Store Manager | Retail | Massimo Dutti Siam Paragon

• The Store Manager is responsible for ensuring the store operates at a high level of efficiency and profitability. This includes managing the P&L, maintaining brand compliance, and fostering a work environment that promotes brand values and teamwork. The Store Manager is expected to deliver exceptional customer service, manage staff effectively, and optimize sales and operations to meet targets. A key aspect of the role involves collaborating with various departments to drive growth, address challenges, and ensure all operational and brand standards are consistently met.

General

• Collaborate closely with the Retail Director, Commercial Team, HRBP, and Operations Team.
• Manage full P&L of the store ensuring operational excellence and brand compliance.
• Create a working environment fostering brand values, teamwork, and exceptional customer service.
• Recruit, train, supervise, and appraise store staff.
• Oversee inventory levels and manage store budgets.
• Address and resolve customer queries and complaints.
• Maximize profitability by setting and meeting sales targets, motivating staff to achieve them.

Sales

• Lead by example in delivering excellent customer service and ensure standards reflect brand and company image.
• Analyze sales figures to identify opportunities for developing sales performance at department and BU level.
• Challenge the team to improve performance compared to business metrics.
• Engage with relevant departments to leverage support for local sales opportunities.
• Understand competition and exploit opportunities at store level.
• Drive customer conversion, average basket size, units per transaction, and overall sales.

Commercial & Visual Merchandising

• Implement impactful store standards and events with a commercial focus.
• Challenge reports on product presentation ensuring alignment with brand guidelines.
• Ensure visual merchandising highlights merchandise to create customer awareness of different lines.
• Benchmark store standards against peers and competitors, aiming for an aspirational shopping environment.

Stock Management

• Ensure compliance with SOPs related to stock management, including shipment receiving, cycle counts, and transfers.
• Cover Operations team for better replenishment and communicate with departments for stock flow.
• Review top and bottom selling lines to ensure optimal stock for maximizing sales.
• Assess stock management processes for risks and action improvements as needed.

Service

• Role model customer service and generate excitement and commitment to service standards.
• Address customer complaints prioritizing customer satisfaction.
• Seek customer feedback to drive improvements in store service.
• Ensure service training is integral from induction through existing staff levels.
• Analyze Mystery Shop reports for improvement and implement action plans.

Standards and Compliance

• Ensure adequate resourcing across all compliance-affected areas with trained personnel.
• Implement self-assessment audits and action plans with management.
• Maintain a safe and legally compliant trading environment in collaboration with Health and Safety officers.
• Oversee training for handling major incidents and fulfilling duty manager roles.

Loss Prevention

• Ensure cash management procedures are adhered to by all cashiers.
• Conduct routine checks on stock security and manage theft risks.
• Vigilantly look out for shoplifting and any suspicious activities.

People Management

• Implement company policies on managing absence, leave, and disciplinary issues.
• Develop a robust succession plan in collaboration with HRBP.
• Focus on strategic recruitment aligned with maintaining functional levels.
• Engage regularly with employees to foster communication and involvement.
• Drive performance development through SMART objectives and individual development plans.
• Recognize and reward success formally and informally within the store.

Costs Control

• Optimize FTE usage in relation to sales ratio and productivity targets.
• Create a cost improvement action plan focusing on operational efficiencies.
• Strive for delivery of retail KPIs such as P&L, CSI, cash discrepancy reductions, and control over stock loss and customer complaints.

• Strong leadership and team management skills.
• Proficiency in retail performance metrics and sales analysis.
• Excellent communication and interpersonal abilities.
• Ability to drive sales and deliver high-quality customer service.

• Graduate Degree in a relevant field.
• More than 8 years of experience in retail, particularly with fashion brands.
• Strong leadership, communication, and customer management skills.
• Demonstrated capability in problem-solving, critical thinking, and organizational skills.