Retail Area Manager (Swarovski , Long Champ, S.T Dupont
Chalhoub Group
Total years of experience :18 years, 1 Months
• Ensure that shop floor employees are properly trained and coached in customer service excellence
• Assess customer service in network of stores through bi monthly SOQLE review
• Use review of SOQLE results to set improvement targets in customer service excellence
• Monitor that staff grooming and uniforms are as per standards through SOQLE
• Propose remedial action plan to Regional Sales Managers following mystery shopping results
• Monitor that approved remedial action plan is executed in stores
• Review customer complaints and incident report involving customers weekly with store manager and provide advice and coaching
• Facilitate resolution of Guest-related issues finding the best solution to satisfy Guests and preserve the interests of the Group (repairs, extra-discounts, damaged goods, exchanges, refunds, etc.)
• Send monthly report to RSM on customer complaints
• Approve temporary loans for VVIP
• Verify conformity of VIP list proposed by store networks with criteria and submit list to Regional sales manager for validation
• Monitor that identification of transactions is done
• Monitor that all transactions above average have been linked to customer names
• Set up targets by segments of key customers for store (development of average and total value of purchase, increase of product mix) to store manager and monitor performance vs. targets
• Monitor that store managers distribute these targets on customer loyalty to sales executives through their individual line targets and set targets for store managers in their own individual line targets and monitor performance vs. targets
• Review plans of contacts of customers with store managers during visits and monitor execution
• Provide feedback to Regional sales manager on the use of the database of key customers for CRM campaigns
• Set sales Targets and KPI and manage the stores performance
• Stock Rotation between branches and monitor their sales
• Managing and motivating a team to increase sales.
• Analyzing sales figures and forecasting future sales volumes to maximize profits
• Using information technology to record sales figures and for data analysis and forward planning
• Making sure to make a good order that suits the shop needs according to stock level and rotation
• Ensuring standards to deliver the best customer service are maintained to protect the brand image
• Monitoring the P&L and reviewing it with the managers to Ensure reducing the cost of the shop and
• Sending monthly feedback to the product manager and the supplier regarding the new collection and its performance
• Making performance report that shows the level of shop according to the sales and share it with the staff
• Ensure and monitor all products are price tagged and bar-coded before display
• Managing Inventory and Stock loss control
• Organizing sale preparation
• Updating staff and managers on business performance, new trends
• Managing and motivating a team to increase sales and ensure efficiency;
• Managing stock levels and making key decisions about stock control and Transfers
• Analyzing sales figures and forecasting future sales volumes to maximize profits;
• Analyzing and interpreting trends to facilitate planning;
• Using information technology to record sales figures and for data analysis and forward planning.
• Dealing with staffing issues: interviewing potential staff; conducting appraisals and performance reviews; and providing or organizing training and development;
• Ensuring standards for quality, customer service and health and safety are met to company requirements
• Responding to customer complaints and comments;
• Promoting the organization locally by liaising with local schools, newspapers and the community in general;
• Organizing special promotions, displays and events;
• Updating colleagues on business performance, new initiatives and other pertinent issues;
• Touring the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent issues.
• Monitoring sales and Budget.
• Dealing with customers’ needs and complaints
• Maintaining visual merchandising standards.
• Ordering stock, managing deliveries and stock control.
• Team motivation, development and weekly training.
• Delegate responsibilities & Task between the staff.
• Staff weekly schedule, daily staff planner and daily team talk.
• Banking cash and receipt management.
• Provides accurate feedback to brand and Operation Managers on weekly basis.
• Rolling out new initiatives.
• Managing Inventory (Stock Take) and Stock loss control
• Manage and rotate seasonal stock
• Maximize department sales and productivity in line with shop targets
• Monitor key data reports on space management, sales and stock movement against last year, last week and on a daily and weekly basis and communicate to staff
• Ensure and monitor all stock is laid out and displayed according to standard layout norms (product placement, signage, neat and well folded, arranged in order from smallest to largest, hanged items must be steamed, brand wise, size wise etc.)
• Ensure and monitor all products are price tagged and bar-coded before display
• Ensure and monitor all stock transactions are recorded on the system in time, accurately
• Ensure and monitor awareness and vigilance at all times of security in the store of company asset, customer property and company good without any negligence
• Ensure the highest standards of housekeeping, health standards are maintained in store at all times
• Optimize floor space based on merchandise availability, storylines and product sell -off
• Inspect merchandise for quality control and report any defects
• Ensure on-time completion of random pricing checks on products
• Monitor and implement sales promotion and event in the stores
• Achieving sales plan.
• Ensuring correct space participation and layout.
• Monitoring store standards and visual merchandising.
• Analyzing and react to department trends.
• Monitoring stock and replenishment processes.
• Communicating trading issues to the business.
worked as sales person in the first branch of mango in egypt......