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02. Deputy Floor Manager
- 1. RE – HR – OD ABC/JD/©Copyright 2009/v1 Job Description Deputy Floor Manager Function N/A Department Sales Administration Division Operations Location ABC Department Stores Reporting to Floor Manager Position (s) Supervised Sales Associates Date Reviewed 10/09/2013 Job Scope The Deputy Floor Manager reports to the Floor Manager and assists in running the daily floor activities from administrative duties, customer service to performance supervision. He/she is responsible to drive sales and monitor the team performance (ABC and tenants’ employees) towards best results and growth Main Duties and Responsibilities Technical and Reporting – 20% • Prepare the Salesforce schedules effectively to meet service requirements; • Monitor the gradual achievements of sales targets throughout the month and report progress accordingly; • Support the preparation of various reporting tools, assist in the analysis of findings and recommend improvements when needed (sell thru, brand and product analysis, footfall…); • Follow up on inventory control, maintain random spot checks and stock counts and oversee delivery; • Ensure proper display and visual merchandising standards at all times; • Coordinate with the Operational team on a daily checklist to ensure maintenance and floor standard are met at all times; • Supervise the cleaners and assure the timely and accurate completion of tasks as per checklist and agreed standards; • Handle POS transactions from returns, refunds, discounts, etc. and investigate daily discrepancies and employee purchases; • Weekly monitoring for the Gift card display on cash desks & availability of all denominations on all levels & send a weekly status feedback to Events & Digital Media Manager; • Follow up CCM stock management and send weekly feedback to senior Marketing officer; • Ensure that ABC and tenants’ employees abide by set policies, procedures and ABC standards particularly in terms of grooming and presentation; • Report and attend to all tenants’ requests to ensure their satisfaction according to ABC standards; • Facilitate events on the operational level and conduct necessary follow ups; • Ensure the implementation of audit processes and policies. Selling and Service Leadership – 70% • Maintain a strong floor presence to drive selling efforts, model service behaviors and ensure consistent adherence to the service standards; • Promote customer service excellence and exceeds customers’ expectations; • Actively seeks inputs from customers, raise complaints to Floor Manager or efficiently address them when needed to reinforce service standards; • Maintain focus on driving sales and delivering on floor goals Mentoring and Development – 10% • Assist in the recruitment of a strong team, when requested, that demonstrates
- 2. RE – HR – OD ABC/JD/©Copyright 2009/v1 consistent sales focus and sales oriented behaviors; • Provide team coaching in coordination with the Floor Manager to ensure continuous improvements and suggest motivational tools to reward effective performances; • Partner with the Floor Manager and the team to develop departmental objectives motivating the achievement of sales targets and driving volume growth; • Assess team members in the presence of the Floor Manager and the Assistant Floor Manager, identify training needs and facilitate the delivery with the Training department; • Monitor performance on floor and provide on-the-job trainings and coaching related to brandproduct knowledge, trends, updates, selling techniques, etc.; • Cross train the team to ensure agility and cross functional capabilities. Key Relationships Internal Floor Manager, Assistant Floor Manager, Warehouse, Marketing, Buyers, CVI, HR and other employees from various ABC Departments External Internal and external customers. Position Requirements Education Bachelor’s Degree in Business Administration or equivalent; Fashion related studies are a plus Required Certificates N/A Experience Minimum 5 years of experience in Retail operations out of which 2 spent in a supervisory position Competencies Understanding the business The ability to know what it takes to be successful in the Retail industry and to have a thorough knowledge of the industry's history of this organization's history, customers and competitive environment. Communicate with impact The ability to convey information clearly and concisely to groups or individuals either verbally or in writing to ensure that the audience understands the information and the message. Ability to listen and respond appropriately to others. Innovation The ability to think "outside the box" to generate novel ideas and approaches or new or improved solutions. Support Change The ability to welcome change and consider it as a positive opportunity. Demonstrates flexibility and effectiveness in difficult and stressful situations. Customer Focus Ability to develop and maintain strong relationships with customers and delivering high quality services which meet their needs. Develop Self Seeks to improve required knowledge, skills and abilities through individual efforts, soliciting feedback on performance and focusing on areas for improvement. Mature Confidence The ability to project assertiveness and self assurance and not feeling threatened by others. Shows maturity and controls emotions.
- 3. RE – HR – OD ABC/JD/©Copyright 2009/v1 Accountability The ability to hold self and others accountable for measurable high-quality, timely and cost- effective results; accepts responsibility for mistakes and complies with the ABC Policies and Procedures. Drive for Results The ability to set high standards of performance to pursue aggressive goals and persists in the face of obstacles. Team Work The ability to cooperate with others to accomplish common goals. Works with employees within and across his/her department and values the contribution of others. Job Knowledge & Technical Skills The ability to possess a designated level of technical skills and knowledge as per the job description and to keep up with current developments and trends in areas of expertise. Supervise People Ability to effectively supervise and guide team efforts. Includes providing appropriate level of feedback concerning team progress. Problem Solving & Decision Making The ability to identify problems, determine possible solutions, and actively work to resolve the issues. The ability to make decisions that take into account implications and long-term impact; makes timely decision; chooses the best alternative based on consideration of pros, cons, timing and available resources. Attract & Retain Talent The ability to attract high caliber people and retain talent. Additional Requirements Employee Signature Line Manager Signature Human Resources Signature This job description reflects the present requirements of the position. As duties and responsibilities change the job description will be reviewed and subject to amendments in consultation by the management.