MANAGER – Retail Audit & Customer Service Management
CENTREPOINT, LANDMARK GROUP, DUBAI.
مجموع سنوات الخبرة :26 years, 2 أشهر
Current Location: Centrepoint Head Office, Jabelali, Dubai.
Reports to: Head of Centrepoint.
Supervises: All Centrepoint stores /malls management in U.A.E.
Job Profile:
• Visit stores and identify areas for improvement ensuring retail best practice initiatives are in place
• To complete Risk Audit visit report and Service visit report for each Centrepoint Mall/ Store in U.A.E and submit to Operations Head with recommendations.
• Visit the warehouse regularly and review supply chain activity to ensure stock flow into stores is managed efficiently.
• To act on all issues brought to my attention by the Mall team relating to Risk and Services in an effective and supportive manner.
• To drive the motivational levels of Mall Managers and staff in a positive direction by means of incentivizing initiatives.
• To attend regular meetings with Mall and Concept Managers to discuss all matters including known theft, customer service, concept needs for the coming month and any other relevant matters.
• Maintain appropriate Loss Prevention procedures to limit all elements of shrinkage (resulting from theft, fraud, wastage, damage and process failure) within agreed scales
• Conduct stock loss awareness trainings for stores.
• To be pro-active in making recommendations as to where shrinkage controls and service delivery can be improved.
• To take responsibility for staff efficiencies and shrinkage controls.
• Contribute to the evaluation and effectiveness of surveillance systems, security equipment and service providers.
• To evaluate cashier efficiency by means of assessment and controlling excess and shortages.
• To ensure that each Mall / Store strictly follows the Standard Operating Procedures.
• To make / revise SOP of Centrepoint whenever required.
• Randomly check the petty cash and safe float cash for accuracy of accounting and possible fraud.
• Enforce company policy on key controls of store and safe.
• To exercise cost control in all aspects of the job and make recommendations to Cp Operations where saving can be done.
• To deal with all customer complaints. All customer complaints to be closed within 48hrs.
• On a weekly basis to evaluate all relevant customer feedback and share the information with concepts (shoemart, babyshop, lifestyle and splash) in an organized and structured manner.
• To check all files on all legal documents pertaining to the mall such as signage licenses, municipality licenses, sale approvals etc
Centrepoint Malls / Stores handled:
1. Centrepoint Mall in trade centre road, Burdubai.\[2007 March till 2007 December\].
2. Centrepoint store in Oasis Centre, Dubai.\[2007 December till 2008 June\].
3. Centrepoint store in Mall Of Emirates.\[2008 June till 2010 June\].
Job Profile:
Customer Focus:
• Implementing high standards of customer focus within store.
• Create seamless customer service orientation among store employees by ensuring timely and efficient customer service.
• Ensure regular training of store staff on all aspects of customer service, product knowledge and selling skills.
• To ensure proper resource planning for customer service.
• To ensure that all customer complaints / queries are resolved in a timely manner.
• Assess mystery shopping feedbacks and prepare action plan for improvement.
Sales focus and Commercial Relationship:
• Achieve sales targets for store and seek ways to exceed these targets.
• Achieve target productivity metric (per sqft) for the store.
• Interpret and act on operational profit and sales reports generated through finance and focus on improving under-performing areas.
• Monitor and continuously seek to understand commercial environment, local trading patterns, competitor activity and market trends in the retail sector and their impact on store.
Operational Standards:
• Over see and monitor all point of sales activities in store which includes- sales transactions, tracking customer orders and payments, providing service, handling returns and refunds, gathering consumer data for feedback.
• To ensure that the store is in compliance with the company policies.
• Oversee cash transaction entry and management (petty cash, pos cash elements and change floats).
• Regularly audit own store administration and resolve issues.
• Maintain window and in- store displays to a high standards in line with merchandising guidelines.
• Monitor and control store expenses through efficient store operations.
• Comply with company cash and admin SOP’s.
• Ensure that store operates within the set budgets.
People Management:
• To ensure store expectations and priorities are communicated to staff.
• Review and provide regular feedback on staff performance against expectations.
• To carry out regular and relevant in store trainings.
• Monitor staff welfare and facilitate complaint resolution.
• To ensure effective resource and equal opportunity succession planning.
• Managing the staff and merchandise of the “Flag Ship” Store in Dubai.(Mall of emirates).
• To monitor and impliment“THEME” Oriented In store display and Visual Merchandising.
• Championing Customer Service of Highest Standard and ensuring it is always a Priority.
• Overseeing store operations and implementing commercial systems to ensure effective management control of stock / inventory.
• Leading, motivating, enthusing, guiding and developing a team of people to allow them to realize their potential
• To anticipate problems, for see obstacles and conceive solutions way before those are clearly visible.
• To conceptualize and develop an ongoing promotion / demand generation activities.
• Strategizing and preparing stores for events like sale, promotions etc.
• Ensure that all new recruits understand their job and settle down well within the company through the Asst.Store Managers.
• Assist Asst. Managers in Grievance Handling and disciplinary actions within Showroom affairs.
• Liaise with contractors, vendors and local suppliers and negotiate to get the best deal on board during store renovations, opening of new stores or for any maintenance of store.
Key Job Deliverables / Accountabilities
• Ensure store expectations and priorities are communicated to staff and regularly review and provide feedback on staff’s performance against expectations
• Implement and maintain a relevant induction programme in line with the company policy
• Deal with staff discipline, performance and grievances in accordance with the company policy
• Monitor sales performance against last year, last week and budget on a daily weekly basis and to give feedback to managers and also to communicate to staff
• Ensure seasonal peaks, troughs and important trading/promotional events are taken in to account off when preparing forecasts and staff roasters
• To ensure continuous staff training and development is taking place within the store and the implementation of Company driven training programs