Customer Service à United States

The Assistant Store Manager is responsible for achieving sales targets, managing and developing the store teams to maximize profitability, maintain brand and company image, ensure operational compliance, and offer excellent customer experiences. The role is fully accountable for the daily operations of the store and its workforce in line with overall business objectives.

1. Customer

• Ensure the highest levels of customer service are delivered at all times.
• Take ownership of customer complaints and concerns, addressing them professionally, efficiently, and effectively.
• Coach and mentor store teams to enhance customer service levels through brand/product knowledge and retail understanding.
• Constantly assess team performance against key criteria to strengthen team skills.

• Drive sales and enhance business to meet KPI targets such as net sales, conversion, shrinkage, and stock turn.
• Create innovative approaches to attract new customers, increase store traffic, and improve profitability.
• Monitor stock levels, review best sellers and slow-moving stock, and develop action plans to increase sales.
• Identify causes of underperformance and drive corrective actions through analysis and commercial awareness.
• Provide analytical feedback to departments regarding product range, pricing, and competitive activities.
• Maintain full accountability for stock loss.

• Ensure team understands VM principles and standards.
• Ensure compliance with company policies, including funds management, security, personnel practices, and record keeping.
• Plan and execute in-store processes such as cash handling, stock management, and stock-take administration.
• Control store inventory, minimize stock shortages, and implement Stock Loss Action Plans (SLAP).
• Adhere to Health & Safety, Security, and Compliance policies, raising concerns promptly.
• Regularly review in-store duties, including cleaning, inspections, and checks.

• Net Sales
• Average Transaction Value (ATV), Average Transaction Units (ATU), Conversion Rate
• Shrinkage
• NPS Score
• Data Capture
• Employee Turnover

• Customer Service Expertise
• Commercial Awareness
• Selling Skills
• Analytical Ability

• A degree in Industrial Engineering, Supply Chain Management, or similar is highly advantageous.