Shop Manager

LVMH; Kuwait; On-site; KWD 9,274 - 15,457; Full time

Job summary

LVMH is seeking a Client Experience professional in Kuwait to provide leadership and support to ensure client satisfaction in our retail environment. The candidate will focus on coaching the team, meeting operational KPIs, and enhancing customer experiences through strategic initiatives.

The ideal candidate should possess strong leadership skills, a background in customer service, and the ability to analyze market trends to boost sales and overall client interactions.

Qualifications

• Proven experience in team leadership within a retail environment.
• Strong skills in customer service and satisfaction metrics.
• Ability to motivate and inspire team members to achieve KPIs.

Responsibilities

• Provide support to the team to ensure client satisfaction.
• Analyze KPIs and propose action plans for improvement.
• Motivate and develop the team through daily coaching.

Skills

Team leadership

Customer service

Sales techniques

Coaching

Market analysis

Job description

Client Experience

• 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 in order to enhance the client experience
• Maintain and enforce 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 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
• 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
• 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