Assistant Mall Manager

Job Description - Assistant Mall Manager (19000166)

Job Description

Assistant Mall Manager - ( 19000166 )

Description

POSITION DESCRIPTION DOCUMENT

BASIC INFORMATION

PositionTitle

Mall Manager

Job Family

Function / Department

Retails (Store Operations)

POSITION DETAILS

To be filled up as per the requirement of thebusiness / unit / function / concept / territory

Grade

TBC

Reporting To

Area Manager

Corporate/Concept/Territory

Territory

Concept Name

(If Applicable)

CentrePoint

LOCATION DETAILS

Please tick the correct office location ( P ) of the position selected above and fill in theother geographic details

Base Location (City)

Country

KSA

POSITION OBJECTIVE

As Store Manager for Centrepointyou’ll use your people & business skills to create a retail environmentthat inspires both employees and customers. Through your enthusiasticapproach, and commitment to excellence you will drive sales, deliver asuperior customer experience, and manage a well trained and motivated team,You will play a key role in Landmark’s continued success which is based onthe power of our people who thrive on challenges and growth, passion &compassion, intelligent risks and responsible decisions. Creating exceptionalvalue for all lives we touch.

DO — Key Responsibilities

· To act as an ambassador for Centrepoint,effectively managing the day-to-day operation of the store and its salesteam

· Responsible for the overall success driving sales,reinforcing operation, and staff development, as well as overall service andbrand integrity for the store

· Be a role model for strong product knowledge ofthe Centrepoint product line, as well as selling and customer servicestandards

· Continually monitor store processes and proceduresto ensure best practice standards are in place

· Manage, supervise and coach staff in recruiting,hiring and training of store Sales Associates

· To ensure the highest level of customer service isgiven and measured against set objectives

· Maintain daily financial recaps and communicateand educate store management

· Full stock and stock take accountability,maintaining optimal stock levels in coreand campaignbest selling lines

· Full administrative responsibility for storereporting

· Management of store housekeeping and VisualMerchandising in line with Centrepoint & Landmark guidelines

· Management & maintenance of key internal &external relationships to drive the success of the store

· Drive memberships of Shukran & manage dataentry requirements

BE – COMPETENCIES

Customer Centricity - Putting the customer first and striving to consistently deliver a highquality customer service

Leadership - Positive leadership qualities to motivateand support others to achieve business, team and personal objectives

Business orientated - A commitment to do what is best toachieve business growth, overcoming obstinacies and being Innovative in ourthinking

Develop Others – Encouraging , supporting & inspiring others to develop confidence,capability and realise their full potential

Take ownership – Plan,adapt and work with a positive attitude to overcome barriers to change andtakes direct action to continually improve and grow

Teamwork & Co-operation – Ensure that people work co-operatively together, sharing information,knowledge, innovation and ideas and building the sense of team.

Competency

Level

Behaviours

Customer Centricity

4

· Makessure the business continuously develops and improves services mostimportant to customers

· ContinuouslyImproves customers service, based on customer feedback and industrybenchmarks

· Translatescustomers feedback into strategic improvements

Leadership

4

· Articulatesa vision that creates excitement, enthusiasm and

4

· Isa dynamic and inspirational leader

· Encouragesteam to take responsibility for their own work

· Proactivelystrives to retain effective staff

Business orientated

4

· Activelyfinds ways of improving the business through innovative thinking and ideas

· Hasa vision for the future of the store and communicate this effectively toothers

Develop others

4

· Positivelystrives to recognise, reward and retain effective staff

· Delegateseffectively to enable staff to develop new skills

Take ownership

4

· Knownfor clarity adding value to the business and the brand

· Consciouslychallenges self and stretches own skills boundaries

· Gathersfeedback, reflects on own development and takes responsibility for it.

Teamwork & Co-operation

4

· Workseffectively with others to achieve shared objectives

· Contributesto sense of team and strengthens collaboration across departments

Personality

Self motivated and enthusiastic. Has ability tomotivate team. Reliable & trustworthy.

