The (Assistant) Store Manager is the critical leadership role that enables Aesop’s delivery of desired impact to our Customers, our Colleagues and our Community, and through compelling leadership and focus, and has the great ability to impact our Commercial Performance in an Aesop signature store or counter.
Key Responsibility
Customer Experience
- Drive the quality of the in-store customer experience and build enduring relationships by communicating and training team on Aesop’s approach to hosting, customer service and consultations
- Provide in-store coaching to team, working alongside them to demonstrate best practice in hosting, consultations, customer service, linkage and product knowledge
- Ensure all team members uphold and demonstrate Aesop’s approach to hosting, consultations, customer service, linkage and product knowledge
- Gather insights from customers, communicating them to Head Office
- Promptly and appropriately resolve any customer complaints maintaining Aesop’s customer service values throughout. Escalate to Head Office if necessary
- Advocate digital channel and contribute to driving a seamless online and offline shopping experience
- Promote facial treatments when conducting customer consultations (where relevant)
Brand Management
- Act as an ambassador within and outside of the company for Aesop’s culture, values and approach
- Drive the quality and standard of brand execution within stores including store environment, product presentation and staff presentation. Coach and train team as required
- Ensure that the customer experience delivered in store is appropriate for the local environment and type of customers
- Implement all marketing and promotional activities to a high standard
- Identify opportunities to build and maintain relationships within local communities to drive brand awareness and sales
Financial Management
Profit
- Monitor spend on controllable expenses and take action to minimise costs and increase profitability where possible
Sales & Productivity
- Review daily, weekly and monthly sales and product performance data taking action to improve sales performance
- Confidently discusses store performance with Retail Consultants daily linking behaviour to commercial results
- Implement changes to improve product performance where possible
- Review team performance data taking action to improve sales performance through feedback, coaching and training
- Review space productivity data and take action to maximise productivity and sales performance
- Use Veritas to review store, personal & consultant performance, celebrating success & looking for opportunities.
Business Development
- Implement customer linkage procedures in line with guidelines, maximizing opportunities to obtain linkage data through team training and coaching
- Work with Business Development Team to identify opportunities to build and develop new and existing business relationships
Operations
- Report any issues within store to Head Office including maintenance, cleaning, OH&S
- With team, identify opportunities to improve processes and systems, communicating these to Head Office
- Create rosters, maximizing productivity of labour, and submit on time for review and approval
- Manage security of store, products and team, raising any issues with Head Office
- Implement cash and banking processes in line with guidelines
- Implement all H&S requirements in a timely manner ensuring all risks are managed
- Maintains a clean and ordered store environment across all customer and team areas
- Monitor the online booking system for facial treatments (where relevant)
Inventory Management
- Monitor stock levels, ensuring adequate stock levels are maintained
- Implement effective stock ordering and receipt processes to ensure stock is received in a timely and effective manner
- Complete all necessary documentation for Write Offs, monitoring reasons and taking action to reduce Write Offs where possible
- Take action to prevent stock losses, through monitoring, excellent inventory management and stock control, escalating issues to Head Office
- Manage team to prepare for and conduct stock-takes in a timely and effective manner
Leadership and Development
Culture
- Provide a warm welcome to all store visitors, showcasing the Aesop brand, communicating high quality information and delivering excellent customer focus
- Embed the Aesop culture within store through role-modelling the Aesop values, driving awareness of the culture, and participating in team events
- Build understanding of the Aesop culture and values across the team through effective communication and coaching
- Embed the culture into daily practices such as the meticulous upkeep and cleanliness of the store
- Promote consistently high standards of grooming for staff
Recruitment & Induction
- Recruit and select team members that align with Aesop’s culture and values and will support store performance, liaising with HR team as required
- Seek to build a diverse workforce that will connect with customers and demonstrate the Aesop values
- Coordinate and contribute to the induction of new team members ensuring its delivered to a high standard of delivery
- Monitor new staff through probation period, escalating any concerns to HR as required
- Build a pool of potential future candidates through effective networking
- Train team members in being able to provide high quality store tours to visitors (Flagship)
Training & Coaching
- Implement all Consultant training requirements within store to a high standard
- Discuss additional training needs and ideas with manager and regional Retail Training team
- Initiate regular conversations with individual Consultants to discuss performance strengths and opportunities for improvement; at a minimum each quarter or as requested by each consultant
- Provide “in-the-moment" coaching to drive performance and development
- Support Consultants’ career growth through career development conversations and plans
- Build and maintain store succession plans, including identification of further learning needs. Share with manager
Performance Management
- Communicate expected standards and demonstrate desired behaviours
- Drive the performance of individual Consultants through monitoring performance and providing just-in-time constructive feedback. Escalate as required
- Identify and address performance issues through feedback and coaching. Escalate as required
- Work with individual Consultants to agree plan for their development
- Motivate team through, recognising achievements and celebrating successes
Self-Development
- Complete all training provided to support you to perform in your role
- Regularly seek feedback from manager to understand strengths and opportunities for improvement, and agree development actions
- Discuss career goals with manager and agree to plan for long term career development which will build experience and skills
- Proactively look for on-the-job learning opportunities, including participating in store visits and rotations
Retention
- Manage employee turnover by contributing to a positive, harmonious and stimulating work environment that builds engagement
- Monitor employee turnover, identifying any trends and taking action as required
Communication and Business Administration
Communication
- Cascade Head Office communications in a timely way
- Actively support directives from Head Office
- Regularly provide feedback from stores to Head Office
- Maintain effective, regular and Aesop appropriate communication with team and colleagues
- Attend, participate and present in forums and meetings
- Ensure all communications are read, shared and actioned in a timely manner
Administration
- Ensure all administrative tasks are completed in an accurate and timely manner
- Monitor the completion of administrative tasks to ensure they are undertaken to the required standard
Health & Safety
- Ensure that full care is taken in the performance of all duties in order to protect the health and safety of oneself, fellow employees, visitors and consultants
- Adhere to the Aesop Occupational Health and Safety policy
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