1. Operation Shop Supervisor
Purpose
Responsible for managing the store and its shift team and for ensuring that the store provides the highest level of customer service possible.
Category
Everyone
Key Accountabilities
Customer
Promote quality of customer service among staff by acting as a positive role model
Create "seamless customer service" by making every effort to find merchandise for customers even if an item is not in stock
Be personally available to all customers to communicate and identify their needs and address their questions or concerns
Maintain feedback loop to other departments with customer comment cards and employee opinion
People
Maintain employee attitude and morale by recognizing outstanding performance and service and motivate and develop staff in order to encourage their professional development
Provide an "open door" policy where employees are free to express their concerns and feelings without fear of retribution or ill will
Together with the Shop Manager evaluate all store employees
Verify staff positioning during the shift according to the shop activity and priority
Operations
Assume Shop Manager responsibilities in his/her absence
Guarantee that shop standards are in place, incl. ensuring correct pricing and checking expiry dates in coordination with Assortment Manager
Assume responsibility for opening and closing the store and securing all assets, incl. making sure damaged and defective goods are processed in a timely, accurate manner
Maintain an efficient ordering system to ensure that all necessary store and office supplies are available
Assist in protecting company assets by promoting awareness of loss prevention and ensuring store security from internal and external theft and proper cash handling
Supervise the inventory counting at the end of the shift
Communicate necessary information at the beginning of the shift, incl. promotions and new products, company policies and procedures
Scope
Retail Operations
Location
TBC
Specific Requirements
Strong leadership skills Demonstrated ability to build effective teams and motivate employees
Understanding of basic retail concepts
Good problem solving skills
Available to work store schedule
Fluent English and additional languages as applicable for Operation
Position in Organization
Key Relationships
Shop Manager
Sales Associates
Beauty Advisors
Assortment Manager
Warehouse Team
Measures
Customers
People
Operations
Finance
Targets as per Corporate Performance Appraisal and MBO Policies.
Shop
Manager
Shop
Supervisor
Assortment
Manager
Sales
Associates
Beauty
Advisors
Potential Progression to
Shop Manager
Assortment Manager
Experience Required
Essential: 3 years of retail experience with at least 1 year in a supervisory role
Desirable:
Additional or Local Requirements to Standard Role
As requested by the Shop Manager
Employee Conduct
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.
Jan 2011 Std DUFRY Organization and Human Resources Department