DISPLAY

QUALIFICATION

Basic Qualification /Education / Vocational Training

High School Diploma

Advanced

Qualification / Certification/ Specialist Training

Graduate/ Post-graduate degree inRetail Management, Business Administration and/ or specializationin Marketing

EXPERIENCE

3 – 5 years

Specific / RelevantExperience

Minimum 2 years in retail industryheading one complete section /department

COMPETECIES

Technical Skills and Knowledge

· GoodKnowledge of retail processes and retail industry

· Managementof P & L

· Teamwork& collaboration – engaged & understanding

· Proactivenessand flexibility

· Coachingand Mentoring skills

· GoodKnowledge of Merchandising, Stock Management and Inventory processes

· Proficiencyin English and local language

DELIVER

Perspective

Measure - Outputs

Delivery of budgeted sales targetwithin the set time frame

Budget, plan and monitor storeoperating costs

Reduction of operating costs withinthe set time frame

Minimise store loss through securitymanagement ;

· Guardingto SLAs

Customer

Enhanced store experience

· Customersatisfaction score Improvement

· Complaintmanagement – complaints reduction

· Mysteryshopping benchmark score increases

· Staffbehaviour assessments

· Socialmedia sentiment analysis – positive feedback CP stores

Current Processes (Internal)

Adherence to Operating Manual(Internal to the organisation)

· BOEAudit Score

· RiskAudit Score

Customer Feedback score % of instancesof stock outs

"Build" forFuture"(Capability)

Developing the technical andbehavioural skills of the store team

Number of training programs attended %improvement in Performance pre and post training session PerformanceManagement

· CashierBehavioural observations evaluations

· CustomerFeedback (Suggestions and Complaints ) - improvement from previous year(s)

· Mysteryshopping Score- Improvement fromprevious year(s)

Retention of key talent

· CareerPathway in place

Team Engagement

M

JOB INTERACTIONS

KEY INTERNAL INTERACTION WITH

NATURE OF INTERACTION

· Warehouse

· OperationsTeam

· ForCustomer conversion by displayingexcellent customer service

· Toshare best in class retail practices

· Toensure delivery of SLAs (Inclusive of Concepts)

· Buildingrelationships for future

KEY EXTERNAL INTERACTION WITH

NATURE OF INTERACTION

· Peersin the industry

· ShoppingMall Management

· ForCustomer conversion by displayingexcellent customer service

· Toshare best in class retail practices

· Toensure delivery of SLAs (Inclusive of Concepts)

· Buildingrelationships for future

Validated by

Revised by

Validated on

Revised on

C

Qualifications

POSITION DESCRIPTION DOCUMENT

BASIC INFORMATION

PositionTitle

Mall Manager

Job Family

Function / Department

Retails (Store Operations)

POSITION DETAILS

To be filled up as per the requirement of thebusiness / unit / function / concept / territory

Grade

TBC

Reporting To

Area Manager

Corporate/Concept/Territory

Territory

Concept Name

(If Applicable)

CentrePoint

LOCATION DETAILS

Please tick the correct office location ( P ) of the position selected above and fill in theother geographic details

Base Location (City)

Country

KSA

POSITION OBJECTIVE

As Store Manager for Centrepointyou’ll use your people & business skills to create a retail environmentthat inspires both employees and customers. Through your enthusiasticapproach, and commitment to excellence you will drive sales, deliver asuperior customer experience, and manage a well trained and motivated team,You will play a key role in Landmark’s continued success which is based onthe power of our people who thrive on challenges and growth, passion &compassion, intelligent risks and responsible decisions. Creating exceptionalvalue for all lives we touch.

DO — Key Responsibilities

· To act as an ambassador for Centrepoint,effectively managing the day-to-day operation of the store and its salesteam

· Responsible for the overall success driving sales,reinforcing operation, and staff development, as well as overall service andbrand integrity for the store

· Be a role model for strong product knowledge ofthe Centrepoint product line, as well as selling and customer servicestandards

· Continually monitor store processes and proceduresto ensure best practice standards are in place

· Manage, supervise and coach staff in recruiting,hiring and training of store Sales Associates

· To ensure the highest level of customer service isgiven and measured against set objectives

· Maintain daily financial recaps and communicateand educate store management

· Full stock and stock take accountability,maintaining optimal stock levels in coreand campaignbest selling lines

· Full administrative responsibility for storereporting

· Management of store housekeeping and VisualMerchandising in line with Centrepoint & Landmark guidelines

· Management & maintenance of key internal &external relationships to drive the success of the store

· Drive memberships of Shukran & manage dataentry requirements

BE – COMPETENCIES

Customer Centricity - Putting the customer first and striving to consistently deliver a highquality customer service

Leadership - Positive leadership qualities to motivateand support others to achieve business, team and personal objectives

Business orientated - A commitment to do what is best toachieve business growth, overcoming obstinacies and being Innovative in ourthinking

Develop Others – Encouraging , supporting & inspiring others to develop confidence,capability and realise their full potential

Take ownership – Plan,adapt and work with a positive attitude to overcome barriers to change andtakes direct action to continually improve and grow

Teamwork & Co-operation – Ensure that people work co-operatively together, sharing information,knowledge, innovation and ideas and building the sense of team.

