To ensure a smooth and efficient operation in retail department in relation to the core process: thus directly impacting on the delivery of the experience. The position ensures that retail outlets, sales carts and photo booth always meet the highest standards of cleanliness, presentation and visual display. Manages the team of direct reports in such a manner that the departments' performance always reaches or exceeds our customers' expectations. Some minor administrative duties.

• Manages a team of Team Leaders and their respective front line colleagues to include their on and off the job training, daily attendance, grooming, coaching , appraisals and personal development plans
• Compiles duty schedules for their area on a monthly basis ensuring that annual leave plans support operational readiness and ensure sufficient time off to colleagues
• Plan, book and deliver on and off job training as required to ensure best possible service standards as well as colleague development
• Openly communicate appropriate and useful information through various channels to include department meetings and briefings
• Motivate colleagues through the effective implementation of incentive and recognition and rewards programs
• Ensure departmental policies, procedures and performance standards are being implemented and maintained throughout their area
• Review departmental policies, procedures and performance standards to ensure these are up to date, correct and propose changes as appropriate to ensure high levels of customer service
• Ensure any service delivery defects are resolved and identify any trends and share observations and suggestions with their manager
• Review satisfaction results for their areas and identify any trends and share observations and suggestions with their manager
• Review accuracy of any checklists and records completed in their area and analyze
• Ensure their area meets financial targets as set by their departmental manager through tracking expenditures and revenue and as appropriate taking action to affect either
• Coordinate any inventory/stock take activities required in their area ensuring sufficient stock remains on hand at all times and reducing stock loss/wastage
• Participate in daily operations alongside their colleagues setting a positive example
• Foster a harmonious atmosphere among colleagues in their area and brings team members together through team activities
• Ensure that all merchandise outlets are ready for its operation on a daily basis
• Identifies and pursues opportunities to improve service. Focuses on activities and quality standards that ensure the satisfaction of both internal and external guests
• Investigate cash variances
• Handle web/call enquiries / complaints. Help guests by providing information: answering questions, obtaining merchandise requested; assist in completing the payment transaction; preparing the merchandise for delivery
• Monitor visual merchandise standards
• Prepares report by collecting, analyzing and summarizing information of slow and fast moving items
• Develop sales initiatives and strategies
• Assist in yearly inventory and outside revenue generating events
• Maximize profits by controlling labor costs and expenses
• Assist Team Leaders on a daily basis to manage the shop floor and colleagues
• Assists the Outlet Manager/ Merchandise Manager with projects and task
• Ensuring that the departmental key performance indicators (KPI) goal for guest satisfaction and mystery shopper scores are met consistently
• Achieving the departmental per cap
• Ensures that merchandise outlets, sales-carts and photo booths always meet the highest standards of cleanliness, presentation and visual display
• Participate in daily operations alongside their colleagues setting a positive example
• Approving schedules and leave requests
• Maintaining health and safety standards
• Any other tasks that may be required from time to time to perform other duties to meet the needs of the business

Essential:

• Higher secondary or equivalent
• 3 years in a similar role in a retail environment
• Good spoken and written English skills
• MS Office suite
• Excellent management and interpersonal skills
• Training and performance evaluation skills
• Excellent computer and conflict resolving skills

Desirable:

• Bachelor's degree
• 2 year working in a fast paced retail set up
• Any other language would be an advantage