Shop Manager

Key Accountabilities

Client Experience
- Embody Sephora Attitude and set an example in front of the team.
- Provide support to the team in difficult situations ensuring client’s satisfaction.
- Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI’s.
- Take over floor leadership segments and ensure the floor is always managed and covered.
- Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
- Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.
- Inspire the team to use digital tools to deliver a customized service.
- Work in partnership with the Supervisor and coach the team to offer our Beauty Services to maximize client satisfaction.
- Provide support for the Area Manager in analyzing results and proposing action plans to enhance client experience.
- Maintain and enforcing quality customer service and resolve customer service complaints.

Sales
- Inspire the team in achieving commercial and operational KPI’s and create improvement plans to drive them.
- Reinforce sales policies and techniques established at the Sephora University with all team members.
- Balance and drive the sales target among selective, exclusive and Sephora Collection.
- Achieve the desired market share for services.
- Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.
- Create disruptive internal competitions to motivate the team and boost the achievements.
- analyzing the results achieved during the shift/floor leadership segment and create action plans during the day to achieve set target.

Operations
- Contribute to the store projection of an excellent image through cleanliness and product restocking.
- Accurately monitor stock availability and report low stock to Head Office to avoid OOS situations.
- Propose podium order and track daily performance.

Operations
- Drive all operational KPIs and create improvement plans for each.
- Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc... and communicate to your assigned team.

Business
- Provide support to the Area Manager with knowledge of the market conditions, competition, client needs, etc.
- Analyze all relevant KPIs and propose action plans for improvement.
- Develop and propose short
- and long-term strategies to drive top and bottom line/brands sales.
- Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
- Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.
- Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training, and monthly trends.
- Plan, implement and oversee in-store promotional events or displays.
- Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
- Ensure all Business reports are completed efficiently when required.

People
- Motivate and develop the team through daily coaching / observations.
- Communicate and inspire the team on business strategy, vision and relevant information through animate briefings, coaching’s, and trainings.
- Increase the team confidence and motivation by praise and feedback for their performance.
- Identify, engage in recruiting, and develop talents and secure succession plans in collaboration with the Area Manager.
- Ensure the team is attending training and follow up is done after the training is attended.
- Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.
- Ensure an addictive beauty experience through performing monthly assessments.
- Facilitate team monthly meetings to analyze and discuss their performance.
- Be responsible for the PCR and PIP process of the entire assigned team.
- Oversee the annual leave of the team and liaise with the Area Manager for final validation according to business needs.

Know How
- Project an exceptional image and body language in accordance with the guidelines set by Sephora.
- Keep up to date on trends and products.
- Inspire, mentor and coach the team.
- Transfer knowledge and create a highly performing culture in the store.

Relationships
Internal Relationships
- Store team (Supervisor, Beauty Consultants), and Head office team.

External Relationships
- Suppliers, Brand promoters/managers/trainers, Securi