Assistant manager
IKEA
Total years of experience :4 years, 6 Months
Assistant manager (store supervisor)
IKEA
Abu Dhabi, UAE
Currently employed (for 7years) starting 01/01/2007
Job description:
Ensuring that service levels and customer satisfaction are maintained to the highest standards
Manage the day to day operation of the market hall and furniture area.
Lead a team of 20+ staff to provide customers with a positive shopping experience
Ensure achievement of Markethall and furniture area sales goals and profit levels by fulfilling commercial and service objectives.
Maintain appropriate furniture stock level in the self serve area as per set benchmark
Develop efficient working relationship with the store commercial group for smoother implementation of activities throughout the year.
Monitor staff productivities and ensure operational efficiency is achieved in the self service furniture area.
Securing a safe environment for both customers and co-workers
Selecting of competent staff and ensuring an effective training and development programs for the co-workers
Developing, implementing and controlling all KPIs related to home delivery
Liaising efficient opening/closure of the store
Dealing with customer guidance and complaints and supervising all operating departments in conjunction with the rest of the store management team
Commercial
• Ensure that the store is in shape as new and has a strong commercial basics level in the Home furnishing business (HFB) during all opening hours
• Together with the Com & In Manager you secure that the IKEA store provides a commercial range presentation in the home furnishing business and that customers perceive IKEA as a competent home furnishing specialist
• To focus on Commercial awareness by using and implementing the Commercial Strategy lay out on the sales floor involving the commercial group
• Ensuring that the store has a positive and supportive work environment and the staff is suitably recruited, Together with sales and com&In, I plan for an efficient phasing out and in process, to secure range vitality for our customers at lowest possible cost.
• trained and motivated to perform their jobs effectively
• Ensuring the proper in-store stock control through liaising with the Buying department in order to meet the demands and requirements of the business and customers
Merchandising
• Together with the Logistics department you ensure that sales forecasts of all products in your HFB are adapted to the sales pattern so that the ordering process of goods leads to a healthy stock situation
• Maintaining the store display to a high standard and ensuring that all promotions are fully supported
• You phase in and out range continuously during the year
• You secure that all products in your HFB are displayed according to the merchandising basics (clean, available on picking location, priced and well maintained) during all opening hours
Customer Service
• Ensuring that brand integrity is maintained throughout the store and high standards of customer service are achieved at all times
• To achieve the customer satisfaction goals set by the furniture Sales Manager for your area (measured by IKEA Brand Capital and CSI)
• Ensure that Markethall area is properly staffed with trained and qualified co workers during all opening hours
People Management and development
• To manage the selection, training and development programs for new co-workers
• Through weekly / monthly / quarterly meetings with the management team, reviewing the results and making decision on corrective action
• To participate in the recruitment and selection of the sales co-workers when vacancies arise
• To ensure working methods, basic action routines and range information are understood and carried out in order to achieve objectives
• Motivating the sales staff towards achievement of work objectives. Support the team to achieve their objectives by ensuring they understand the company business plan and objectives.
• Be Train the Trainer for the department and ensure all the co-workers in the department are trained in Product Knowledge, customer service training, Concept training, H&S trainings
• Act as Payroll administrator and be a super user for the Staff Management System and generate the schedules using the system. Monitor attendance of the sales co-workers and monitor sickness and other absences levels.
• Provide the Markethall Sales Manager with feedback and their recommendations during the Probationary period reviews and annually reviews for the staff in the customer service department.
• I am committed to the development of my team. Together we develop their individual personal development plans to reflect their business and personal development needs. I support them in achieving these goals. I use commercial review as an audit and learning & development tool to achieve this.
Department manager
Home Center L C
Abu Dhabi, UAE
(For 2 years) from 07th of jan2005 to 04th of jan2007
* Supervised the team which opened Mall of the Emirates branch and Sahara Mall branch.
* I fulfill the customer promises created by the communication & selling processes by actively working to secure and maintain the availability of goods through the minimization of non-central shortages and the monitoring of central shortages. I raise the awareness of the commercial team to availability issues and work with them to take actions which minimize the impact on our customers..
* Managed cash reports and submitted Sale analysis reports on time
* Provided excellent customer service and displayed thorough product knowledge on furniture styles, specifications and design consultations.
* Recommended store layout and stock positioning and maintains highest possible standards of in-store visual impact.
* Coordinated with Logistics Department, Customer Service and Imports Department on how to increase sales promote company growth and improve showroom visual standards.
* Established reputation for excellent customer service at all times by meeting the customer expectations, providing total shopping satisfaction and delivering on all commitments as a Senior Sales Executive.
* Ensuring that service levels and customer satisfaction are maintained to the highest standards
* Organizing safe and efficient operations of the store
* Monitoring that timely delivery and assembly are provided to the customers
* Handling efficiently customers complaints, refunds and good's exchange, or any major incidents
* Analyzing statistics or other data to determine the level of customer service Home centre is providing
* Developing feedback or complaints procedures for customers to use
* Ensuring that customer service procedures, policies and standards are followed by all co-workers
* Regularly meeting with managers team to discuss possible improvements to customer service
* Being involved in staff recruitment and appraisals
* Training co-workers to deliver a high standard of customer service
* Leading and developing a team of customer service co-workers
* Continuously improving knowledge about home centre products and services and keeping up to date with changes
* Managing budgets as set by the store manager for all the departments in your function
* Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses
Assistant Store Manager (ADIDAS sport)
City Damascus- Syria
3 years from15th Jul 2002 to 10 Dec 2005 |
Job Description: • Supporting the Store Manager by participating in the process of monthly forecasting by receiving inputs relating to product/ range from various departments
• Working closely with the Operations Manager and Department Managers in ensuring smooth store operation by ensuring all standards relating to merchandising are implemented and followed to maintain brand integrity
• Supporting all marketing and promotional measures by ensuring that suitable changes and modifications in merchandising is approved by Store Manager
• Responsible for high standards of customer service standards in all areas of operations, by ensuring that all store staff have complete knowledge about their functional areas so as to perform their jobs effectively
• In consultation with the Department Managers, responsible for minimizing over stock or stock out situation by ensuring the maintenance of optimal levels of stock and minimizing inventory of ageing stock
• Supporting the HR Manager by participating in the recruitment process to ensure the right caliber of people are recruited
• Supporting the process of developing the store by proactively updating knowledge about advances in Hardware/ Lifestyle business locally, within the region and within the international market