Team Lead

JOB OVERVIEW
An innovative brand in the retail and fashion accessories industry is seeking a dynamic, proactive individual to support its nationwide retail operations and drive business growth. This role involves the management of all aspects of day-to-day store operations to ensure that customer and business expectations are met and exceeded within the business strategy. You are also responsible for creating brand visibility and managing the same by creating a lasting impression on the Customer, managing store performance, supporting the Business Development Manager, and ensuring operational excellence across all retail branches. The ideal candidate is detail-oriented, energetic, and passionate about delivering exceptional customer experiences while contributing to strategic expansion initiatives.
Reports to: Business Manager
Direct reports: Senior Sales Associates, Sales Associates, and Sales Trainees
RESPONSIBILITIES

• Ensure the outlet is opened for business operations as scheduled daily
  
• Maintain outlet ambience in line with best practices for cleanliness, arrangement, music and other requirements.
  
• Induction and training of new associates on policies, procedures, products, and services
  
• Train and develop team member capabilities for effective service delivery in line with customer, company, and brand expectations
  
• Daily banking operations in line with cash management policies and procedures
  
• Develop a local sales strategy in line with global strategy and techniques to enrich the customer’s experience
  
• Recommend sales strategy in line with local customer behavior and/or trends to ensure that all set sales targets are met
  
• Monitor delivered merchandise, ensure stock taken is accurate, and maintain reorder levels in line with trends and customer preferences
  
• Recording daily transactions, daily stock, and financial bank reconciliation
  
• Inventory & Promotions: Keep accurate records of store goods, sales figures, requests, discounts and markdowns
  
• Preparing daily, weekly, and monthly reports. May have to submit other unscheduled reports
  
• Build, manage, and maintain customer database for CRM purposes
  
• Keep customers abreast of store products, discounts, promotions, and services
  
• Manage store expenses, avoid waste of company resources, and be alert for security breaches like customer theft
  
• Ensure adherence to the company’s operational policies and procedures
  
• Ensure the effective, efficient, and prompt delivery of service to internal & external customers
  
• Effectively manage own team to ensure store/outlet sales targets are met
  
• Support external consultants/vendors on all store/outlet exercises e.g., stock takes, appraisals, store fit-out, repairs, etc.
  
• Identify brand-building areas and execute the same
  
• Ensure uniformity and consistency of brands in-store
  
• Travel from time to time to other BRANDS-WA stores
  
• Ensure staff maintain a professional working environment at all times
  
• Other duties as assigned by management
  

Requirements

• First degree or equivalent education
  
• Minimum 5 years post National Service experience with at least 2 years in a supervisory or managerial position
  
• Training in Customer Service, Financial Management will be an advantage
  
• Retail training will be an advantage
  
• Excellent communication skills
  
• Service-oriented, organized, and pays attention to detail
  
• A proactive Team player
  
• Inventory management or willingness to learn
  
• Accounting skills and/or willingness to learn
  
• Smart personal appearance
  
• IT Competence
  
• Excellent telemarketing skills
  
• Excellent oral and written communication skills
  
• Good interpersonal skills
  
• Enthusiastic, Adaptable and flexible
  
• Willing to take on additional responsibility
  
• Comfortable with Information Technology
  
• Proficient in MS Word & Excel. Access will be an advantage
  
• A passion for premium brands
  

KEY PERFORMANCE INDICATORS

• Ability to develop specific sales strategy for own store
  
• Corporate sales
  
• Balanced stocks on a monthly basis
  
• Level of knowledge of team members on store products and business activities
  
• 100% Increase in store profitability
  
• Feedback from leadership survey
  
• Feedback from customer satisfaction survey
  
• 50% growth of customer base
  
• Generate income from after sales based on target given monthly.
  
• Generate income from direct sales based on target given monthly.
  
• Follow up on existing customers for repeat business.
  
• Maintenance of store ambience – cleanliness of store and fixtures, Visual Merchandising displays,
  
• etc.
  
• Maintenance of store – environment, computer parts, electrical and mechanical equipment.
  
• Increase learning and build confidence.
  
• Excellent customer service.
  
• Reduce operational cost.
  
• Exceptions raised on:
  o Store security
  o Stock level
  o Customer service delivery
  o Representation of sales figures
  o Reports prepared
  o Store presentation
  

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