Store Manager | Retail | Massimo Dutti Central World

• The Store Manager is accountable for ensuring operational excellence, having full P&L responsibility, and ensuring brand compliance within the store. They foster a work environment that promotes brand values, teamwork, and high-level performance in delivering exceptional customer service. Success in the role entails driving sales, effectively managing the store's financial aspects, and maintaining high standards in service and visual merchandising. This role is central to achieving strategic business goals and enhancing customer satisfaction.

Sales

• Lead by example in customer service, greeting customers, providing assistance, and ensuring standards reflect a strong image for our brands and company.
• Review and analyze sales figures to identify opportunities for sales performance improvement at department and business unit level.
• Challenge the team to improve performance using relevant retail metrics.
• Engage with department colleagues to enlist support for local opportunities that deliver sales growth.
• Analyze and understand the competition, identifying opportunities to exploit at store level.
• Drive conversion, average basket size, units per transaction, and maximize sales.
• Plan scheduling and daily planning for store cover based on sales trends and hours of operation.

Commercial & Visual

• Deliver store standards and implement events with commercial focus.
• Challenge direct reports on product presentation and ensure seasonal launches align with brand guidelines.
• Use visual merchandising elements to highlight merchandise and create customer awareness.
• Benchmark store standards with peers and competitors, creating an aspirational shopping environment.

Stock Management

• Ensure adherence to SOP in all stock management matters, including shipment receiving, cycle counting, and transfers.
• Ensure proper cover for operations team for better replenishment of best sellers.
• Review top and bottom selling lines with direct reports to maximize sales.
• Review stock management processes to identify risks and initiate action with operations team.

Service

• Actively model service standards, generating excitement and commitment.
• Respond to customer complaints, prioritizing customer satisfaction.
• Seek feedback from customers and use information to drive improvement.
• Drive the internal assessment process for service standards daily.
• Integrate service training from induction through existing staff training.

Standards & Compliance

• Ensure store complies with all legal standards and SOPs.
• Implement store self-assessment audits and devise actions with management.
• Work with Health & Safety officer for weekly reviews and action plans.
• Address store maintenance issues and escalate as needed.
• Review cleaning contractor performance against brand cleaning specifications.

Loss & Prevention

• Ensure cashiers understand and adhere to cash management procedures.
• Maintain integrity and adhere to cash and security procedures.
• Conduct routine checks on stockroom and shop floor for loose alarms.
• Monitor stock after each stock take and prevent potential theft.
• Be vigilant for shoplifters or abnormal activities.

People Management

• Implement company policies regarding absence, leave, and disciplinary issues.
• Work with HRBP on succession planning at all levels within the store.
• Focus on recruitment as a strategic process to maintain FTE levels.
• Engage with employees regularly to build strong working partnerships.
• Launch action plans based on employee surveys to drive improvement.
• Ensure direct reports have SMART objectives and development plans.
• Drive regular recognition and reward patterns across the store.

Costs Control

• Deliver efficient use of FTE in comparison with sales ratio and productivity.
• Challenge teams to meet shrinkage targets through stock systems management.
• Create a robust cost improvement action plan for the store.

• Strong leadership and customer management abilities.
• Ability to demonstrate critical thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Commercial Acumen.

• Graduate Degree required.
• 8+ years of relevant retail experience.
• Deep understanding and passion for fashion brands.
• Demonstrable strong leadership and customer management skills.
• Excellent communication and interpersonal skills.
• Capability to achieve set targets and KPIs.
• Commercial acumen and critical thinking abilities.
• Proficiency in management, organizational, and sales skills.