About the job
Reporting to: Retail Manager
Location: Doha, Qatar.
As Shop Manager, you will be responsible for the customer journey, services and operational service management within the store.
Responsible to lead, support, coach, and translating the service vision and plans into tangible actions enabling store leaders and store teas to reach and exceed their service targets.
Build, develop, and implement store service plans to maximize sales and KPIs performance.
Embody Sephora Attitude and set an example in front of the team.
Provide support to the team in difficult situations ensuring client’s satisfaction.
Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI’s.
Take over floor leadership segments and ensure the floor is always managed and covered.
Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
Use suitable tools for analyzing overall satisfaction and propose action plans to enhance the customer experience.
Inspire the team to use digital tools to deliver a customized service.
Work in partnership with the Supervisor and coach the team to offer our Beauty Services to maximize client satisfaction.
Provide support for the Area Manager in analyzing results and proposing action plans to enhance client experience.
Maintain and enforcing quality customer service and resolve customer service complaints.
Motivate and develop the team through daily coaching / observations.
Communicate and inspire the team on business strategy, vision and relevant information through animate briefings, coaching’s, and trainings.
Increase the team confidence and motivation by praise and feedback for their performance.
Identify, engage in recruiting, and develop talents and secure succession plans in collaboration with the Area Manager.
Ensure the team is attending training and follow up is done after the training is attended.
Ensure the team is using E-learning tools; daily follow up on average training frequency for each team member.
Ensure an addictive beauty experience through performing monthly assessments.
Facilitate team monthly meetings to analyze and discuss their performance.
Be responsible for the Development and improvement plans of the entire assigned team.
Oversee the annual leave of the team and liaise with the Area Manager for final validation according to business needs.
Inspire the team in achieving commercial and operational KPI’s and create improvement plans to drive them.
Reinforce sales policies and techniques established at Sephora University with all team members.
Balance and drive the sales target.
Achieve the desired market share for services.
Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.
Create disruptive internal competitions to motivate the team and boost the achievements.
Analyzing the results achieved during the shift/floor leadership segment and create action plans during the day to achieve set targets.
Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
Contribute to the store projection of an excellent image through cleanliness and product restocking.
Enforce the team to apply and follow established policies and procedures regarding store operations.
Accurately monitor stock availability
Propose podium order and track daily performance.
Drive all operational KPIs and create improvement plans for each.
Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc… and communicate to your assigned team.
Provide support to the Area Manager with knowledge of the market conditions, competition, client needs, etc.
Analyze all relevant KPIs and propose action plans for improvement.
Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
Proactively provide product recommendations and qualitative feedback based on local knowledge about the market and client needs.
Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training, and monthly trends.
Plan, implement and oversee in-store promotional events or displays.
Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
Ensure all Business reports are completed efficiently when required.
Project an exceptional image and body language in accordance with the guidelines set by Sephora.
Keep up to date on trends and products.
Inspire, mentor and coach the team.
Transfer knowledge and create a highly performing culture in the store.
Skills & Experience Requirements:
Advanced Product Knowledge.
Intermediate knowledge of health and safety procedures.
Proven successful role in managing.
Minimum 5 years experience in store management.
English – advanced level.