Store Manager

1 day ago

Manama, Bahrain Chalhoub Group Full time

**Who we are**

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

To fuel the next stage of our growth we are looking to build a world class team. From physical retail through to supply chain and customer loyalty, we aim to use technology and data to continuously improve every aspect of our operations. We are looking for top talent to join us on this journey of exploring new horizons together.

**What you'll be doing**

At Chalhoub, creativity comes alive Working as a Store Manager you will be responsible for ensuring that the store maximises its commercial performance and delivers exceptional Guest Experience. You will also drive both eNPS and cNPS through the implementation of People and CX strategies.- Drive the Business
- Lead by example and represent the brand by communicating its values and philosophy though all activities and interactions with customers and other team members
- Define, execute and monitor the store action plan to achieve sales targets and KPIs.
- Manage the customer database to build strong relationship with customers and create future potential selling opportunities
- Stay ahead of latest trends, products and competitors and share feedback with relevant stakeholders in the back-office team. Conduct quarterly SWOT analysis and discuss the outcome with your team and line manager.
- Think hybrid by leveraging all type of point of sales online and offline.
- Team Leadership and Development
- Provide a clear vision to the team about the business and store’s vision and key directions
- Identify, recruit, develop and retain strong talents
- Create a positive work environment based on trust, respect and fairness and be the voice of the employees when needed by sharing any of their feedback, challenges and concerns with the leadership and HR teams.
- Act as a coach for the team members and promote growth mindset by leveraging the Group’s available learning tools and platforms an constantly monitor the team’s development plans and professional growth.
- Ensure performance improvement plans are discussed and documented in a transparent manner.
- Customer Experience
- Develop the omnichannel mindset among the team by constantly promoting the different touchpoints of the customer experience (physical and digital).
- Use the clienteling approach and techniques with a focus on VIPs, leveraging customer data to proactively catering to their needs and preferences, the brand’s ecommerce business including different activities, offerings, activations, etc.
- Recruit new clients and convert them into loyal VIP customers by providing them with an excellent experience and constantly networking with them
- Operational Excellence
- Ensure all sales and operational policies and procedures (SOP’s) are followed and maintained in the store.
- Ensure e-commerce orders are prepared and processed within the set SLAs in terms of time and quality and no fulfillment action is pending in the store.
- Leverage available technology tools when available to support customer experience in and outside of store (Clienteling app, OMS, Whatsapp Business, etc.) and ensure the team is well versed with it or overwise trained on it.
- Ensure all operating standards are followed from stock replenishment to organising displays as per the brand’s VM guidelines.
- Ensure a healthy floor coverage by analyzing historical traffic data and anticipating peak hours
- Ensure that all processes are compliant with legal, safety, security, retail store operations, and HR guidelines, work closely with relevant teams to constantly improve them, and escalate any issues or concerns for prompt action.
- Understand the brands’ strategy and cascade within the given network
- Monitor that stock discrepancies and other variances in stores are kept at a minimum
- Monitor Shop Expenses to not exceed the budget
- Act as a coordinator between store network and back-office for smooth execution of activities
- Set up targets by segments of key customers per store (development of average and total value of purchase, increase of product mix) and monitor performance vs. targets
- Ensure that annual and monthly sales targets are properly communicated on time to the staff
- Provide data and comments to Regional Marketing Team on marketing plan during preparation (e.g. promotions, in-store activities)
- Assign individual objectives for employee performance management purposes, manage performance, empower team, and provide formal and informal feedback in order to support professional development and maximize performance
- En

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