Section Manager

7 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**

Deputy Manager is responsible for consistent operational excellence in the store and support Store manager to achieve sales target and positive 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.

**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.
- 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 monthly and daily planning for store cover, based on sales trend/week and hours/day.

**Commercial & Visual**
- Delivers 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 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 store manager 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.
- To ensure an effective replenishment that complies with company standards.
- Listens to and actively seeks feedback from customers on service standards in their store uses the information to drive improvement
- Drives the internal assessment process for ensuring service standards are driven on a daily basis and walk and talk service at every opportunity
- Ensures that all employees complete required service training in regard to customer services and business expectations.

**Service Measurements**
- Analyses 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 improvement
- 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
- Ensures 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

**Duty Management**
- Ensures that all the section managers are trained and able to carry out the duty manager role/ key holder role and manage major incidents competently

**LOSS & PREVENTION**
- Ensure that all employees understand and adhere to the cash management procedures
- Possess high integrity and adheres to



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