Responsible

6 months ago

Kuala Lumpur, Malaysia Al-Futtaim Full time

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

**OVERVIEW OF THE ROLE**

Our Responsible (Boutique Supervisor) is tasked to assist and support Section Manager and Boutique Manager in running of a store in line with company objective and ensure brand compliance for store. To supervise the shop floor and coordinate staff activity. He / She creates a working environment which encourages Brand values, teamwork and delivery of the results and exceptional customer service.

**WHAT YOU WILL DO**

**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.
- Resolve and manage customers' requests, comments, and complaints
- Aware about opening and closing SOPs of store.
- Reviews and analyses sales figures in consultation with store manager 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.
- Demonstrates an understanding of the customer and challenges their team to drive conversion, UPT and maximize sales.
- Scheduling monthly and daily planning for store cover, based on sales trend/week and hours/day.
- Aware of daily & monthly budget
- Ensure good housekeeping is maintained throughout all areas in the store and to communicate with the senior management team in case an incident happens.

**_Commercial & Visual_**
- Delivers store’s Image standards and implements events with impact and commercial focus.
- Ensures VM elements highlight the merchandise throughout the store to create customer awareness of our different lines.

**Stock Management**
- 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 Standards_**
- Actively demonstrates and role models service - Doing the right thing generating excitement and commitment to service
- Respond 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 improvement

**_Service Measurements_**
- Regularly recognizing excellent service in store on a regular basis supported by clear communication

**STANDARDS**
**_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 trained
- Support store manager to ensure that employees are knowledgeable and always updated on SOPs
- Implements store self-assessment audits/reviews internal audit reports and devise action plans with the wider management team ensuing that actions are delivered.

**_Health & Safety_**
- Delivers 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 plan
- Works to ensure any store maintenance issues are reported correctly and resolved quickly to the company standard required, escalating as appropriate
- Cleaning contractors are regularly reviewed to ensure they are delivering to brand cleaning specifications and escalate risks appropriately

**LOSS & PREVENTION**
- Be vigilant and look out for shoplifters or anything that is out of the norm
- Ensure that all sales associate cum cashiers understand and adhere to the cash management procedures
- Possess high integrity and adheres to cash and security procedures with all security log forms populated truthfully
- Carry out routine checks on stockroom and shop floor and look for loose alarms
- Check 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 items

**PEOPLE**

**_People policies and Process_**
- Support store manager to implements company policies and processes for managing absence, leave, addressing disciplinary issues and support the management team
- Demonstrates an understanding of the HR policies to drive improvement in employee’s behavior & outcome

**_Voice of Employee_**
- Engages with the employees on

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