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Store Operations Director
3 weeks ago
We are seeking a highly motivated and experienced Fendi Store Manager to lead our retail boutique team in delivering exceptional customer service, driving sales growth, and maintaining the highest standards of visual merchandising.
Key Responsibilities:- Performance Management and Business Development:
- Monitor and achieve store performance by tracking and ensuring that key performance indicators (KPIs) targets are met.
- Strategize and implement necessary improvement plans in a timely manner, thinking outside the box while taking reasonable risks where necessary and applicable.
- Conduct daily briefings, providing team members with a condensed overview of the business, reinforcing and reiterating the right sales floor behaviors and action plans.
- Demonstrate sales leadership for staff and set performance targets for teams and individuals relating to KPIs and business objectives.
- Become aware of both local and global environments and their material impact on sales and business impacts.
- Pose in-store activities to better engage staff, celebrate team successes while fostering a positive and inclusive team atmosphere.
- Instruct and supervise staff in executing all company operating procedures, ensuring internal compliance.
- Challenge the team to go above and beyond, ensuring excellence in results and service.
- Client Management:
- Manage quality of customer service to meet customer expectations.
- Develop loyal Fendi customers and ensure all customers are properly assigned to client advisors for development.
- Act as brand ambassador to strengthen/build relationships with VIP clientele/new customers, hosting conjunctly with client advisors when applicable.
- Improve Net Promoter Score (NPS) and Customer Experience (CX) scores with 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 bases 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 Human Resources Department in recruiting qualified applicants to meet 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.
- 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 the 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 customer service, internal control, and back-office activities.
