Section Manager l ZARA

Al-Futtaim; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent fashion retailer is seeking a Supervisor/Section Manager for ZARA in Kuala Lumpur. You will lead operational excellence in store, ensuring top-notch customer service and achieving sales targets. The ideal candidate has 4-6 years of retail management experience, a passion for fashion, and strong people skills. This role involves stock management and compliance with company standards, alongside promoting a positive working environment.

Qualifications

• Minimum of 4-6 years of experience in fashion retail operations in a managerial position.
• Strong people management and interpersonal skills.
• Passion for fashion brands and ability to meet targets and KPIs.

Responsibilities

• Responsible for operational excellence and achieving sales targets.
• Lead customer service efforts and support team performance.
• Manage stock and ensure compliance with company standards.

Skills

People management

Customer service

Sales performance analysis

Communication skills

Commercial acumen

Tools

Microsoft Office

Job description

Supervisor/Section Manager, ZARA

An established fashion group that has acquired the exclusive retail rights to operate stores for top fashion brand-names including ZARA, Massimo Dutti and Pull & Bear is seeking to hire top talents for our brands. We invite highly motivated and enthusiastic individuals who adore fashion and thrive on the challenge of working in this high energy industry to be part of the team.

We are looking for highly committed professionals who adore fashion and thrive on the challenge of working in a high-energy business; who are willing to share our vision of creating a new concept in customer service.

Overview of the role

Section Manager is responsible for consistent operational excellence in the store and supports the Store Manager to achieve sales targets and positive P&L responsibility, and ensures Brand compliance for the store. He / She creates a working environment which encourages Brand values, teamwork and delivery of the results and exceptional customer service.

What you will do

Sales

• Lead by example in customer service, greet customers and give assistance and ensure standards are followed to reflect a strong image for our brands and company.
• Review and analyse sales figures to identify opportunities to develop and drive sales performance at department and BU level.
• Challenge the team to improve performance compared to business and shape of chain using relevant retail metrics.
• Engage with relevant department colleagues to enlist support for local opportunities that deliver sales growth for the store.
• Analyse and demonstrate an understanding of the competition and identify opportunities to exploit at store level.
• Demonstrate an understanding of the customer and challenge the team to drive conversion, average basket, UPT and maximize sales.
• Schedule monthly and daily planning for store cover, based on sales trend/week and hours/day.

Commercial & Visual

• Deliver store standards and implement events with impact and commercial focus.
• Challenge direct reports on presentation of product and ensure business policies and seasonal launches are delivered in line with the brand principal guidelines.
• Ensure Visual Merchandising elements highlight the merchandise throughout the store to create customer awareness of our different lines.
• Consistently benchmark own standards with peer stores and competitors and look for ways to create an aspirational shopping environment for the customer in line with brand principals.

Stock Management

• Ensure following SOP in all matters related to stock management such as shipment receiving, cycle count, transfer between stores, returns, damaged items and withdrawals from shop floor; communicate with concerned department.
• Ensure proper cover for OPS team for better replenishment of best sellers on shop floor, and communicate with Commercial and Merchandiser to ensure receiving of best sellers regularly.
• Regularly review top and bottom selling lines with store manager to ensure store is carrying correct options to maximize sales.
• Regularly review stock management process and stockholding areas with direct reports and operations team to identify areas of risk and initiate action.

Service

• Actively demonstrate and role model service – doing the right thing, generating excitement and commitment to service.
• Respond to customer complaints considering that satisfying the customer is a top priority.
• Ensure effective replenishment that complies with company standards.
• Listen to and actively seek feedback from customers on service standards in their store and use the information to drive improvement.
• Drive the internal assessment process for ensuring service standards are driven on a daily basis and walk and talk service at every opportunity.
• Ensure that all employees complete required service training in regard to customer services and business expectations.

Service Measurements

• Analyse Mystery Shop report to identify areas for improvement and implement an action plan. Demonstrate an understanding of store themes at BU level and challenge direct reports to drive improvement.
• Regularly recognize excellent service in store on a regular basis, supported by clear communication.

Standards

Compliance

• Ensure that the store is adequately resourced across all areas touched by legal compliance and that people involved are knowledgeable and fully trained.
• Ensure employees are knowledgeable and always updated on SOPs.
• Implement store self-assessment audits/reviews, internal audit reports and devise action plans with the wider management team, ensuring actions are delivered.

Health & Safety

• Deliver a safe and legally compliant store trading environment for customers and employees by ensuring weekly reviews with the Health and Safety officer to identify risks and drive an action plan.
• Work to ensure any store maintenance issues are reported correctly and resolved quickly to the company standard required, escalating as appropriate.
• Cleaning contractors are regularly reviewed to ensure they are delivering to brand cleaning specifications and escalate risks appropriately.

Duty Management

• Ensure that all the section managers are trained and able to carry out the duty manager role / key holder role and manage major incidents competently.

Loss & Prevention

• Ensure that all employees understand and adhere to the cash management procedures.
• Possess high integrity and adhere to cash and security procedures with all security log forms populated truthfully.
• Carry out routine checks on stockroom and shop floor and look for loose alarms.
• Check TGT after every stock take and note items that might be due to theft. Deploy staff to those zone areas and take precaution on those items.
• Be vigilant and look out for shoplifters or anything that is out of the norm.

People

People policies and Process

• Implement company policies and processes for managing absence, leave, addressing disciplinary issues and supporting the management team.
• Demonstrates an understanding of HR policies to drive improvement in employee behavior and outcomes.

Voice of Employee

• Engages with the employees on a regular basis to build a strong working partnership that promotes good communication and involvement throughout the store.

Performance Development (PDR)

• Partners with Store manager and HRBP to ensure staff completes required trainings through a Training Calendar and ensures reporting of training activity as required.
• To participate in performance reviews of employees.

Costs Control

Profitability

• Deliver efficient use of FTE in the store which is comparable to MPC to Sales ratio and productivity.
• Challenge teams to deliver shrinkage targets through accurate management of all stock systems and people processes.

Cost improvement

• Create a robust Cost Improvement action plan for the store which looks for opportunities to drive improvement.

What equips you for the role

• Minimum of 4-6 years of relevant experience in fashion retail operations in a managerial position with a successful track record, in fashion/sports retail industry
• Strong people management, excellent interpersonal skills and service oriented
• Motivated and can work towards set targets and KPI's
• Experience with and passion for fashion brands
• Commercial Acumen
• Excellent communication and interpersonal skills
• Applicants must be willing to work according to retail operation hours and on public holidays
• Proficient in Microsoft Office and Internet savvy