Store Manager (Retail IOI Putrajaya)

About The Company Our client is a multinational cosmetics company. In addition to manufacturing and selling cosmetics, skincare and perfume products, our client is also a major player in the spa and well-being sector. Job Description

• Deliver Sales and KPI
• Aggressively improve the ranking and/or grow faster than key competitors in the store to which he/she is assigned
• Understand and align with Retail Manager yearly growth plan and therefore plan for weekly, monthly, quarterly and yearly strategy such as OTC, Roadshow, and Event.
• Aggressively doing competitor report, shared to HQ and this will help to understand the competitor trend, mechanic, products launching which helps in analyze understand the trend in the market to improve in sales growth, increase market share and store ranking and retail grading.
• Deliver store sales in line with targets by weekly and monthly with go through both Sales & KPI report from Retail Manager.
• Discuss the Sales By Franchise and act towards the worst seller and fact finding
• Master in Sales KPI & SOP knowledge and believe in the brands structure
• Master in both Sales KPI & SOP and able to do coaching from time to time
• Believe in Morning Briefing and follow up in Noon Briefing
• Execute Monthly Store Meeting with the team and Retail Manager
• Good in time management and able to plan an effective roster to boost the staff productivity
• Master in commission structure and able to break down the target by performance and ability to the store, manage the teamwork among the team and good in assigning different task based on the capability among the team to promote new trend in teamwork
• People Management
• Able to recruit, train, monitoring and implementation of Buddy System into the team and execution of Clarins Beauty Journey
• Support the Retail Manager by mobilize the team member when it's come to peak season, events and roadshows.
• Understands the strengths and weaknesses of each of team members and acts upon knowledge and propose learning and development program thereafter.
• Demonstrates good coaching skills and ability to lead as a role model to the team member. Promotes good morale and motivates and inspire teams with clear direction and to exceed expectation.
• Possess positive attitude to change, able to understand, respond positively and action to drive change.
• Trade Marketing
• Work with Retail Manager with marketing plans/activities with objectives and right mechanics in order to target the right customer buying behaviors.
• VM guidelines are applied at all times and correct interpretation/implementation of visual guidelines and keeping the team up to date about visual issues, and work very closely with Visual Merchandiser personnel, update all the VM change in the sales reporting group.
• Monitor and manage the sampling in Store to consumers as per Company's believe and one of the sampling expertise.
• Regularly study the awareness in sales in store and propose activities and strategic roadshow to expose the brands into brand awareness.
• For Skin Spa & Open Spa Manager
• Skin Spa KPI
• Able to manager Skin Spa Treatment Package Sales, Treatment done, link-selling per treatment, IPT by tracking, understand and brief the team during briefing and monthly store meeting.
• Manage the BT Productivity and Room occupancy Rate and aware with the benchmark o
• Work out with Retail Manager on the right headcount for therapist and toe ensure the occupancy KPI.
• Conversion from Product to Treatment
• Manage the Senior /BC and encourage in Treatment package sales
• Buddy system in SPA between BC and Therapist to ensure the improvement in treatment package sales.
• Teamwork among in Senior/Beauty Coach to help in re-booking and room occupancy maximization
• Be the reference in the link-selling and home care advice after each treatment, based on customer needs and concerns.
• Accurately record and update after each visit Customers profile, beauty consultation, product and treatment purchase and any other relevant information to ensure perfect personalized service and maximize sales opportunity.
• Understand the Clarins Skin Spa treatments standards, and make sure that Spa team performs only Clarins Treatments strictly in line with international/regional protocols and method, with the highest hand skills and quality standards, according to our Brand heritage.
• Make sure all BT's regularly attend Clarins Training, to improve their practical skills and beauty expertise and service, thanks to intensive Clarins training and on-going coaching by Clarins practical trainers.
• Check preparation of treatment room before each treatment in line with merchandising and hygiene guidelines, ensure optimal inventory of products, accessories and amenities.
• Customer Services
• Deliver customer service as per Clarins standards Compliance with the Clarins Image:
• Accountable for grooming of the team
• Must ensure that merchandising / visual merchandising is in line with SOP, clean and uncluttered such as glass table top, displays, floating bar, consultation tables & testers must be in working order and dust free
• Displays, tester stand, light boxes, glorifiers, back wall displays, copy panels are updated with new launches