Competency

Level

Behaviours

Customer Centricity

4

· Makessure the business continuously develops and improves services mostimportant to customers

· ContinuouslyImproves customers service, based on customer feedback and industrybenchmarks

· Translatescustomers feedback into strategic improvements

Leadership

4

· Articulatesa vision that creates excitement, enthusiasm and

4

· Isa dynamic and inspirational leader

· Encouragesteam to take responsibility for their own work

· Proactivelystrives to retain effective staff

Business orientated

4

· Activelyfinds ways of improving the business through innovative thinking and ideas

· Hasa vision for the future of the store and communicate this effectively toothers

Develop others

4

· Positivelystrives to recognise, reward and retain effective staff

· Delegateseffectively to enable staff to develop new skills

Take ownership

4

· Knownfor clarity adding value to the business and the brand

· Consciouslychallenges self and stretches own skills boundaries

· Gathersfeedback, reflects on own development and takes responsibility for it.

Teamwork & Co-operation

4

· Workseffectively with others to achieve shared objectives

· Contributesto sense of team and strengthens collaboration across departments

Personality

Self motivated and enthusiastic. Has ability tomotivate team. Reliable & trustworthy.

DISPLAY

QUALIFICATION

Basic Qualification /Education / Vocational Training

High School Diploma

Advanced

Qualification / Certification/ Specialist Training

Graduate/ Post-graduate degree inRetail Management, Business Administration and/ or specializationin Marketing

EXPERIENCE

3 – 5 years

Specific / RelevantExperience

Minimum 2 years in retail industryheading one complete section /department

COMPETECIES

Technical Skills and Knowledge

· GoodKnowledge of retail processes and retail industry

· Managementof P & L

· Teamwork& collaboration – engaged & understanding

· Proactivenessand flexibility

· Coachingand Mentoring skills

· GoodKnowledge of Merchandising, Stock Management and Inventory processes

· Proficiencyin English and local language

DELIVER

Perspective

Measure - Outputs

Delivery of budgeted sales targetwithin the set time frame

Budget, plan and monitor storeoperating costs

Reduction of operating costs withinthe set time frame

Minimise store loss through securitymanagement ;

· Guardingto SLAs

Customer

Enhanced store experience

· Customersatisfaction score Improvement

· Complaintmanagement – complaints reduction

· Mysteryshopping benchmark score increases

· Staffbehaviour assessments

· Socialmedia sentiment analysis – positive feedback CP stores

Current Processes (Internal)

Adherence to Operating Manual(Internal to the organisation)

· BOEAudit Score

· RiskAudit Score

Customer Feedback score % of instancesof stock outs

"Build" forFuture"(Capability)

Developing the technical andbehavioural skills of the store team

Number of training programs attended %improvement in Performance pre and post training session PerformanceManagement

· CashierBehavioural observations evaluations

· CustomerFeedback (Suggestions and Complaints ) - improvement from previous year(s)

· Mysteryshopping Score- Improvement fromprevious year(s)

Retention of key talent

· CareerPathway in place

Team Engagement

M

JOB INTERACTIONS

KEY INTERNAL INTERACTION WITH

NATURE OF INTERACTION

· Warehouse

· OperationsTeam

· ForCustomer conversion by displayingexcellent customer service

· Toshare best in class retail practices

· Toensure delivery of SLAs (Inclusive of Concepts)

· Buildingrelationships for future

KEY EXTERNAL INTERACTION WITH

NATURE OF INTERACTION

· Peersin the industry

· ShoppingMall Management

· ForCustomer conversion by displayingexcellent customer service

· Toshare best in class retail practices

· Toensure delivery of SLAs (Inclusive of Concepts)