Store Manager l Retail l ZARA KLCC

An established fashion group that has acquired the exclusive retail rights to operate stores for top fashion brand-names including ZARA, Massimo Dutti and Pull & Bear is seeking to hire top talents for our brands. We invite highly motivated and enthusiastic individuals who adore fashion and thrive on the challenge of working in this high energy industry to be part of the team.We are looking for highly committed professionals who adore fashion and thrive on the challenge of working in a high-energy business; who are willing to share our vision of creating a new concept in customer service.Job Purpose The Store Manager is responsible for consistent operational excellence in the store and has full P&L responsibility and ensures Brand compliance for the store. He / She creates a working environment which encourages Brand values, teamwork and delivery of the results and exceptional customer service.Job Description SALES Drive Sales Lead by example in customer service, greet customer and give assistance and make sure standards are followed to reflect a strong image for our brands and company.Reviews and analyses sales figures to identify opportunities to develop and drive sales performance at department and BU level.Challenges the team to improve performance compared to business and shape of chain using relevant retail metrics.Engages with relevant department colleagues to enlist support for local opportunities that deliver sales growth for the store.Analyses and demonstrates an understanding of the competition and identifies opportunities to exploit at store level.Demonstrates an understanding of the customer and challenges their team to drive conversion, average basket, UPT and maximize sales.Scheduling and daily planning for store cover, based on sales trend/week and hours/day.Commercial & VisualDelivers stores standards and implements events with impact and commercial focus.Challenges direct reports on presentation of product and ensures business policies and seasonal launches are delivered in line with the brand principal guidelines.Ensures VM elements highlight the merchandise throughout the store to create customer awareness of our different lines.Consistently seeks to benchmark own standards with peer stores and competitors and looks for ways to create an aspirational shopping environment for the customer keeping in line with brand principals.Stock Management Ensure following SOP in all matters related to stock management like, shipment receiving, cycle count, transfer between stores, devo returns, damaged items and withdrawals from shop floor emails, etc… and to communicate with concerned department.Ensure proper cover for OPS team for better replenishment of best sellers on shop floor, as well communicating with Commercial and Merchandiser to ensure receiving of best sellers regularly.Regularly reviews top and bottom selling lines with direct reports to ensure store is carrying correct options to maximize sales.Regularly reviews stock management process and stockholding areas with direct reports and operations team to identify areas of risk and initiate action.SERVICE Service StandardsActively demonstrates and role models service – Doing the right thing generating excitement and commitment to serviceRespond to customer complaints considering that satisfying customer is a top priority.Listens to and actively seeks feedback from customers on service standards in their store uses the information to drive improvementDrives the internal assessment process for ensuring service standards are driven on a daily basis and walk and talk service at every opportunityEnsures that service training is an integral part of training from induction through to existing staff to ensure all employees are trained to the highest standards and are clear on the customer and business expectations.Service MeasurementsAnalyses Mystery Shop report to identify areas for improvement and implements an action plan. Demonstrates an understanding of store themes at BU level and challenges direct reports to drive improvementRegularly recognizing excellent service in store on a regular basis supported by clear communicationSTANDARDS Compliance Ensures that the store is adequately resourced across all the areas that are touched by legal compliance have a thorough knowledge of all compliance issues across the store and that the people involved are knowledgeable and fully trainedEnsures employees are knowledgeable and always updated on SOPsImplements store self-assessment audits/reviews internal audit reports and devise action plans with the wider management team ensuing that actions are delivered.Health & SafetyDelivers a safe and legally complaint store trading environment for customers and employees by ensuring that there is a weekly review with the Health and Safety officer to identify risks and drive an action planWorks to ensure any store maintenance issues are reported correctly and resolved quickly to the company standard required, escalating as appropriateCleaning contractors are regularly reviewed to ensure they are delivering to brand cleaning specifications and escalate risks appropriatelyDuty ManagementEnsures that all the section managers are trained and able to carry out the duty manager role/ key holder role and manage major incidents competentlyLOSS & PREVENTIONEnsure that all cashiers understand and adhere to the cash management proceduresPossess high integrity and adheres to cash and security procedures with all security log forms populated truthfullyCarry out routine checks on stockroom and shop floor and look for loose alarmsCheck TGT after every stock take and take note of the items that might be due to theft. Deploy staffs on those zone areas and take precaution on those itemsBe vigilant and look out for shoplifters or anything that is out of the normPEOPLE People policies and ProcessImplements company policies and processes for managing absence, leave, addressing disciplinary issues and support the management teamDemonstrates an understanding of the HR policies to drive improvement in employee’s behavior & outcomeWorking with HRBP to develop a robust succession plan at all levels within the store that supports the regional succession planFocus on recruitment as strategic process to bring in candidates with right attitude, partner with recruitment team to have a pipeline of candidates to maintain FTE levelsVoice of EmployeeEngages with the employees on a regular basis to build a strong working partnership that promotes good communication and involvement throughout the storeReviews and identifies the key learning’s from the survey in conjunction with Store Management team to create a robust action plan that drives improvement.Performance Development (PDR)Demonstrates all aspects of performance & development management, career and succession planningEnsures that all direct reports have SMART objectives and an individual development plan which are reviewed in line with the business performance management cyclePartners with HRBP to ensure staff completes required trainings through a Training Calendar and ensures reporting of training activity as requiredDrives a regular pattern in recognizing and rewarding success across the store formally and informallyCOSTS CONTROLProfitabilityDeliver an efficient use of FTE in the store which is comparable to MPC to Sales ratio and productivityChallenges teams to deliver shrinkage targets through accurate management of all stock systems and people processesCost improvementCreates a robust Cost Improvement action plan for their store which looks for opportunities to drive improvement.Job RequirementsMinimum Qualifications and Knowledge: Graduate DegreeRetail experienceMotivated and can work towards set targets and KPI'sExperience with and passion for fashion brandsCommercial AcumenStrong leadership and customer management abilitiesExcellent communication and interpersonal skillsMinimum Experience: +8 years of relevant experienceJob-Specific Skills: Ability to demonstrate critical thinking and problem-solving skills as well as good organizational, management, communication and sales skills