Address
Form of workJob Description
A bit about the role
As a Department Manager you will be the driving force behind your business, customer and team results. You will deliver an extraordinary customer experience whist meeting sales, service and profit targets. Facilitating teamwork, providing guidance and nurturing your team is at the heart of what you do, driving them to succeed, develop and grow.
Reporting to the Divisional Manager/Sales Manager for your area of the store and working collaboratively as a team alongside several other Department Managers, the relationships you build with the stakeholders across the business will be critical to the success of your team and your department.
As Department Manager, you will focus upon four key areas:
Customer
• Drive service excellence, including consistency in net promoter scores and improvement across all other key service drivers, including service satisfaction, approach, and product knowledge.
• Build a strong clientelling mindset within the team, setting clear KPI targets to drive up customer frequency, number of customers on “My Yellow Book” and the number of established customer and successful appointments.
• Demonstrate and develop your own understanding of your customer profile vs the competitor and use this information to drive elevate the customer service / product offer.
People
• Coach and develop team on a regular basis, spending quality time with them, and providing clear and timely feedback which both recognises strong performance and addresses areas of improvement
• Analyse team performance using team member metrics – including “Spotlight” (customer feedback) and other key performance metrics
• Manage key people statistics for the department: conduct timely return to works, probation and performance reviews, investigation and disciplinary hearings and exit interviews
Commercial
• Drive your “own-bought” business and strategy, regularly identifying opportunities & risks by reviewing customer data, market trends and stock information, and collaborating with key stakeholders to action relevant commercial decisions.
• Support the success of concession business by working collaboratively with the “Concessions Partnerships” team to identify growth opportunities
• Floor walk with Visual Merchandising and Buying and Merchandising to manage and maintain best sellers and stock risks and follow up on agreed actions.
• Embed a culture within your department and division that supports the “Prep / Perfect / Perform” model (London specific)
• Ensure that you put the customer at the heart of what we do, optimising the clienteling tool to help retain and develop loyalty via clienteling.
Operations
• Take ownership for stock accuracy by preparing for and actioning audits in line with the correct requirements, investigating losses and working with operational teams to enforce back of house controls
• Drive standards and compliance by managing stockroom standards and compliance (both front of house and back of house) to a consistently high standard
• Collaborate with the workforce scheduling team to ensure effective adherence to the planning and scheduling for your team – in line with set requirements
A bit about you
An excellent communicator – both on an individual and group basis, with examples of having managed / delivered complex and difficult messages
•Able to operate and work within a fast paced and dynamic environment – with examples of having shown resilience and positivity
•Able to use insight, information and analysis to draw conclusions and suggest strategic responses
•Able to demonstrate skills in driving collaboration
•Proactive. Planning for the short, mid and long term, you own your business area and take responsibility for ensuring its success
•A leader, motivating and inspiring your team to deliver exceptional service and meet sales targets through coaching and leading by example. You show agility in order to drive performance and change
This guide represents a summary of the role; however, all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business
