Responsible | Retail | ZARA MyTown

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

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 following SOP in all matters related to stock management like, shipment receiving, cycle count, transfer between stores, devo returns, damaged items and withdrawals from shop floor emails, etc and to communicate with concerned department. 
• 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 a regular basis to build a strong working partnership that promotes good communication and involvement throughout the store

Training & Development 

• Demonstrates all aspects of performance & development management, career and succession planning
• Develop and coach sales associate cum cashier (e.g.new hire) 

COSTS CONTROL

Profitability

• Support store manager to deliver shrinkage targets through accurate management of all stock systems and people processes

Cost improvement

• Help store/deputy manager to manage Cost Improvement action plan for their store which looks for opportunities to drive improvement.

WHAT EQUIPS YOU FOR THE ROLE

• Diploma/ Degree in relevent fields 
• Minimimum 2 years of relevant experience in fashion retail 
• Motivated and can work towards set targets and KPI's
• Experience with and passion for fashion brands
• Commercial Acumen
• Strong leadership and customer management abilities
• Excellent communication and interpersonal skills
• Ability to demonstrate critical thinking and problem-solving skills as well as good organizational, management, communication and sales skills
   

ABOUT THE DIVISION

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Massimo Dutti and Pull & Bear) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference.