Job Description – Store Manager

Position               : Store Manager

Location              : Johannesburg - The Fragrance Lounge at OR Tambo International Airport

Reporting to      : Sales Manager

Step into an exciting new era of luxury beauty and fragrance retail as The Fragrance Lounge proudly expands its presence at OR Tambo International Airport.

As we prepare to launch a dynamic new store destination, we are looking for an experienced, passionate, and commercially driven Store Manager to lead our team in delivering a world-class shopping experience to both local and international travellers. This is an exciting opportunity to be part of a fast-paced, premium retail environment representing some of the world’s most prestigious beauty and fragrance brands.

If you are passionate about luxury retail, exceptional customer experiences, team leadership, and driving store performance, we invite you to join us on this exciting journey and play a key role in the successful launch of our newest store at OR Tambo International Airport

Purpose of the Role

The purpose of the role is to ensure the store's profitability through focusing on the business drivers: - customer service - generation of turnover – operating expenses and losses - implementation of company standards – establishment, leadership and maintenance of an effective team and process management practices.  

KEY RESPONSIBILITIES

Budget and Financial Management – Store Profitability

• Generate sales/KPI targets with your team - and implement strategies to achieve & improve
• Maximise profitability by controlling expenses - analyze budgets and projections monthly and implement measures to achieve/exceed sales budget and achieve optimum expense ratios
• Implement the Company’s procedures of managing expenses, financial controls, store controls and increased profitability
• Ensure that store stock loss results are within Company norms, with an effective stock loss action plan for the store - which identifies and addresses all potential security risks

Customer Experience

• Ensure that the store team (all team members) delivers consistent, excellent customer service that stands out from our competitors, in accordance with training and SOP’s
• Follow and implement the Company values and strategies that attract and retain customers
• CRM Management
• Drive increased customer data base (attraction of NEW customers)
• Manage all store customer complaints, issues, communication of enquiries, in an efficient and quick manner
• Ensure correct implementation of store layout, merchandising, signage, and visual displays
• Manage and maintain the inventory pipeline to ensure that sufficient, correct stock is displayed on the sales floor in accordance with SOPs
• Ensure correct and timeous implementation of store's eventing, activations, launches
• Conduct regular environmental scans of competitor activities (price, product, layouts and promotions) and external socio-economic factors so that appropriate changes can be made to the business plans
• Ensure that the store delivers appropriate merchandise and services based on the store's specific customer profile and customer trends
• Ensure appropriate staffing levels to support customer service requirements adhering to scheduling and trade guidelines

Build, lead and manage a high performing store team

• Lead by example, ensuring your own conduct is professional at all times
• Ensure an open, motivated, and harmonious work environment
• Recruitment of a high calibre team, passionate about customers and beauty
• Induction and on-boarding of all new team members
• Learning and development of all team members - understanding their role/team, store processes and systems, all relevant customer, brand and selling training
• Develop and maintain standard team ways of working / rhythm and routines as per SOPs
• Performance management of store team, including defining goals, actioning performance appraisals as per and development plans
• Daily management of team/people issues and misconduct (absenteeism, leave, time keeping, disciplinary etc) with support from line manager and HR
• Structured and organized team communication to ensure team is always aware of current focus/initiatives/performance etc (weekly/monthly EMT’s)
• Monthly team coaching sessions to communicate objectives, set goals and follow up on progress - one on one coaching sessions as identified and agreed with team members
• Create a store environment geared to deliver a great employee and customer experience you are proud of to achieve sales and profit KPIs
• Analyze results daily, weekly and develop strategies to improve with the team
• Manage time, establish priorities and delegate effectively to meet objectives and KPI’s

Store Operations

• Ensure adherence to process/systems/SOPs, ensuring you understand and manage the store according to latest SOPs and that you know all systems requirements
• Ensure comprehensive checklists are adhered to daily, weekly, monthly as required
• Accountable for all controls and sign off
• Oversee all daily movements in store
• Maintain desirable and favourable inventory levels, work closely with suppliers on out of stocks, overstocks, incorrect stock, launches etc
• Report accurately from receiving to stock room to sales floor - stock received, stock on hand, stock losses, write-offs, breakages, returns, recalls, IBTs to sales as per SOPs.
• Prepare, co-ordinate and ensure complete and accurate physical stock inventory as required weekly including stocktakes.
• Execute and maintain new launch displays, collateral placement etc
• Maintain VM/ signage, store layout & displays - as per guidelines/SOPs
• Develop and maintain strong working relationships with all suppliers and airport management, work closely in collaboration with all key stakeholders
• Ensure compliance to OHASA and ACSA requirements
• Ensure that all Standard Operating Procedures are trained, implemented and followed by all team members

MINIMUM REQUIREMENTS:

• Matric, relevant higher education degree
• At least 5 years Retail store experience/knowledge within the cosmetics industry
• BI, Retail Systems (stock management, POS, leadership, CRM, finance systems)
• Microsoft Suite - proficient excel skills
• Must be able to demonstrate retail knowledge and current industry trends
• Must be a team player, an active learner and problem-solver
• Must be willing to work weekends and shifts as required (OR Tambo trades from 6am to 10pm and all team members are required to work shifts in line with the operational requirements of the store)
• Must have own transport as per store trading times

JOB RELATED SKILLS:

Leadership and management of a team – drive action and accountability

Customer centric

Planning and organising

Decisive

Analytical

Process minded - continuous improvement

Systems savvy

Coping with pressures and setbacks

Contact Maxine: 072 302 1671