Team Leader - Furniture / Household

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
 

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