Store Operations Manager

Overview

Client Experience

• Provide support to the team in difficult situations ensuring client s satisfaction.
• Provide extensive coaching and training to assist the team in meeting all 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.
• Inspire the team to use digital tools to deliver a customized service.
• Maintain and enforcing quality customer service and resolving customer service complaints.
• Ensure stock levels and merchandising are accurate and consistent to avoid an OOS situation for the customer.

Sales

• Inspire the team in achieving operational KPI s and educate them on how operational KPIs will contribute towards commercial KPIs - create improvement plans to drive them.
• Reinforce sales policies and techniques established at the Sephora University with all team members.
• Ensure adequate stock to drive the sales target among selective, exclusive and Sephora Collection.
• Ensure adequate beauty tools to 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.

Operations

• Apply the policies and procedures referring to products, testers, prices, merchandising, other partners (shareholders, helpers, security), etc. according to Sephora standards.
• Contribute to the shop s projection of an excellent image through cleanliness and product restocking.
• Together with Customer Experience Manager and Store Director, encourage the team to apply and follow established policies and procedures regarding store operations.
• Elevate Cash Leaders to implement Sephora Attitude while making sure that operational tasks are aligned such as SBP, Mobile POS, Gift Wrapping, and engraving.
• Ensuring the BTG area is always kept well and merchandised as per Sephora standards.
• Implementing all the tools at POS.
• Adhere to Return items policy in accordance with audit procedure.
• PLVs and supply for the cash counter must be maintained weekly.
• Coordinate the excess stock to Supply Chain team.
• Cash operations should be executed as per Sephorapedia, while making sure that closing/opening procedures are in place and that discrepancies are reported.
• Ensure that cameras, cash detector, security tag, and sensormatic machines are working in all areas.
• Comply with company audit procedure.
• Shop floor, storage room, and shared drive all must be maintained as per Sephorapedia and BOM guidelines.
• Control and achieve stock variance tolerance.
• Daily/weekly/monthly/ and animation/maintenance checklists are maintained.
• Oversee Supplier invoices documentation.
• Inventory control reports maintenance on a weekly/monthly basis.
• All legal documentations must be available in store for random checks.
• Organizing all the physical documents related to cash audit counting 6 months.
• Coordinate with Category Managers and Supply Chain team to ensure stock levels are controlled.
• Inventory and stock management procedures must be maintained accurately.
• Manage a defined process in the storeroom for all returns/credits/transfers in accordance with Sephorapedia and audit guidelines.
• Maintain the storeroom and the allocation of space for stock as per the BOM.
• Liaise with Supply Chain to follow up on stock and deadlines whenever required.
• Maintain weekly report on negative stock counts.
• Ensure that core operations on SIM are organized as per business requirements and supplier invoices.

People

• Inspire the team on business strategy, vision and relevant information through animate briefings, coaching and training.
• Increase the team confidence and motivation by praise and feedback for their performance. appreciate, recognize and celebrate each success.
• Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the Store Director.
• Ensure the team is attending training and follow-up is done after the training is attended.
• Ensure the team is using Axonify as E-learning tool; 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 PCR and PIP process of the entire assigned team.
• Oversee the annual leave of the team and liaise with the Store Director for final validation according to business needs.
• Train existing and new team members on emergency situations (evacuation/safety).

Business

• Provide support to the Store Director with knowledge of the market conditions, competition, client need, etc.
• Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
• Put in place action plans to boost business and maximize product performance, leveraging stock management knowledge.
• Ensure Security, Cleaning team, and Contractors are aligned with Sephora guidelines.
• Maintain a safe working environment for clients and team members.
• Identify and analyze Key Performance Indicators such as Conversion rate, Average Basket, Market Share, etc. and propose action plans accordingly.
• Contribute to all relevant business reports.
• Network with other stores and head office departments and take on area responsibilities.

Store Operations

• Ensure the maintenance of store, common areas and stock is as per Sephora requirement.
• Ensure that the store is checked regularly and if any maintenance needed, reaction is prompt and effective.
• All window installations, podiums, pop ups and animation permits must be requested and installed on time, while meeting the requirements set.
• Beauty Hub screens and visuals must be updated as per Marketing team requirements.
• Maintain a good relationship with all external contractor and counterparts.
• Organizing the back office as per new BOM guidelines.