Purpose & Overall Relevance for the Organization
This position will support the store manager in delivering a premium experience to our consumers by managing all front of house – shop floor activities and team to create and maintain a highly impactive, brand oriented consumer centric experience within the store, with the goal of increasing consumer satisfaction, brand engagement and conversion during the whole consumer journey until the exit of the store. The Assistant Store Manager – Consumer Experience is responsible to lead , engage and inspire the store team to ensure an efficient, productive and truly service based culture to the team and end consumer.
• In collaboration with the Store Manager, Assistant Store Manager – Operations, key stakeholders and store team, establish and implement robust processes to identify key actions and support execution of all consumer service culture topics. • Collaborate and confidently lead dedicated-consumer experience team to provide a first-class end-to-end consumer service making use of key tools and innovations, loyalty programs, promotions, product launches and key commercial moments to maximize opportunities and being a role model of consumer service for a store and even stores in district and wider portfolio.• Manage the usage and implementation of omnichannel experiences and tools, working with other functions and driving the store team to provide a premium in-store and omnichannel consumer experience.• Drive projects from first briefing, conceptualising, tracking, implementation and sustaining through to the desired outcome, taking ownership for key areas and managing their future success where required. • Ensure identification, improvement, and implementation of best practices within store, supporting market/cluster business projects as required, working with the wider teams building a consumer service culture model of success. • Foster consumer loyalty through high-quality interactions and implement and coordinate seamless execution of in-store activations events, in collaboration with the supportive functions, SCM, Retail Marketing / Key City Marketing, Activation Manager, VM and Retail Operations and help to maintain the standards set within these areas.• Make recommendations to improve consumer service through innovation and operational drivers to the key stakeholders and Store Manager in order to provide ideas with strong foundation through NPS analysis, competitors checks, being connected to communities and proven track record of results. • Creating knowledge base within team and experience of product, features, benefits, competitors and the future marketplace to drive brand engagement, consumer centricity and store KPIs, including retail, financial KPIs and NPS. • Manage regular NPS, consumer feedbacks, retail KPIs reports to provide analysis and insights that serve as basis to actions that will enable the store and local team identify opportunities and growth sharing best practice at market and global level.• Manage and drive completion of all applicable training programs and comply with operational procedures. Adhere to global and local legal standards for all operational topics, Stock Management, Logistics, Profit Protection, Facilities, Health and Safety, IT, Financial and other store operations activities, and monitor/evaluate established processes to guarantee the store’s full compliance and demonstrate successes. • Manage and lead additional retail priorities and work streams assigned by the Retail Director and relevant stakeholders to promptly act on trends and opportunities. • Support an operations structure and operations objectives from the Retail Director’s Strategy, achieving common goals and defining consumer service aligned with operations; managing team workloads and adopting consistent best practices; and delivering results. Develop and implement strategies with Store Manager to translate the company vision and strategy with key stakeholders into reality for the dedicated – consumer service team. • Be a role-model and coach in developing and sustain a positive consumer service culture, including proactively and consistently exhibiting the brand attitude and values, showing a Diversity & Inclusion mindset.
Leadership:• Support the Store Manager in creating and driving a high-performance culture across the store team by setting a clear strategy and targets (using the appropriate learning tools and guiding performance through #Mybest) working with the HR Manager to analyse performance, holding dedicated team accountable and giving appropriate and prompt feedback to continuously drive improvement and results. • Provide a consistent Talent Management process in own team and supporting Store Manager to grow talent for leadership positions.
• Consumer• Retail Store Teams• Europe Retail Back Office Team• Cluster Retail team • Cluster Back Office teams, Retail Facilities Management and I.T Teams• Cluster Finance• Retail HR Team• Retail Training Manager• Global Retail Operations Team
Knowledge, Skills and Abilities
• Experience working in a sports/fashion consumer & commercial focused retail environment. • Strong communication skills including impactful presentation skills, analytical, influencing and negotiating with experience of change management and high-pressure environment. • Solid and proven experience in people management, leading and directing multiple team members in a fast-paced task-oriented environment. • Experience working in a Flagship Store is an advantage. • Excellent communication and networking skills and customer relationship management.• Confidence in using various digital tools and applications as a method to best service the consumer and being able to train, coach teams on it.
Requisite Education and Experience/Minimum Qualifications
• Minimum of 3 years working experience in the sports-and/or fashion retail industry.• Minimum of 2 years management experience.• Fluent in English.