Shop Manager

Key Accountabilities

Client Experience
•    Embody Sephora Attitude and set an example in front of the team.
•    Provide support to the team in difficult situations ensuring client’s satisfaction. 
•    Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI’s.
•    Take over floor leadership segments and ensure the floor is always managed and covered.
•    Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
•    Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.
•    Inspire the team to use digital tools to deliver a customized service.
•    Work in partnership with the Supervisor and coach the team to offer our Beauty Services to maximize client satisfaction.
•    Provide support for the Area Manager in analyzing results and proposing action plans to enhance client experience.
•    Maintain and enforcing quality customer service and resolve customer service complaints.
Sales 
•    Inspire the team in achieving commercial and operational KPI’s and create improvement plans to drive them.
•    Reinforce sales policies and techniques established at the Sephora University with all team members. 
•    Balance and drive the sales target among selective, exclusive and Sephora Collection.
•    Achieve the desired market share for services.
•    Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.   
•    Create disruptive internal competitions to motivate the team and boost the achievements.
•    analyzing the results achieved during the shift/floor leadership segment and create action plans during the day to achieve set target.
Operations
•    Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback. 
•    Contribute to the store projection of an excellent image through cleanliness and product restocking.
•    Enforce the team to apply and follow established policies and procedures regarding store operations. 
•    Accurately monitor stock availability and report low stock to Head Office to avoid OOS situations.
•    Propose podium order and track daily performance.

Operations
•    Drive all operational KPIs and create improvement plans for each. 
•    Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc... and communicate to your assigned team.

Business
•    Provide support to the Area Manager with knowledge of the market conditions, competition, client needs, etc.
•    Analyze all relevant KPIs and propose action plans for improvement. 

•    Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
•    Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
•    Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.
•    Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training, and monthly trends.
•    Plan, implement and oversee in-store promotional events or displays.
•    Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
•    Ensure all Business reports are completed efficiently when required. 
People
•    Motivate and develop the team through daily coaching / observations.
•    Communicate and inspire the team on business strategy, vision and relevant information through animate briefings, coaching’s, and trainings.
•    Increase the team confidence and motivation by praise and feedback for their performance.
•    Identify, engage in recruiting, and develop talents and secure succession plans in collaboration with the Area Manager.
•    Ensure the team is attending training and follow up is done after the training is attended.
•    Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.
•    Ensure an addictive beauty experience through performing monthly assessments. 
•    Facilitate team monthly meetings to analyze and discuss their performance.
•    Be responsible for the PCR and PIP process of the entire assigned team.
•    Oversee the annual leave of the team and liaise with the Area Manager for final validation according to business needs.
Know How
•    Project an exceptional image and body language in accordance with the guidelines set by Sephora.
•    Keep up to date on trends and products.
•    Inspire, mentor and coach the team.
•    Transfer knowledge and create a highly performing culture in the store.

Relationships
Internal Relationships
•    Store team (Supervisor, Beauty Consultants), and Head office team.
External Relationships
•    Suppliers, Brand promoters/managers/trainers, Securi