Job Description

Responsibilities:
Customer Focus

• Lead by example and ensure that the floor staff greet and approach customers to offer assistance
• Implement a high standard of customer focus through timely and effective resolution of customer queries in line with the company policy
• Proactively meet with customers to discuss their shopping experience and provide feedback and support to the Sales Manager in possible customer service improvement
• Monthly monitoring of mystery shopper feedback, addressing all key areas of concern
• Support customer queries/escalations

Commercial Performance

• Ensure achievement and maximization of department sales through regular monitoring of sales and department specialists
• Drive department KPIs, Average Transaction Value and Basket Size
• Maximize sales per sq. m. through effective management of sales versus space

Offer

• Ensure high retail standards are maintained through daily opening and closing checklist and implementation of necessary actions in-store in a timely manner
• Ensure 100% compliance to latest RPVM standards through effective product display in accordance with defined standards, appropriate management of damaged items and correct replenishment levels
• Ensure highest standards of health and safety are maintained in the department
• Work in closer collaboration with the Sales Manager on all products with respect to price, quality and customer feedback
• Ensure Sales and Promotions for the department is driven as per the Trading Calendar effectively with appropriate focus on sales of discontinued products
• Ensure Min/Max quantities and Furniture Matrix for all products with accurate information is maintained on the Store Inventory Management system
• Ensure 100% representation of K lines in department through close collaboration and regular feedback to the In-Store Retail Logistics Manager
• Ensure regular cycle count for the department in line with the Company guidelines
• Ensure that Shrinkage for the department is within the defined norms and agreed standards
• Ensure effective display of top sellers and slow sellers to improve sales contribution

People

• Ensure seamless induction and on boarding of new hires and provide necessary support and guidance to the new joiners
• Ensure consistent communication to the team on store and department results through daily business updates providing clear instructions to drive performance
• Drive engagement and motivation in the team through fast resolution of work related issues and grievances
• Ensure that the customer service training for the department team is duly completed
• Conduct regular product training to ensure clear understanding of features, selling skills and after sales service
• Ensure that the department team is well trained on systems usage (SIM etc.) to obtain requisite information and provide necessary assistance to customers
• Responsible for Performance Management of Sales staff through timely KPI setting, mid-year and annual performance reviews
• Provide on the job coaching to all staff in the department
• Lead and mentor the team to ensure an outstanding shopping experience for the customer

Qualifications:
Graduate degree in Business Administration with specialization in Retail Management/Sales
3-4 years of work experience of which at least 2 years should have been with heading retail sales/operations for a section in a large retail format store
About Us:
Our journey started in 1973 with a single store in Bahrain. Since then, we have grown into a global retail and hospitality group. The proud creator of 25 plus value led, own-built brands across retail, hospitality, food, and leisure.
Over the years, our UAE - based group has evolved into a comprehensive retail and hospitality entity, with over 2200 retail stores, leisure, and hospitality outlets, panning the GCC, Middle East, India, Southeast Asia, and Africa. Today, Landmark Group is one of GCC's largest omnichannel retailers and India's top home and fashion retailer.
We take immense pride in the organic growth of our retail brands, which have blossomed into household names. From Max, Splash, Babyshop, Centrepoint, Shoemart, Homecentre, Emax, Fitness First, to Funcity, to name a few, our brands span across a multitude of categories, enriching the lives of countless families over the past decade.
About the Team:
Home Centre is the largest omnichannel retailer for home furnishings in the Middle East, North Africa & the Indian sub-continent.
Home Centre offers outstanding value, quality products, and exceptional customer experience which is revealed in their new brand identity that is underpinned by their customer-first approach of enabling every home to tell its own unique story.
Established in 1995 with its first store in the UAE, today Home Centre has a wide network of over 80 stores, across the UAE, KSA, Bahrain, Egypt, Kuwait, Oman, Qatar, and India. Easy to navigate and serving as a one-stop solution for all home furnishing, the Home Centre e-commerce platform provides customers an extensive range of over 14,000 products at the tip of the fingers.

Skills Required