Assistant Mall Manager

22 أكتوبر، 2022

0 3 4 دقائق

Job Description

POSITION DESCRIPTION DOCUMENT
BASIC INFORMATION
PositionTitle
Mall Manager
Job Family
Retail Sales & Operations
Function / Department
Retails (Store Operations)
POSITION DETAILS
Grade
TBC
Reporting To
Area Manager
Corporate/Concept/Territory
Territory
Concept Name
(If Applicable)
Centre Point
LOCATION DETAILS
Base Location (City)
Country
KSA
POSITION OBJECTIVE
As Store Manager for Centrepoint you'll use your people & business skills to create a retail environment that inspires both employees and customers. Through your enthusiastic approach, and commitment to excellence you will drive sales, deliver a superior customer experience, and manage a well trained and motivated team, You will play a key role in Landmark's continued success which is based on the power of our people who thrive on challenges and growth, passion & compassion, intelligent risks and responsible decisions. Creating exceptional value 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 sales team
. Responsible for the overall success driving sales, reinforcing operation, and staff development, as well as overall service and brand integrity for the store
. Be a role model for strong product knowledge of the Centrepoint product line, as well as selling and customer service standards
. Continually monitor store processes and procedures to 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 is given and measured against set objectives
. Maintain daily financial recaps and communicate and educate store management
. Full stock and stock take accountability, maintaining optimal stock levels in core and campaign best selling lines
. Full administrative responsibility for store reporting
. Management of store housekeeping and Visual Merchandising 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 data entry requirements
BE – COMPETENCIES
Customer Centricity – Putting the customer first and striving to consistently deliver a high quality customer service
Leadership – Positive leadership qualities to motivate and support others to achieve business, team and personal objectives
Business orientated – A commitment to do what is best to achieve business growth, overcoming obstinacies and being Innovative in our thinking
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 and takes 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
. Makes sure the business continuously develops and improves services most important to customers
. Continuously Improves customers service, based on customer feedback and industry benchmarks
. Translates customers feedback into strategic improvements
Leadership
4
. Articulates a vision that creates excitement, enthusiasm and
4
. Is a dynamic and inspirational leader
. Encourages team to take responsibility for their own work
. Proactively strives to retain effective staff
Business orientated
4
. Actively finds ways of improving the business through innovative thinking and ideas
. Has a vision for the future of the store and communicate this effectively to others
Develop others
4
. Positively strives to recognise, reward and retain effective staff
. Delegates effectively to enable staff to develop new skills
Take ownership
4
. Known for clarity adding value to the business and the brand
. Consciously challenges self and stretches own skills boundaries
. Gathers feedback, reflects on own development and takes responsibility for it.
Teamwork & Co-operation
4
. Works effectively with others to achieve shared objectives
. Contributes to sense of team and strengthens collaboration across departments
Personality
Self motivated and enthusiastic. Has ability to motivate team. Reliable & trustworthy.
DISPLAY
QUALIFICATION
Basic Qualification / Education / Vocational Training
High School Diploma
Advanced
Qualification / Certification / Specialist Training
Graduate/ Post-graduate degree in Retail Management, Business Administration and/ or specialization in Marketing
EXPERIENCE
Minimum Experience
3 – 5 years
Specific / Relevant Experience
Minimum 2 years in retail industry heading one complete section /department
COMPETECIES
Technical Skills and Knowledge
. Good Knowledge of retail processes and retail industry
. Management of P & L
. Result orientation – confident
. Teamwork & collaboration – engaged & understanding
. Communication skills – helpful, approachable & respectful
. Proactiveness and flexibility
. Report writing skills
. Leadership skills
. Coaching and Mentoring skills
. Customer service orientation
. Good Knowledge of Merchandising, Stock Management and Inventory processes
. Proficiency in English and local language
DELIVER
Perspective
Key Result Area (KRA) – Inputs
Measure – Outputs
Financial
Maximise Sales Performance
Delivery of budgeted sales target within the set time frame
Budget, plan and monitor store operating costs
Reduction of operating costs within the set time frame
Loss Prevention
Minimise store loss through security management
. CCTV Operational
. Guarding to SLAs
. Tagging activating
. Goods In/Door Control
Customer
Enhanced store experience
. Customer satisfaction score Improvement
. Complaint management – complaints reduction
. Mystery shopping benchmark score increases
. Staff behaviour assessments
. Social media sentiment analysis – positive feedback CP stores
Current Processes (Internal)
Adherence to Operating Manual (Internal to the organisation)
. BOE Audit Score
. Risk Audit Score
100% stock availability
Customer Feedback score % of instances of stock outs
Build for Future(Capability)
Developing the technical and behavioural skills of the store team
Number of training programs attended % improvement in Performance pre and post training session Performance Management
. Cashier Behavioural observations evaluations
. Customer Feedback (Suggestions and Complaints ) – improvement from previous year(s)
. Mystery shopping Score – Improvement from previous year(s)
Retention of key talent
. Succession planning
. Career Pathway in place
Team Engagement
M
. Employee engagement score
. Labour turnover reduction
JOB
INTERACTIONS
KEY
INTERNAL INTERACTION WITH
NATURE OF INTERACTION
. Concept Managers
. Warehouse
. Operations Team
. Merchandising Team
. Marketing Manager
. Visual Merchandiser
. Human Resources
. Finance
. For Customer conversion by displaying excellent customer service
. To share best in class retail practices
. To ensure delivery of SLAs (Inclusive of Concepts)
. Building relationships for future
KEY
EXTERNAL INTERACTION WITH
NATURE OF INTERACTION
. Area Management
. Operation Management
. Customer
. Peers in the industry
. Vendors/Contractors
. Shopping Mall Management
. For Customer conversion by displaying excellent customer service
. To share best in class retail practices
. To ensure delivery of SLAs (Inclusive of Concepts)
. Building relationships for future
Validated by
Revised by
Validated on
Revised on
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