Store Manager - Luxury

Overview

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750 experiential retail stores, online and through mobile apps, each touchpoint leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work.

Responsibilities

Our Store Manager is responsible for driving the store business. They work towards achieving the store sales target, build a base of loyal VIP customers by recruiting and retaining them, manage the team, and ensure full adherence to the brand's guidelines and store processes.

• Drive the Business
  • Lead by example and represent the brand by communicating its values and philosophy through all activities and interactions with customers and other team members.
  • Define, execute, and monitor the store action plan to achieve sales targets and KPIs.
  • Manage the customer database to build strong relationships with customers and create future potential selling opportunities.
  • Stay ahead of the latest trends, products, and competitors and share feedback with relevant stakeholders in the back-office team. Conduct quarterly SWOT analysis and discuss the outcome with your team and line manager.
  • Think hybrid by leveraging all types of point of sales online and offline.
• Team Leadership and Development
  • Provide a clear vision to the team about the business and store's vision and key directions.
  • Identify, recruit, develop, and retain strong talents.
  • Create a positive work environment based on trust, respect, and fairness and be the voice of the employees when needed by sharing any of their feedback, challenges, and concerns with the leadership and HR teams.
  • Act as a coach for the team members and promote a growth mindset by leveraging the Group's available learning tools and platforms and constantly monitor the team's development plans and professional growth.
  • Ensure performance improvement plans are discussed and documented in a transparent manner.
• Customer Experience
  • Develop the omnichannel mindset among the team by constantly promoting the different touchpoints of the customer experience (physical and digital).
  • Use the clienteling approach and techniques with a focus on VIPs, leveraging customer data to proactively cater to their needs and preferences, the brand's e-commerce business including different activities, offerings, activations, etc.
  • Recruit new clients and convert them into loyal VIP customers by providing them with an excellent experience and constantly networking with them.
• Operational Excellence
  • Ensure all sales and operational policies and procedures (SOPs) are followed and maintained in the store.
  • Ensure e-commerce orders are prepared and processed within the set SLAs in terms of time and quality and no fulfillment action is pending in the store.
  • Leverage available technology tools when available to support customer experience in and outside of the store (Clienteling app, OMS, WhatsApp Business, etc.) and ensure the team is well versed with it or otherwise trained on it.
  • Ensure all operating standards are followed from stock replenishment to organizing displays as per the brand's VM guidelines.
  • Ensure a healthy floor coverage by analyzing historical traffic data and anticipating peak hours.
  • Ensure that all processes are compliant with legal, safety, security, retail store operations, and HR guidelines, work closely with relevant teams to constantly improve them and escalate any issues or concerns for prompt action.

Ideal Candidate Profile

• Experience in a leadership role within a retail store in the Middle East.

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities, and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes healthcare, child education contribution, remote and flexible working policies, as well as exclusive employee discounts.

We Invite All Applicants to Apply

It takes diversity of thought, culture, background, differing abilities, and perspectives to truly inspire, exhilarate, and delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin, or disability status.

Department: Retail & Distribution
Role: Store Manager