JOB DESCRIPTION
JOB TITLE: Concession Manager
REPORTING TO: Senior Store Manager
RESPONSIBLE FOR: The day to day running of our Heal's Concession within Fenwick York. This role will suite someone looking for their first step into retail management, or someone looking for a more varied and interesting role.
The following statements are intended to describe the general nature and level of work being performed. They are not
an exhaustive list of all responsibilities and duties of a Concession Supervisor.
OVERALL OBJECTIVE
As a Concession Supervisor you are the face of Heal’s and are responsible for controlling the planning, organisation, motivation and training of team members in order to attain exceptional standards of merchandising, stock control, administration, security and customer service, as delegated. Creating an inviting atmosphere and helping bring the Heal’s brand to life, you should aim to educate, inspire and excite our customers through your sales team.
KEY PERFORMANCE INDICATORS (KPIs)
Sales vs. budget
Data capture – 30% target
Stock management – improvement on stock integrity YR to YR
Sickness/absence history
Timekeeping
Store Metrics: Footfall, ATV, Conversion
KEY RESPONSIBILITIES
People
To achieve the store’s sales targets and ensure the success of the store by:
Recruiting and selecting new team members in line with Company Procedures and ensuring adequate staffing levels are maintained
Organising, directing and deploying team members to achieve maximum productivity, ensuring they are aware of and are carrying out their duties to a high standard
Store rota, breaks, rota days and holidays to give optimum staff coverage
Building and maintaining morale within the department using motivation techniques
Establishing and maintaining standards and discipline within the department and taking action when necessary
Conducting end of probation consolations with new team members and annual appraisals with all department members promptly and in line with Company guidelines
Training and developing team members within the department, ensuring they are adhering to their training programmes and are trained to carry out their duties. Indentifying individuals’ development needs and making sure action plans are agreed and ongoing development are encouraged and monitored. Carrying out team training sessions, as required
Ensuring good communications and feed-back, communicating information received to the relevant team members / management promptly
Service
To guarantee that excellent customer service is demonstrated at all times by:
Assisting to implement the business strategy for improving customer service. Ensuring team members are fully aware of and comply with the customer service standards
Ensuring your team actively inform customers of our customer feedback service, Feefo.
Instilling and driving a culture of exceptional customer service, constantly pushing the boundaries to enhance sales and service performance
Promoting and monitoring quality service within areas of responsibility through guest shopper reports and training
Empowering all employees to do everything necessary to satisfy the customer within given parameters and referring any customer problems to a member of management, if necessary
Directing customers throughout the store or to the specific area the customer requests at all times, even when going on breaks, being sure to personally walk customers to desired location.
Meeting and complying with customer care and service standards as a minimum requirement, including maintaining telephone standards
Following up promptly on any sales leads, keeping customer well informed along the way
Ensuring interest free credit agreements are completed as per Company procedures
Aiming to achieve 85%+ Mystery shopper results
Handling multiple customers effectively
Understanding and properly executing all systems and POS guidelines to ensure quick sales transactions
Ensuring delivery process runs smoothly and escalating any issues to management, as required
Providing an after sales service for customers ordering goods by monitoring orders and keeping customer informed as to the order status
Effectively managing customer complaints within the parameters of the Heal’s compensation guidelines
Creating a culture of exceptional customer service at all times in all situations
Sales and Merchandise
To ensure that all sales opportunities are maximised and merchandise is both accounted for and highlighted to customers by:
Achieving personal and concession sales targets and reporting the performance of the concession to the Retail
Manager at the end of each week. When sales targets have not been achieved to investigate why and plan a course of action to remedy, discussing with the Sales Manager / Store Manager
Being aware of concession sales budgets and performance, as well as obtaining sales results and communicating them to team on a daily basis
Demonstrating a general awareness of the department’s merchandise range and the features and benefits of all product lines. Making use of sources of product information and maintaining a good general knowledge of the department’s merchandise range
Encouraging team to refer appropriate customers to Interior Planning Service (IPS)
Retrieving at least 40% of customer details through data capture with the aim to communicate marketing offers and events
Ensuring that retail standards are maintained. Monitoring retail standards i.e. layout, stock levels, signage, etc on a daily basis and ensuring standards are maintained within the department
Assisting with the visual merchandising of the department. Understanding and adhering to the general rules regarding visual merchandising and product handling
Ensuring that price changes are actioned. Correcting promptly the ticketing and graphics as per the merchandise bulletin
Reporting all stock overages/shortages and advising the TCR Hub when this occurs
Reporting merchandise defects to TCR Hub
Organising Company promotions in line with store management and TCR Hub instructions to the Retail
Manager’s satisfaction, guaranteeing merchandise is correctly displayed and adequately stocked
Monitoring and reporting the sales performance of promoted products. Producing a weekly analysis of sales of promoted products and submitting it to the Sales Manager / Store Manager
Administration
To carry out all Company administration, accounting and credit procedures within the department:
Ensuring the concession is effectively run and department administration is completed accurately and by the due date
Organising the preparation and display of appropriate signage and price tickets in line with Company
Procedures and adhering to legal requirements
Completing all relevant personnel paperwork as and when required. When personnel paperwork is completed promptly in line with Company Procedures and sent to the Personnel department
Assisting with the organisation and planning of concession stocktake according to Company procedures and to the satisfaction of the TCR Hub representatives or Auditors
Attending and contributing positively to meetings as and when required
Cash & Security
To ensure cash and security procedures are kept in line with the Company’s expectations by:
Being, and ensuring staff, are fully conversant with, basic till operations and accepting methods of payment in line with Company guidelines
Carrying out management till functions as and when required in line with Company guidelines
Being, and ensuring team members are alert at all times to the security of cash, stock and merchandise
Demonstrating awareness of the importance of security of cash, merchandise and stock and following all security procedures
Personally carrying out, and ensuring team carry out, all Company guidelines relating to shrinkage control.
Ensuring team members are made aware of Company guidelines for the safe custody and handling of stock, and the procedures for when damages and breakages are recorded
Assisting with the apprehension of shop thieves, if required and strictly maintaining they are apprehended in accordance with Company guidelines
Authorising and inspecting all staff purchases and accurately completing all relevant paperwork
Assisting with staff searches as and when required and in line with Company guidelines
Personal Contribution
Embodying a Heal’s model team member by:
Being motivated and showing initiative; carrying out tasks willingly and without prompting from management
Communicating relevant information verbally and / or in writing to customers and colleagues in a clear, complete and appropriate manner, as and when required
Establishing and maintaining effective working relationships with staff, colleagues and senior management to achieve department and company objectives
Developing product knowledge, knowledge of competitors, product developments and market trends
Adhering to Company dress code ensuring a professional image is presented by being well groomed and smart in appearance
Maintaining excellent attendance and time keeping standards
Following emergency procedures and adhering to the Heal’s Health and Safety regulations
Undertaking any other reasonable duties as requested
Always looking to exceed customer expectations
COMPANY BENEFITS
50% staff discount
Commission scheme enabling you to share in our success
Sickness benefit and Pension scheme
25 days paid holiday
Career Progression
Working for a British heritage company that has been around for over 200 years
Job Type: Full-time
Pay: From £27,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Sick pay
Work Location: In person
