- Strategizes and creates a great store environment to attract Customers
- Ensure store layout and merchandize meet concept standards and provide right customer experience
- Leads by example and ensures a consistent, seamless, exceptional customer experience across all channels
- Continues to expand the Shukran loyalty database and maximize sales potential for Shukran
- Has a clear understanding of the store customer profile, the local trading environment and market trends
- Efficiently manages the multi-brand manpower pools to ensure maximum operational and customer service coverage
- Thinks “Customer First”. Accountable for any feedback received from customers and prioritizes escalations
- Responsible to drive Customer Recovery in case of unsatisfied customers
- Responsible to increase NPS / Mystery shopping metrics, analyses result periodically and takes corrective action
- Embrace digital technology introduced at stores to create a positive customer shopping experience.
- Proactively works with individual concept teams to exceed sales targets for concept and overall CP
- Analyses business reports to drive key actions for self, team and business
- Maximizes the Average Transaction Value, Units Per Transaction and Customer Conversion
- Accountable for minimizing shrinkage and has an on-going Stock Loss Action Plan
- Efficiently Manages controllable costs/ expenses
- Effectively manages store inventory
- Executes promotions/ events/ concept campaigns to drive revenue and targets and provides feedback for reviews
- Periodically analyses competition on Range, Quality of staff, Execution excellence and customer service and shares information with the relevant stakeholders
- Communicates business drivers, merchandise and quality issues, Store Profiles and catchment and other related information to concept manager
- Monitors best sellers (NOOS, AIS) and zero sellers and takes appropriate action to focus on sales and avoid stock outs
- Responsible for deployment of all store staff
- Accountable for managing performance of team members by setting goals and conducting quarterly reviews
- Coaches & provides development feedback to team. Ensures all members have an Individual Development Plan.
- Drive a learning-culture under 70:20:10 learning framework (70% - on the job, 20%- coaching and feedback, 10% - formal learning through classroom or LMS), Develop team skills by driving learning through OJT and assessments
- Has an agreed Succession Plan with Line Manager
- Ensures that staff are trained on product, customer service and competent on SOPs within the stores
- Ensures Company Code of Conduct, local labour laws and all HR Policies are adhered to by all team members
- Reduce store staff attrition
- Acts as a custodian of LMG Values.
- Responsible for Store Audit processes and has an Action Plan to ensure a satisfactory store audit result
- Ensure smooth goods receipt at the back store by enabling single receiving across all concepts
- Complies with Health & Safety and Security requirements, as per company guidelines and local law
- Maintains Concept visual merchandising and layout guidelines
- Complies with all ORPOS / SIM / System guidelines
-Ability to engage and communicate with Senior Leaders.
-The ability to work with and influence people at all levels.
-Results oriented with excellent communication & interpersonal skills.
-The ability to coach and develop others.
-Strong team player.
Skills Required
- Ability to engage and communicate with senior leaders
- Ability to work with and influence people at all levels
- Results-oriented with excellent communication and interpersonal skills
- Ability to coach and develop others
- Strong team player
What We Do
Founded in 1973 in Bahrain, Landmark Group has grown to become one of the largest and most successful omnichannel retail and hospitality conglomerates, with presence across 17 countries in the Middle East, Africa, India and Southeast Asia. Based in the UAE since 1990, the Group owns and operates 21 established homegrown and 4 franchise brands across an extensive network of more than 2,200 outlets, encompassing a gross leasable area of 30 million square feet. Landmark Group's success is driven by its diverse portfolio of established brands, across multiple retail categories, offering a comprehensive range of products across fashion, home, groceries and electronics. These include Centrepoint, Max Fashion, Home Centre, Babyshop, Splash, Shoemart, Lifestyle, Viva, Emax, Home Box, Styli, Shoexpress, Spar and Easybuy. Beyond retail, Landmark Group has diversified into the leisure, fitness and hospitality sectors with brands like Fitness First, Citymax, Fun City, Fun Ville, Zafran and Carluccio’s. The Group boasts unparalleled logistics capabilities, owning the MENA region's largest privately-owned distribution hub - Omega Logistics and Logistiq, which offers state-of-the-art third-party logistics services. Landmark Group places a strong emphasis on delivering exceptional value and achieving customer satisfaction throughout its comprehensive product range. Across its loyalty programmes, the Group enjoys a loyal customer base with more than 35 million active users. The company has a dedicated workforce of more than 53,000 employees and continues to be certified as a Great Place to Work (GPTW) since 2017.
