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Retail Supervisor

1 month ago

Jeddah, Makkah Province, Saudi Arabia Sephora Full time

The Retail Supervisor West is responsible for the people, standards, customer experience, financial and operational management of stores within the assigned area. The Retail Supervisor will support, coach, and develop the teams to translate the retail plans into tangible actions that enable store managers and store teams to reach and exceed targets.

KEY ACCOUNTABILITIES

  • Responsible for delivery of all pre-agreed sales and KPI performance targets through monitoring, identifying opportunities and implementing appropriate actions.
  • Ensure the delivery of exceptional retail and operational standards throughout Sephora stores in allocated area of responsibility whilst ensuring delivery of best-in-class customer service across all stores.
  • Ensure compliance in all areas of operational activity and drive sales and profitability through the performance, development and coaching of Store Managers and store teams whilst managing within SME Business plan.
  • Provide leadership, support and direction to the store teams that reflects vision and strategic direction of SME.

Performance, Productivity & Results Management:

  • Lead teams, translating area performance objectives into store sales and KPI targets.
  • Monitor, report on performance KPIs and identify areas/store/leadership improvements.
  • Monitor store productivity to stay within agreed budgets and coach store managers to drive the right balance quality vs quantity when planning store schedules.
  • Customer and frontline obsession, lead by example, live customer and team by being present in stores four days a week.
  • Build the Beauty Playground of the Future – through Love (services), Loyalty (Sephora Card) and Differentiation (Offer).
  • Implement agreed Sephora Retail priorities and drive commercial success.
  • Develop team, recruit, and identify talent with focus to scale up and prepare potential Sephoraians for the next step of career ladder.
  • Embrace OMNI retailing, implement agreed measures of success, drive culture change in teams.

Management of Store Operations: Retail Operations:

  • Back of house organization, compliant with all SEPHORA policies and procedures.
  • Monitor stock levels on all inventory items. Conduct inventories on a timely basis, maintain updated inventory records and conduct (semi)annual stock take.
  • Responsible for the measurement and effectiveness of all processes. Provide timely, accurate and complete reports on the operating condition of the organization.
  • Recruit and develop exceptional people.
  • Optimize and oversee operations to ensure productivity and efficiency.
  • Ensure compliance with company's policies and operational guidelines.

Store Merchandising and Standards:

  • Ensure that SEPHORA's merchandising concepts are set up and always maintained.
  • Store standards of cleanliness and security are maintained.
  • Ensure key product launches and initiatives are fully supported.

Customer and People:

  • Define, build, and follow up on people development plans in partnership with training and education.
  • Maintain both fulfillment of leadership roles and general headcount through active succession planning and recruitment and follow the right process.
  • Lead by example in driving service culture, instore observations to monitor customer service levels and monitoring of customer service reports.
  • Gain awareness of market/customer trends in the retail industry and monitor what local competitors are doing, communicate back to Offer and Marketing Team where appropriate.

KPIs and Deliverables:

  • Exceed monthly sales turnover vs agreed budget.
  • Meet pre-agreed KPIs of conversion, ATV, UPT and Sephora Collection.
  • Customer measures, lead them to exceed CRM recruitment targets, CRM contribution and App sign ups.
  • Improve store productivity and efficiency through implementing use of Rotageek and back-office modeling.
  • Shrinkage and the level of stock by store, meet company Audit results >85%.
  • Deliver agreed company measures in both Happy App and LOvemeter >80%.
  • Exceed agreed annual company employee satisfaction target.
  • Define, build, and follow up on people development plans in partnership with training and education.

Brand and Culture:

  • Develop, create, and maintain a strong customer obsessed, brand focused environment for all frontline in everything that they do.
  • Together with senior leaders, continue to create a structured, analytical, commercially focused, engaging services culture.
  • Support in the roll out of relevant retail projects.
  • Gatekeeper of retail communications and data to area and store teams.

SKILLS AND EXPERIENCE

  • Knowledge and experience in sales, service and commercial KPI environments focusing on, but not restricted to, conversion and average basket.
  • Experience in Leadership & management skills.
  • Commercial background and Saudi market awareness.
  • Comprehensive beauty industry knowledge, up to date on trends and latest products.
  • Competent in Microsoft Office, with knowledge in PowerPoint & Excel.
  • Excellent communication skills.
  • Flexibility, adaptability & creativity.
  • Minimum of 4-6 years' experience in sales, operations and/or services within the beauty/retail industry.

PERSONALITY

  • High achievement drive, ability, and desire to drive change, team player and confident to work alone.
  • Embrace change, seize opportunities, lead from the front.
  • High level of energy, enthusiasm, and motivation.
  • Fully understand the business needs and adapt to all requirements of a fast-paced environment.
  • Ability to collaborate, connect, and build relationships with store teams, Area Managers and different support teams within Sephora Middle East HQ.
  • Arabic & English is a must.
  • Valid driving license.
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