Job description:
Senior Department Store Manager
Department: Operations
Function: Store Operations Management
Department(s) Supervised: Department Store Treasury- Customer Service – Cashiers - Security & CCTV - Warehouse - Operations
Job Scope
The Senior Department Store Manager is responsible to lead the store operations activities and to oversee the business performance through effective leadership of customer focus, tenants’ relationship, inventory and safety management.
Responsible for team development and implementing the department store strategy across all operational pillars, ensuring alignment with international standards. Create a positive shopping environment, foster employee growth and development and drive the store's success through effective management and customer-focused strategies.
Key Activities and Responsibilities
Store Management
- Maintain a strong presence on the floor and ensure proper functioning of the Store
- Ensure the smooth and efficient functioning of all customer journey touchpoints to deliver a seamless and consistent shopping experience
- Establish a proactive approach and foster a zero-fault mindset across the team to prevent issues, minimize errors, and maintain the highest operational standards
- Oversee all aspects of store operations including opening and closing procedures, inventory management and visual merchandising
- Introduce business solutions to enhance the daily operations and endorse service excellence
- Propose strategic plans to maximize the sales and profitability while maintaining high standards of customer service and satisfaction
- Meeting with tenants on regular basis and reporting back through a standard M.O.M template
- Oversee the sales performance at the store level and initiate solutions and tactics for development while maintaining the customer service and satisfaction level
- Develop strategy to drive the sales, achieve the targets and enhance the overall customer experience
- Develop the yearly action plan and drive the store operations KPI’s to meet strategic business goal
- Collaborate with the soft utilities and third-party companies (Cleaning and security) to ensure an outstanding performance, maintain the service excellence, safeguard company assets, adhere to ABC standards and provide feedback accordingly
- Ensure that the store complies with safety regulations and security measures to protect the assets of the department store in terms of staff, customers, and merchandise
- Conduct safety inspections and ensure proper implementation of the emergency procedures and guidelines and execute improvements
- Ensure with the team an optimal product placement, visual merchandising and stock availability on the floor aiming to reflect a consistent image as per the guidelines and standards
- Identify areas for improvement within the store and implement strategies to enhance efficiency, streamline processes and optimize the customer experience
- Stay updated on the latest industry trends, market competition and customer preferences to drive innovation and maintain a competitive edge
- Audit the mystery shopper results and share recommendations for enhancement
- Ascertain tenants fully comply with ABC policies and procedures
- Actively seek inputs from tenants and efficiently address complaints to reinforce customer satisfaction
- Attend promptly to Customer complaints as per the agreed policies and procedures
Financial Management and Analysis
- Responsible for developing and managing the store's annual budget in alignment with business objectives and financial targets
- Provide strategic recommendations for budget preparation based on financial analysis, business performance, and revenue projections
- Make decisions to control cost and optimize resource allocation and maximize profitability.
- Identify opportunities for revenue growth securing ABC interest
- Report financial performance and key performance indicators to relevant stakeholders
- Initiate reports, analyze results, identify potential risks, and raise recommendations for development
- Monitor and ensure all financial performances are in correlation with the annual budget
Team Management
- Act as a role model while demonstrating the core values of the company
- Coach the team, develop capabilities and secure a solid succession plan
- Monitor the team weekly schedule and ensure proper coverage
- Ensure the proper allocation of the employees (Tenants) as per the business/floor needs
- Conduct regular performance reviews, identify training needs, and oversee development plans
- Headhunt and participate in the interview and recruitment of potential candidates
- Foster a positive work environment that promote teamwork and productivity
Stakeholder and Strategic Partnerships
- Build up relationships with tenants and tackle complaints to elevate customer experience
- Actively seek opportunities to attract new tenants and services to maximize income and enhance the store offering in alignment with the leasing team
- Maintain alignment with the technical team and follow up on the completion of operational requests
- Collaborate with the Marketing team to develop and execute marketing strategies and promotions to attract customers and increase market share
- Maintain ongoing coordination with the Visual Merchandising team to secure the mall image and provide a unique shopping atmosphere
- Liaise with the IT team on all technical matters related to the systems and applications
- Build strong relationships with different departments and ensure continuous cooperation for optimal achievements
- Establish and maintain strong business relationships with local authorities, specifically in ABC Dbayeh area, to support operational efficiency, strengthen collaboration, and ensure alignment with local requirements.
Other Responsibilities
- Ensure compliance with authority matrix, code of conduct and ABC policies and procedures
- Maintain strict confidentiality regarding all sensitive company, customer, tenant, senior management, and store operational information, ensuring full compliance with ABC policies, confidentiality requirements, and applicable Non-Disclosure Agreements
- Stay abreast with the latest development and best practices in the field to identify opportunities for continuous improvement and innovation
- Perform other job-related duties as assigned based on business needs and in alignment with the Direct Manager
Competencies
- Promote own thoughts with clarity and confidence. Negotiate persuasively and convey information in a clear and concise manner - Communication & Interaction
- Display an entrepreneurial spirit, motivate team members and others to welcome any organizational change, coach the team to promote the changes and to maintain positive attitude throughout the process - Flexibility & Adaptability
- Maintain strong relationships with internal and external stakeholders and deliver high quality service and innovative initiatives to meet the customer’s expectations and enhance customer satisfaction - Customer Centricity
- Promote and encourage cooperation among subordinates and peers to accomplish common goals, build trust and commitment and to value the contribution of others - Teamwork & Cooperation
- Take full responsibility for own decisions, behaviors, and actions. Address ethical considerations when making business decisions. Hold self and others accountable for keeping commitments and measurable high-quality and cost-effective results - Accountability
- Detect problems, analyze root causes, evaluate alternatives and options, and apply timely and evidence- based solutions - Problem Solving
- Manage the team and enable employees to grow and succeed through continuous coaching & feedback and provide opportunities for development, feeling of investment and desire to excel -Manage Team
Qualifications and Requirements
Education: Bachelor’s degree in Business Administration, MBA is a plus
Certificates: Project Management Professionals
Years of experience & expeertise: 10 - 15 years
Other Requirements:
High ethical values
High sense of confidentiality and strong work ethic
Ability to cope with pressure
Ability to focus and concentrate over long periods
Strong sense and passion for fashion
Attention to details
Able to react quickly
Advanced analytical skills
Results oriented
Professionalism in appearance
AI driven capabilities
Flexibility
