Store Manager (Gateway), Durban

Boutique Store Manager– Chanel

Position

: Boutique Store Manager

Department

: Sales

Reporting to

: RDM

The Prestige Cosmetics Group is one of the subsidiaries of CAVI Brands and is one of the leading distributors of luxury fine fragrance, cosmetics, and specialised skincare in Southern Africa. Some of the luxurious brands include Chanel, Bvlgari, La Prairie, and Dolce&Gabbana to name a few. The Prestige Cosmetics Group epitomizes luxury, dynamism, sophistication, and excellence and is offering an exciting opportunity for a driven and ambitious individual to join the team.

Purpose of the Role

The purpose of the role is to

ensure the store's profitability through focusing on the business drivers: customer service, generation of turnover, operating expenses and losses, implementation of brand and company standards, establishment and maintenance of effective people and process management practices, and building and maintaining brand image and awareness.

KEY RESPONSIBILITIES

CUSTOMER SERVICE DELIVERY

Implement the Chanel customer service strategy and processes with attention to proactive issue resolution and a luxury customer experience.

Ensure correct implementation of store layout, merchandising, signage, and visual displays according to brand standards.

Manage and maintain the stock pipeline to ensure that stock is displayed on the sales floor in accordance with the brand guidelines.

Ensure correct and timely implementation of store promotions, events, and other brand communications, in accordance with brand standards.

Ensure appropriate staffing levels to support customer service requirements.

Monitor monthly performance axes split/slow lines and determine suitable actions to address problems.

Drive IPT to a target of 2.5.

Drive brand incentives to achieve sales targets.

MERCHANDISE MANAGEMENT

Conduct weekly analysis and interpretation of all stock management reports to manage the store's performance.

Communicate with Line Manager on stock issues such as out-of-stocks and overstocks.

Ensure data integrity through effective stock control and adherence to SOP.

Identify and plan stock and tester needs for the month, ensuring timely orders and follow-up on receipt.

Identify and plan supplies and tools for the month, ensuring all are available to serve clients.

Maintain knowledge of stock versus tester ratio to ensure testers are used efficiently.

Identify maintenance issues and snags, report to Visual Manager, and follow up on resolutions.

PEOPLE MANAGEMENT

Assist in recruiting new team members.

Induct new staff members.

Manage the performance of self and all direct reports, providing regular feedback, coaching, and mentoring.

Develop and implement Individual Development Plans (IDPs) for all team members.

Identify training needs and communicate them to the Training Manager.

Attend training sessions and ensure application of new skills.

Foster an open, motivated, and harmonious work environment.

Manage daily team issues such as absenteeism, leave, and timekeeping.

Conduct weekly team meetings and EMTs, maintain records, and monitor impact.

Review job performance quarterly and annually, maintaining records and implementing performance processes.

Conduct monthly one-on-one meetings with sales team to address performance issues.

BUSINESS PERFORMANCE

Analyze budgets and projections, and plan to meet/exceed sales targets and optimize expenses.

Set daily targets per person and monitor progress.

Manage expenses to increase profitability.

Ensure store stock loss results are within norms, with an effective stock loss action plan.

Ensure compliance with OHASA requirements.

MARKET INTELLIGENCE

Conduct environmental scans of competitors and socio-economic factors to inform business plans.

Ensure promotional and event directives are executed according to brand guidelines.

Deliver merchandise and services aligned with brand standards and customer trends.

STAKEHOLDER MANAGEMENT

Uphold and reinforce client experience standards.

Build relationships with management levels.

Oversee CRM management to retain customers and maintain contact with VIP clients.

Manage communication to customers for recruitment and retention.

Increase the customer database, attracting new customers.

Handle in-store customer complaints or concerns and provide feedback within 24 hours.

ADMINISTRATION

Maintain sales tracking sheets and competitor reports.

Analyze sales and competitor data for trends and opportunities.

Plan store schedules, manage leave applications, and submit claims for overtime and holidays.

Submit weekly store checklists and event reports with photographs.

COMPETENCIES

Deciding and Initiating Action

Leading and Supervising

Working with People

Relating&Networking

Adhering to Principles and Values

Persuading and Influencing

Planning and Organising

Delivering Results&Meeting Customer Expectations

Coping with Pressure and Setbacks

REQUIREMENTS/QUALIFICATIONS Matric certificate

At least 3 years retail and cosmetics store management experience

Must have Store Manager experience

Certificate in Beauty/Make-Up is advantageous

Working knowledge of MS Word, PowerPoint, and Excel

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