Store Manager

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Fendi Italia Srl Full time

As Store Manager you will be responsible for overall management of the store, staff, merchandise and customer service. You will work towards achieving the sales objectives, store profitability goals, achieving and maintaining high operational and merchandising standards, building a highly motivated team and coaching/developing your team members to enable them to progress in Fendi.

While representing the FENDI DNA, craftsmanship, quality of materials and creativity throughout the market, you will be engaged in achieving your team's targets meeting the assigned KPIs and sales goals.

Job responsibilities:

Performance Management and Business Development

  • Monitor and achieve store performance by tracking and ensuring that the KPIs targets are met.
  • Strategize and implement the necessary improvement plans in a timely manner, thinking out of the box whilst taking reasonable risks where necessary and applicable.
  • Conduct a brief every day, providing team members a condensed overview of the business, reinforcing and reiterating the right salesfloor behaviors and action plans.
  • Demonstrate sales leadership for staff and set performance targets for team and individual, relating to the KPIs and business objectives.
  • Be aware of both local and global environments and their material impact on our sales and business impacts.
  • Propose in-store activities that can better engage the staff, celebrating team successes while fostering a positive and inclusive team atmosphere.
  • Instruct and supervise staff in the correct execution of all company operating procedures, ensuring internal compliance.
  • Challenge the team to go the extra mile, ensuring excellence in terms of results and service.

Client Management

  • Manage quality of customer service, to meet customer expectations.
  • Develop loyal FENDI customers and make sure that all customers are properly and strategically assigned to a Client Advisor for development.
  • Act as brand ambassador to strengthen/build relationships with VIP clientele/new customers, hosting conjunctly with the client advisors as and when applicable.
  • Improve NPS and CX scores with the appropriate action plans.

Staff Management

  • Motivate and challenge team members to achieve assigned sales targets and assign clearly day-to-day tasks.
  • Ensure consistency on team performance, enhancing individual's performance through Monthly Touch Base and daily coaching.
  • Provide a global perspective on business trends, helping associates understand the business better, while emphasizing the importance of routines and acceptable risk-taking.
  • Collaborate with the HR Department in recruiting qualified applicants to meet the store needs.
  • Supervise store personnel and enforce Company policies while adhering to proper procedures regarding disciplinary action.
  • Ensure the proper management of staffing roster to provide effective store coverage.
  • Ensure the whole team is equipped with relevant working tools and ensure all needed accounts are in place and maintained (e.g. Stealth, Heaven, Icom credentials).

Training

  • Set up In-Store training routine.
  • Responsible for full spectrum on-the-job training, reinforce brand's DNA in the team, KPIs.
  • Identify individual and team training needs to develop Talents and communicate these needs to HR Department/local retail training manager.

Administrative and Operations Management

  • Review and submit sales and operational reports to management in adherence to company's KPIs and policies.
  • Inform management of decisions and procedures relating to business made at store level and any staff issues.
  • Take necessary action to effectively control costs and ensure efficient operation in the store.
  • Ensure that FENDI's standards are applied and maintained at all times across the customer service, internal control and back-office activities (stock, administration, etc.).

General Store Conditions / Visual Merchandising

  • Ensure that Visual Merchandising is consistent with Company standards.
Profile:
  • Minimum 8 - 10 years of related experience in retail/luxury industry with at least 3 years of experience in the capacity of a boutique lead.
  • Strong business acumen, result driven, goal oriented, capacity to implement all needed initiatives and demonstrate commercial creativity.
  • Proficient in MS Office, CRM and retail tools.
  • Prior experience in building strong client relationships and delivering client-centric solutions.
  • Making effective and timely decisions that keep the organization moving forward, applying an appropriate level of risk-taking.
  • Planning and prioritizing work to meet commitments aligned with organizational goals.
  • Cultivate a climate where people are motivated to do their best, while championing for the team to take ownership of their own learning.
  • Prior experience in developing people to meet the organizational missions and ambitions, ensuring proper development/succession plan for future appointments.
  • Be able to work with culturally diverse teams, recognizing the value that different perspectives and cultures bring to an organization.
Additional information for internal candidates:
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