample stock specific SOPs
• Profitability / KPI’s
• Assist the SM to generate sales / KPI targets with the store team - suggest strategies to achieve & improve
• Maximise profitability by looking for and suggesting ways to control expenses - analyze budgets and projections monthly and implement measures to achieve / exceed sales budget and achieve optimum expense ratios
• Where you action financial processes as it relates to stock, implement ARCs procedures of managing expenses, financial controls, store controls and increased profitability
• Ensure that store stock loss results are within Company norms, and assist the SM with an effective stock loss action plan for the store - which identifies and addresses all potential security risks
• ARC Lipstick Values
• Demonstrate ARCs values, in your actions and behavior, lead by example :
• We Love beauty : It’s at the heart of all we do
• We are Inclusive : There is no one approach. We are made for everyone. We allow all voices to be heard.
• We are Purposeful : We do things with mindfulness and integrity.
• We offer super Service : And do all we can to ensure the best possible experience for our customers
• We are Transparent : Our communication is clear
• We are Interested and curious : And take pride in our appearance and with our interactions with others
• We are Courageous : And are a result of grit and determination
• We are Kind and respectful : to each other, our customers and the world

KEY CHALLENGES

Support the SM leadership and communication style - as the 2IC you need to be aligned. As the main inventory process / admin process reporting person - other team / store issues when the SM is not in the store may take priority / clash with the daily / weekly / monthly reporting requirements which have to be done. Also responsible for the smooth efficient dark store operation (if applicable to your store)

EDUCATION

JOB RELATED SKILLS

Location ARC V&A

Contact Maxine Joseph

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