Store Manager

We are on the lookout for a customer-focused Shack Manager to join our merry band of Loafers selling stonkingly nice furniture from our St Albans Shack! You will be responsible for the day to day running of the St Albans store. Driving optimal customer experience and therefore sales, ensuring the Store team and merchandising reflect our brand at all times. To take responsibility of achieving highest possible standards and meeting KPI expectations set by the Head of Retail. Managing a team to deliver outstanding performance, through motivating, training and development. Creating and maintaining Loaf Store Culture. Ultimately, ensuring all Loaf customers go Cor!

Key Responsibilities

  • To have a passion for Loaf the brand and product whilst delivering an amazing customer experience within the store.
  • Leading a true customer facing team and maximising sales and profitability, through driving passion for the brand and product.
  • Working closely with the Head of Retail in setting KPIs, which will motivate and provide objectives to the Shack team as well as create and maintain the Loaf culture and retail best practices.
  • Driving team performance through training and active feedback on achievements and areas for improvement.

Store Performance

  • Ensuring that excellent customer experience is delivered at all times and the customer message is kept on brand at all times.
  • Dealing with all customer complaints and questions, handling escalations, assigning escalations to an appropriate team at the Engine Room.
  • Initiating changes to improve, develop and measure against KPIs.
  • Producing reports as required.
  • Organising special events and promotions as required.

People Management

  • Managing and motivating the team to deliver excellent customer service, demonstrate the use of product knowledge and enthusiasm to maximise sales.
  • Recruit excellent Shack Loafers as and when required in line with rota and budget needs.Coach and train by observation, feedback and leading by example with exceptional service levels.
  • Delegate the workload appropriately and effectively across the team.
  • Managing staff including; recruiting, training, supervising and appraising the team and when necessary undertaking performance management. Any other employee relations applicable to the post.
  • To agree learning and development plans for each St Albans Shack employee past probation. To focus on training, challenging, motivating and providing constructive guidance to direct reports.
  • Managing rotas ensuring that we are adequately staffed and within budget.
  • Following and working to the Loaf Cor! Values and the Sales Team Standards.
  • Liaising effectively with Head of Retail and all other departments within Loaf.
  • Act as a mentor to Shack Assistants, Team Leaders and Assistant Managers.

Merchandising

  • Ensuring that all stock within the Shack is correctly and clearly priced at all times.
  • Ensuring that all stock records are kept up to date.
  • Ensuring that all stock is clean and well displayed at all times, inclusive of Window displays.
  • To take responsibility for Shack presentation, working alongside Marketing and Purchasing to merchandise your Shack in an aesthetically appealing way, which meets customer needs and expectations and therefore drives sales.
  • Working with relevant departments to ensure Shack Shuffles (Shop refresh) are managed smoothly with minimum impact to ongoing customer experience.
  • Making sure that VM guides are followed, provide prompt feedback on any VM and stock position changes to the Head of Retail.
  • To manage the maintenance of property and premises of the St Albans Shack, ensuring customer and staff facilities are consistent with the desired environment. Considering environmental purchase triggers such as temperature, smells and general condition. Manage the cost implications.

Organisation

  • Strategically manage the Shack operations, taking responsibility for key decisions made at a local level.
  • Ensuring that all health and safety requirements are met.
  • Ensuring that company retail standards are achieved.
  • Reporting and managing general repair works required.
  • Carry out additional duties as necessary within other areas of the Shack / business including opening and closing, securing all stock etc.
  • Work in collaboration with the Head of Retail to establish and consolidate new sales, returns, staff and maintenance processes and procedures as a part of Retail best practices project.

Training and Communication

  • Ensuring that you and the team have excellent product knowledge at all times.
  • To ensure consistency in the customer message, which is being delivered at the Shack with confidence, clarity and engaging chat.
  • To manage communication within the Shack and ensure the team is well informed, including key business developments.
  • To ensure the team are trained to be competent in policy and systems.
  • To provide the Head of Retail with timely and comprehensive feedback on the Shack performance.

Skills and Attributes:

  • Outstanding customer service skills. Obsessive about making customers go 'Cor!'
  • The ability to take responsibility and be accountable for your actions.
  • Good use of initiative and the ability to execute and embrace new methods of works and projects.
  • Strong interpersonal skills interacting with customers and team in varying situations.
  • Demonstrable organisational skills with the ability to be flexible.
  • Confidence and common sense to access and utilise expert resources when making decisions.
  • Ability to develop processes and implement them.
  • Proven retail experience in a busy and fast paced environment.
  • Ability to identify risks and react to them.
  • Proven experience managing and motivating a team and driving their performance to exemplify company values and service expectations.
  • Understanding and experience of KPI's and reporting.
  • Experience promoting brand culture and identity in order to drive sales.
  • Understanding of the factors that influence a positive customer experience in store.
  • A proactive attitude to improving upon current practice. A logical and methodical approach to problem solving.
  • Numerate and good IT skills.
  • Excellent attention to detail and the ability to drive change, whilst knowing the value of the pound.
  • Excellent communication, both written and verbal, the ability to make the complicated simple.
  • Ability to form and maintain relationships across all levels of the organisation. Being an all-round good egg.

Desirable:

  • Previous experience of a multi-site organisation

And, most importantly of all, you absolutely must be an all-round good egg, with a real can-do attitude and a willingness to get on with the job and make great things happen. If this is you, then we'd love to hear from you!

We regret that only successful canddiates will be contacted. If you have not heard back from us within 2 weeks, then unfortunately on this occasion your application has not been selected.