JOB OBJECTIVE: TO ENSURE ATTAINMENT OF STORE SALES OBJECTIVES AND TO OFFER THE QUALITY AND QUANTITY OF SERVICE THAT MAKES OUR CUSTOMERS RETURN TO US BY CHOICE, AND REFER US TO OTHERS.
REPORTING TO: DISTRICT MANAGER
WORK HOURS: MINIMUM 40/WEEK
| Functions (Accountability) | Duties (How It Is Accomplished) | Measures (What will be considered) |
| Store Operations
Complies with company policies and procedures to ensure customer satisfaction or delight to achieve store objectives & control shrinkage to maximize profits. |
Store opening/closing procedures. Loss prevention Week Ending Reports Payroll Daily and Weekly Balancing; Banking Shipping/receiving procedures Inventory counts and audits Staff Scheduling |
Accurate and prompt submission of payroll documentation. Audit reports. Proper floor coverage, as observed. SVR (Store Visit Reports) Shrinkage percentage. Over/Short Reports. Mystery Shopper Reports. |
| Housekeeping/Store Maintenance
Maintain a clean, well organized environment for customers and staff. |
Maintain store according to housekeeping checklist. Maintain stockroom organization for safety, ease of access and replenishment. |
SVR. Observation of standards being met. Efficiency of stock replenishment. |
| Training & Development
The development of competent & skilled store staff to ensure a positive, knowledgeable team to service the customers and achieve store objectives, thus ensuring promotions from within. |
Role modeling and coaching all store standards. Effective communication skills. Positive approach to company, customers and staff. Take initiative in personal development. Support District Manager in all motivational efforts such as incentives, spiffs, etc. Recruiting, orientation and training. Testing and performance appraisals of all staff. Conduct effective staff meetings. |
SVR’s. Ideas and projects to motivate staff. Sales results of staff trained by Manager. Internal promotions. Low turnover and Human Resources Report. Added functions taken on in addition to regular job functions. Effective training done by Manager. Personal and staff completion of all training programs. Feedback from Manager to District Manager. |
| Customer Service
Provide level of service which ensures customers return and builds new clientele to achieve sales targets. |
Use of Selling Steps in every case. Use product knowledge during every customer interaction. Handle customer complaints professionally. Role Model all customer service standards. Coach all employees to ensure all staff are using the Selling Steps according to standards. |
Personal sales targets achieved. Store sales targets achieved by staff. Personal sales records of management and staff. District Manager’s observations of use of Selling Steps by management and staff. Mystery Shopper Report score. Personal ASPC (Average Sale per Customer). Store ASPC. Store Conversion Rate. |
| Merchandising & Display
Create and maintain a store environment which welcomes customers into the store. |
Implement all visual directives from H.O. Maintain merchandise presentation according to instructions. Create displays in windows and in-store in accordance with H.O. directives. Ensure stock levels are maintained. Compliance with ‘stock to floor’ standard of 24 hours. Ensure regular replenishment of sales floor. |
Visual observation. Sales Results. SVR. Merchandise Report. Mystery Shopper Report. Customer compliments/comments. Timely completion of all visual and promotional directives. |
