The posting
Our client is a global leader in the gadgets industry, providing products, technical support, repairs, product assistance, and related customer solutions. They are seeking to hire a Store Manager based in Abuja. Key Responsibilities: 1. Customer Service Provide and manage world-class customer service in the Store. Analyse customer service reports and initiate and execute remedial action plans. Manage the Store customer complaints. Manage the returns policy and procedures for the Store. Manage the sales execution process for every customer interaction [according to set standards] for the Store. Is a role model for customer service. Manage the technical booking procedure. Specific Key Performance Measurement/Indicators Customer survey results. Minimum 95% satisfaction Mystery shopper results. 100% satisfaction. Customer product training compliance and quality -100% attendance Events and workshops - 100% attendance Employee product and sales training - 100% attendance Complaints resolved effectively and quickly - 100% resolution. OOBF compliance - 100% compliance Customer feedback - Minimum 95% positive 2. Sales Target Provide input, communicate and manage achievement of all sales targets within the store. Grow revenue and margin through prospecting, increased sales conversion rates and basket size in the store. Manage the quotation process for the store. Motivates, supports and follows up continuously with the team to maximise their ability to close sales and up sell. Manages individual sales targets on a daily basis and ensure that the appropriate actions are taken (positive and negative). Continuously mentors and coaches staff on selling skills and customer interaction. Specific Key Performance Measurement/Indicators Target achievement. 100% achievement. Revenue and margin actual versus business plan. 100% achievement. Conversion rate actual versus business plan - 100% achievement Profit targets met - 100% achievement Provide pipeline, lead and conversion report - weekly Record of counselling or disciplinary action or acknowledgement of top performers in place. - Monthly Action plans and pipeline - Weekly 3. Finance and Accounting Manage and perform cash ups. Manage investigation of daily discrepancy reports for POS. Manage Daily Banking and reconciliation, and solving of bank related. Sign off on the store’s monthly petty cash recon. Review audits, initiate and develop action plans to mitigate risks and financial loss for the Store. Authorise and sign off discounts Analyse financial reports and implement actions required. Manage Store expenses in accordance with set budget. Specific Key Performance Measurement/Indicators Procedural compliance. 100% compliance End of day business results. 100% achievement Financial performance. 100% achievement Audit results. 100% compliance and 0% discrepancy. Daily cash up template balances compared to actuals. Daily and 100% accuracy Signed off daily. Weekly Staff claims procedure adhered too. Actual vs budget. 100% achievement Incentive summary. Monthly 4. Stock Management Provide input to supply chain re -correct volume and mix of stock to maximize sales for Store Manage the planning and optimization of new stock in the Store. Manage the accurate and complete administration of GRV of stock and re-con. Manage stock control process in the Store. Ensures that the stock room and back areas housekeeping are maintained as per SOP. Manage issue / receiving refund / repair /loan stock from and to the warehouse. Manage the stock take process in the Store. Manage end of line stock and redundant stock. Manage and and execute stock management reporting for the Store. Ensure asset audit takes place and up to date asset register is in place and reported on a monthly basis. Specific Key Performance Measurement/Indicators Actual sales versus forecast. 100% achievement. Stock mix and availability. 95% Correct stock levels. 95% 0% GRV discrepancies. 0% Stock loss percentage Audit Results - 100% compliance and 0%discrepancies Store audits and checks. 100% compliance and 0% discrepancies Procedural compliance - 100% Stock loss percentage - 0% Compliance to stock transfer procedure - 100% Stock ageing as per stock ageing policy - >90 DAYS not more than 15%. Stock discrepancy procedure daily reporting compliance. Daily. Up to date asset registers and reporting as per SOP -100% compliance 5. Human Resources Attract, train and retain Store staff. Manage, mentor and communicate direction, goals and achievements to the Store team on a regular basis. Manage the Store Roles and responsibilities and work instruction process. Ensures that all new employees received the necessary on boarding and on the job training. Ensures all employees receive required ongoing training. Ensures all employees are aware of and understand the KPA’s and related performance standard. Conduct performance appraisals in line with HR policy. Manage the incentive and commission process. Proactively ensures contingency and succession plans for key positions within the Store. Specific Key Performance Measurement/Indicator Staff feedback and monthly PDP. Training registers - weekly SEED points - 100% attendance Performance appraisals conducted as per HR policies and procedures. - yearly Goals and KPI reports - weekly and monthly based on given requirements. Contingency plans in place for key positions Exit interview reports. 6. Operations Ensures smooth operational running of the Store is per SOP. Ensures that all security and safety policies and procedures are adhered too. Ensure availability of latest version of SOPs for all Store Operations matters. Manage third party security providers. Manage the security systems and ensure all related policies are adhered too. Ensure that the Store is maintained according to APR standards and operating accordingly. Identify potential risk and take appropriate action to minimise risk and maximise safety. 7. Business Plan Management Provide input into the store business plan formulation and manage performance in line with the Store business plan. Manages performance against set store business plan (sales and controllable expenses). Control actual vs spend against set store business plans and initiate remedial action where required Provides input to forecasting process. Develop and analyse reports and implement actions required. Specific Key Performance Measurement/Indicator Business plan margin and revenue targets. 100% achievement. Actual expenditure versus business plan. 100% compliance. 0% deviation. Actual sales revenue versus forecast sales. 100% achievement. Action plans prepared, executed and business results achieved. 100% achievement. Other functions include Marketing: ensures that all APR branding standards and Store merchandising standards are adhered to. Ensures that implementation of the quarterly marketing plan with the weekly store events and customer training sessions Requirements & Core Competencies Minimum of five years managerial experience managing a store or business operation of similar sized turnover. Previous track record in a target driven environment. This person is someone who is highly sales driven and at the same time excited to provide best backend and onsite support for the offline store business to run smooth. Someone who is consistently diligent in everything he does from processing orders, informing customers of the status of their delivery, making sure all the administration is accurate and always looking at ways to improve the service levels of the offline store. Willingness to learn ERPs and other business related software. Firm belief in serving internal as well as external customers. General Administration skills Great communicator: Exhibit excellent interpersonal skills and ability to communicate effectively, efficiently and clearly with both clients and co-workers in challenging situations. Excellent understanding of Excel Eye for detail Proficient at checks and controls Practical financial understanding
