Department in Charge

BASIC INFORMATION
Position Title Department In Charge
Job Family Retail Sales and Operations
Function / Department Retail (Store Operations)

POSITION OBJECTIVE
The job holder will be responsible for maximizing retail sales in their respective department. The job holder will also be responsible for maintaining the desired visual merchandising retail operations, customer service, replenishment, recovery standards in his/her department in the store in all aspects.The job holder is also responsible for sponsoring and coaching the team.
DO Key Responsibilities
1. Department Management and Store Standards
Maximize department sales and productivity metrics in line with shop targets
Monitor key data reports on space management, sales and stock movement against last year, last week and budget on a daily and weekly basis and communicate to staff
Ensure and monitor all stock is laid out and displayed according to standard layout norms (product placement,signage, neat and well folded,arranged in order from smallest to largest, hanged items must be steamed, brand wise, size wise etc)
Ensure and monitor all products are price tagged and bar-coded before display
Ensure and monitor all stock transactions are recorded on the system in time, accurately and correctly categorized
Ensure and monitor awareness and vigilance at all times of security in the store of company asset, customer property and company good without any negligence
Ensure the highest standards of housekeeping,health standards are maintained in store at all times
Ensure departmental dcor is correct and there is consistency in displays, branding and departmental layouts
Optimize floor space based on merchandise availability, storylines and product sell off
Inspect merchandise for quality control and report any defects
Ensure on-time clearance of all soiled and damaged merchandise
Ensure on-time completion of random pricing checks on products
Monitor and implement sales promotion and event in the stores

2. Store Merchandise/ Merchandising
Understand and maintain a detailed knowledge of the product/department merchandise and coach /develop sales associate
Ensure and monitor promotions, sell offs and ageing stocks
Review and report non-selling items, slow & fast moving lines, non movers, damages and ageing items
Collate and provide information about the customers(likes,dislikes and opinions) to the buying and designing team
Ensure and monitor effective stock replenishment to the store and assure continuous stock availability in the store
Ensure and monitor correct rotation of stock on shelves and assist in accurate stock counts as per store requirements
Execute price revisions suggested by corporate
3. Customer Service
Monitor and ensure adherence of customer service standards within the department
Provide customer satisfaction by delivering exceptional customer service
Carry out regular training to ensure clear understanding of the departments, products,make, features, selling skills and after sales service
Communicate appropriately with customers including proactive greeting and acknowledgement
Deal with customer queries and complaints effectively
Follow procedures for dealing with specific customer orders
Ensure confidentiality with respect to Landmark retail/store sales information
4. People Management / Mentoring
Support induction of new recruits through buddy system
Hold weekly and monthly meeting to communicate performance high and lows
Monitor and facilitate complaint resolution of direct reportees/team members
Coach and sponsor sales associate within the department
Oversee deployment and drive motivation levels of the team members
Mentor team members to ensure greater customer service orientation

DISPLAY
QUALIFICATION Basic Qualification / Education / Vocational Training High School Diploma
Advanced
Qualification / Certification / Specialist Training Graduate degree in any field
EXPERIENCE Minimum Experience 1-3 years
COMPETECIES Skills and Capabilities Knowledge of Retail industry and Retail processes
Knowledge of Merchandising, Stock Management and Inventory processes
Communication skills
Interpersonal skills
Proactiveness and flexibility
Customer service orientation
Result orientation
Problem solving

DELIVER
Perspective Key Result Area (KRA) Measure
Financial Maximise Sales % of customers converted with exceptional customer service within the department
Accuracy in meeting Sales Target of the Department
Loss Prevention Cost of Damage/Loss goods on display
Optimize Inventory process Inventory levels as against target
Customer Enhanced store experience Customer Feedback (Scores / No. of Complaints)/
Number of new initiatives or ideas to improve store experience and layout
Increase in customer awareness on products Customer Feedback Score/Mystery Shopping Score

Current Processes (Internal) Adherence to SOPs (Internal to the organization) % deviations from the defined SOPs (Audit score)
100% stock availability Customer Feedback Score/
% of instances