Job Purpose

To ensure operational efficiencies and day to day operations of the retail store to meet profitability and sales targets whilst ensuring quality- and customer demand standards are achieved.

Key Performance Areas

Contributes to creating and recommending strategic plans and reviews in order to achieve operational objectives and day to day operations of the store.
Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
Ensures availability of merchandise and services by approving contracts and maintaining inventories.
Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends
Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
Secures merchandise by implementing security systems and measures.
Protects employees and customers by providing a safe and clean store environment.
Maintains the stability and reputation of the store by complying with legal requirements.
Determines marketing strategy changes by reviewing operating and financial statements.
Completes store operational requirements by scheduling and assigning employees and following up on work results.
Strategic plans successfully implemented.
Customer satisfaction index.
SLA requirements honoured and maintained to the highest standards.
Availability of merchandise and inventory aligned with customer contracts and requirements.
Pricing policies formulated and implemented successfully.
Trend analyses conducted and outcomes applied to the benefit of the business.
Marketing and promotional initiatives and plans in place.
Achievement of profitability targets.
Security systems and risk preventative measures in place to secure store.
Safety regulations, legal and related stipulations complied with.
Alignment between marketing strategy and financial objectives (budget).

Compliance

Operates within controls and procedures in order to ensure the integrity of XCE.
Identifies and monitors risks within own department and area of responsibility.
Assists in the maintenance of a risk register, report discrepancies or areas of concern to management.
Ensures compliance with all relevant regulations and policy frameworks to prevent fruitless, wasteful and irregular expenditure.
Provide a safe working environment, adhering to Health, Safety and Environmental procedures and ensuring they are understood and practiced by the team at all times.
Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations.
Compliance with applicable controls and procedures.
Risks identified and monitored – risk register in place.
Risks reported to Manager.
Availability of documentation and records.
Cost and expenditure monitored – waste minimized.
SHE procedures and principles adhered to.
Compliance with applicable legislation / ISO and other regulations.

Customer Service Management

Maintains effective working relationships with customers (both internal and external) towards rendering highest quality of services.
Represents XCE in meetings with relevant stakeholders.
Identifies and solves problems creatively whilst demonstrating a high level of integrity in line with company  core values.
Reports to Management on internal stakeholder related matters.
Stakeholder / customer satisfaction index.
Compliance with applicable legislation and regulations.
Problem resolution in a timely manner (comebacks minimized).
Compliance with applicable legislation and regulations.
SLA requirements upheld.

Staff Supervision 

Ensures that all employees have signed performance agreements.
Monitors and measures performance quarterly by conducting employee appraisals.
In collaboration with HR, identify staff performance objectives, potential areas of development and action plans where necessary.
Ensures ongoing training and development of employees.
Addresses employee relations matters fairly and promptly.
HR Policies in place and adhered to.
Performance contracts in place.
Performance appraisal sessions held.
Performance objectives set and achieved.
Feedback received from employees.
Training and development plans in place.
ER matters attended to. 

 
Cost and Financial Control

Contributes to the budget preparation process.
Promotes and communicates the effective, efficient, economical and transparent use of financial and other resources.
Monitors and controls expenditure against budget and ensures spending occurs within budgetary limits and XCE financial guidelines, report deviations to direct Manager.
Explores opportunities to control and reduce costs.
Budget input provided and implementation successful.
Cost saving initiatives presented and implemented.
Waste prevented and expenditure minimized.