Section Manager l ZARA IOI l Retail l Malaysia

• The Deputy Manager is responsible for ensuring operational excellence in the store while supporting the Store Manager in achieving sales targets and P&L accountability. The role involves maintaining brand compliance, fostering teamwork, and delivering exceptional customer service. Success in this position requires driving sales growth, managing stock effectively, and upholding service standards while maintaining a compliant and safe environment. The Deputy Manager collaborates with Store Managers and other teams to enhance employee performance and engagement while leveraging commercial acumen to optimize profitability.

Sales

• Lead by example in customer service, greet customers, provide assistance, and ensure standards are followed to reflect the brand's image.
• Review and analyze sales figures to identify opportunities for improving department and BU sales performance.
• Challenge the team using relevant retail metrics to improve performance compared to business targets.
• Engage with relevant department colleagues to enlist support for local opportunities to drive store sales growth.
• Analyze and understand competition to identify store-level opportunities for exploitation.
• Schedule monthly and daily planning for store cover based on sales trends and hours per day.

Commercial & Visual Merchandising

• Deliver store standards and implement impactful events with a commercial focus.
• Challenge direct reports on product presentation and ensure business policies and seasonal launches align with brand guidelines.
• Ensure VM elements highlight merchandise throughout the store to create customer awareness of different lines.
• Benchmark standards with peer stores and competitors to create an aspirational shopping environment in line with brand principles.

Stock Management

• Follow SOP for all matters related to stock management, including shipment receiving, cycle counts, transfers, returns, and withdrawals.
• Ensure proper OPS team coverage for replenishment of best sellers and communicate with Commercial and Merchandiser for consistent best seller receiving.
• Review top and bottom selling lines with the store manager to ensure correct options for maximizing sales.
• Regularly review stock management processes and stockholding areas with direct reports to identify risks and initiate action.

Service Standards

• Actively model excellent service practices to generate excitement and commitment to service.
• Respond promptly to customer complaints ensuring customer satisfaction as a priority.
• Listen to customer feedback on service standards and use information for improvement.
• Drive internal assessments to ensure service standards are maintained daily and promote walk-and-talk service.
• Ensure all employees complete required service training related to customer services and business expectations.

Compliance & Standards

• Ensure store is resourced in areas impacted by legal compliance, with thorough knowledge and training on compliance issues.
• Ensure employees are knowledgeable and updated on SOPs.
• Implement self-assessment audits and devise action plans with wider management to deliver actions.
• Deliver a legally compliant store environment through weekly reviews with Health and Safety officers.
• Report and resolve store maintenance issues promptly, escalated as needed.
• Regularly review cleaning contractors to ensure brand cleaning specifications are met.

Loss & Prevention

• Ensure understanding and adherence to cash management procedures among employees.
• Uphold high integrity with cash and security procedures, ensuring truthful completion of security log forms.
• Conduct routine checks on stockroom, shop floor, and look for loose alarms.
• Check TGT after stock takes for items potentially due to theft, deploying staff to those zones as a precaution.
• Be vigilant and monitor for shoplifters or abnormal activity.

People Management

• Implement company policies and processes for managing absence, leave, and disciplinary issues.
• Engage regularly with employees to build partnerships promoting communication and involvement.
• Partner with Store Manager and HRBP for staff training completion via a Training Calendar.
• Participate in employee performance reviews to support development.

Cost Control

• Deliver efficient use of FTE in-store relative to MPC to Sales ratio and productivity.
• Challenge teams to meet shrinkage targets through accurate management of stock systems and processes.
• Create a robust Cost Improvement plan for the store to identify and implement opportunities for improvement.

• Leadership skills to drive team performance and align with brand values.
• Financial acumen for P&L responsibility and sales target achievement.
• Excellent communication skills for interpersonal and customer interactions.
• Strategic thinking to identify opportunities for sales growth and operational improvement.

• Graduate Degree in a relevant field.
• Minimum of 8 years of relevant experience in retail management.
• Strong leadership and customer management abilities.
• Experience with fashion brands and commercial acumen.
• Excellent communication and interpersonal skills.
• Ability to demonstrate critical thinking and problem-solving abilities.
• Proficiency in organizational, management, communication, and sales skills.