Regional Manager - Retail - West

Position Title: Area /Regional Manager

Department/Location: Retail Operations / Mumbai

Reports to: National Sales Manager

Direct Reports: Cluster Managers (Within Region)

Customer Experience :

- Ensure all store teams are customer centric in all that they do to enhance customer experience including adhering to task cut-off times

- Implement and deliver on customer experience strategy

- Encourage and inspire stores to create a Forever First Culture through the provision of an amazing customer experience

- Review Mystery Shopper results on a monthly basis and identify opportunities for further improvement

- Identify training opportunities to support the customer experience

- Promote and embody the Forever First (FF) philosophy by leading by example

- Maintain the integrity of the FF program by ensuring accurate team member assessments are completed

Financial Management :

- Ensure every store team is providing exceptional customer service every time in order of reaching and exceeding sales budgets

- Drive the retail team to exceed the IPT benchmark

- Ensure that all team members are made aware of daily, weekly and monthly sales targets by their Management Team

- Ensure all stores in your region complete the budget book on a daily basis

- Follow through on strategies to achieve monthly sales budgets

- Review weekly and monthly sales trends in consultation with the National Sales Manager to identify opportunities to further maximize and drive sales

- In consultation with the National Sales Manager follow through on initiatives and incentives to drive sales

- Work with the National Sales Manager to participate in the setting of monthly sales and wage budgets within your region

- Conduct annual salary reviews for direct reports and recommend increases aligned to company guidelines

People Development and Leadership :

- Ensure the retail team lives and breathes the Proud Behaviours and Brand Values

- Understand all store role responsibilities and communicate to teams referring to position descriptions

- Implement and follow up on strategies as determined by the Training Manager and Human Resources to maximise Recruitment and Selection, On boarding, Training and Development, Performance Management, Succession Development, Team Retention and Employer of Choice across all stores in your region as described below:

- Identify recruitment needs and recruit 'best fit' team members

- Ensure all team members complete orientation & induction within the six month probationary period

- Conduct probationary and annual reviews on all Cluster Manager and Store Managers in your region as well as any other Team Members as required

- Ensure Half yearly development plans are conducted for all direct reports

- Identify training needs of direct reports to develop their skills and maximize performance

- Create a coaching culture with direct reports through the recognition of great performance and effective management of poor performance

- Provide management team with open and honest feedback and coaching on their performance

- Conduct performance management sessions with Team Members as required in consultation with Human Resources and National Sales Managers

- Maximize employee succession and retention through identifying highly skilled Team Members

Brand Experience :

- Ensure customer is always prioritized over all tasks

- Ensure a consistent brand experience is executed and measured across your region. This includes product presentation, visual merchandising, the customer experience and integration/alignment with multi-channel

- Ensure communication and working relationship with VM team is optimum at all times Be merchant minded and make commercial decisions to best enhance customer experience within the region

- Exercise a high level of consideration when substituting products outlined in the brief in consultation with the VM team

- Maintain merchandising and housekeeping standards across all stores in your region to reflect the brand

- Ensure all teams in your region maintain high standards of personal presentation

Operational Excellence :

- Ensure store policies and procedures are adhered to within your region

- In consultation with the National Sales Manager ensure the implementation of the Retail Operations strategic plan and key objectives

- Work with the National Sales Manager and Training Manager to follow up on conferences and workshops

- Ensure replenishment is actioned with a sense of urgency every day by all stores in your region to ensure all product is represented in a full size range

- Communicate and follow up on product issues with the planning team and supply chain with a sense of urgency

- Monitor Petty cash spent in line with Budget

- Work with the Team Members and Loss Prevention Manager to review and manage high shrinkage

- Ensure the team members are following the stock management procedures.

- Ensure organized and planned stock takes across all stores in your region in consultation with the National Sales Manager manage all new store openings and closures within your region