• Compliance of Sales process with guidelines for all BCs of the store. Includes activities such as skin consultation / skin check, arm demo and face demo execution, skin perfect touch, introduction to Make Up, sampling and most importantly, link sell.
• Proper handling of consumer complaints including reporting back to head office ensure offers exceptional customer service through perfect attention and dedication to customer's needs and well-being as defined in corresponding SOP as to ensure that every customer enjoys the bestin-class Clarins experience by performing strictly Clarins Beauty Journey.
• Ensure highest level of customer service after their visit through personalized follow-up calls and communication.
• Record and update precisely profile and beauty concerns of every customers by following the SOP and prepare and customized every appointment and re-calls accordingly.
• Build long-term relationship and trust with the customers through outstanding dedication to her well-being and comfort, to increase and ensure customer loyalty to the brands.
• Ensure in minimizing customers complaint. In case of Customer complaints, manage efficiently and timely the issue to ensure perfect Customer satisfaction.
• Recruit new customers to Clarins & drive loyalty and repeat purchase of existing customers
• Ensure team accuracy in collecting customer information for the store
• Identify and launch CRM actions, to bring the customer back to the store, supported by back office CRM actions, for example
• New customer recalls
• Birthday calls
• VIP calls
• Calls to customers specifically targeted by products of the current campaign
• Ensure offers, events and programs (e.g. new customer program…) are fully used by the BC to maximize repeat purchase as well as IPT
• Convey perfect brand image, uniqueness and expertise by make sure that all BT's are impeccably groomed at all time with hair, make-up, nails and outfit strictly in line with Clarins BT grooming standards and maintain perfect personal hygiene at all times.
• Show perfect genuine, professional and positive attitude and image at all times with all customers especially VIP.
• Product, Inventory
• Participate in the store operation tasks as assigned
• Master the knowledge on selling product by franchise and study the Product KPI and personal sales report Participate in the store operation tasks as assigned.
• Stock management of retail products, tester, limited edition, samples, mechanic and promotions, and seasonal set and ensure they are all being key in to the system.
• Keep track of all POP and communication material e.g. testers, samples, tester stand, brochures, etc and ensure materials are always in sufficient quantities and in good and updated form.
• Monitor and manage the store stock on hand and manage the Inventory Level. Maintain healthy stock batch code of retail products as per Company regulations.
• Aware and keep track of POS monthly inventory holding at healthy level, right product mixed especially top 20 selling items.
• Plan and strategize on stock FEFO and keep track on stock expiring from time to time with plan to ensure minimum returns and conduct stock and retail audit from time to time.
• Keep monitor the Hero Product and Stock on Hand (SOH) and execution minimize the Out Of Stock (OOS) for the store.
• Monitoring and train the team member from time to time on Stock Inventory Checking on Stock Availability, Movement and Stock On Hand (SOH).
• Good in stock movement and able to instantly act on stock issue, ordering issue and aware of stock security.
• Maintain & responsible to execute the loss prevention program to protect the company's inventory and assets.
  

Job Requirements Education/Degree

• Minimum education level of Sijil Pelajaran Malaysia (SPM) or Malaysian Certification of Education or equivalent

Background Including Total Years Of Experience

• At least 3 years relevant sales experience in retail industry. Those with at least 5 years relevant Retail/Spa management experience are a plus point to Clarins Key Store.

Technical Skills

• Knowledgeable in MS Office applications

Languages

• English will be main and Chinese or Malay will be value added.

Soft And Leadership Skills

• Service oriented; able to lead by example and to ensure team delivery of on customer service as per Clarins standards
• Results oriented; committed to meet individual and team goals
• Exhibits effective communication and interpersonal skill to all level of organization
• Demonstrates positive attitude; open to feedback and suggestions for improving quality of work, willing to try new approaches to increase sales
• Self-motivates and motivates others even in difficult situations
• Willing to take up tasks not only limited to deliver sales targets and store operation, but also monitor team service level and BC coaching
• Demonstrates skills in managing and developing people
• Works with integrity; can be trusted to act in accordance with the values of Clarins
• Is passionate about beauty
• Is passionate about listening to women and attending to their needs
• Can do attitude and able to mobilize when necessary

Sales, KPI, Trade Marketing, Customer Service, Retail Management, Inventory Management, People Management