Pro Shop Manager Serengeti Golf Club

Global Golf Retail
Kempton Park, Gauteng, South Africa
Undertake a leadership role in front-of-house operations managing the activities of Golf Shop Team members.

Create an environment which delivers superior customer service through excellence in customer engagement, identification of customer needs, wants and desires, providing correct product solutions, technical knowledge and selling skills, easy to shop environment.

Responsibilities

1. Achieve Budget Sales and Margin
2. Superior Customer Service
3. In store Merchandising standards
4. Staff development and management
5. Develop & Maintain knowledge & skills on Custom Fitting Services

Skills and Qualifications

1. Business acumen
2. Self Motivation
3. Golf Operations Experience
4. Communication
5. In depth product knowledge of Golf equipment

Budget Responsibilities

1. Set monthly and weekly budgets for Golf Shop Team Members
2. Manage sales staff daily against % of budget in the following areas:
1. Overall sales
2. Margins
3. Markdown sales
4. Used sales
5. Number of customer engagements
3. Management of basket size through up-selling, on selling and other sales techniques
4. Control discounts to maximize margin
5. Develop Team Member's ability to maximise sales opportunities through basket size and margin management
6. Conduct weekly analysis and interpretation of the Stock and sales report; Clearance report etc.

Customer Service Responsibilities

1. Ensure the company purpose (making friends & helping them play better golf more often) is fully understood and lived by all team members in daily activities
2. Deliver a superior customer service experience to all customers
3. Maintain and enforce the company service non-negotiable
4. Monitor and maintain the Global Golf / Steenberg Golf Club Member and Guest Philosophy
5. Be present on the sales floor interacting with Customers and Sales Staff for no less than 6 hours per working day
6. Deal with customer complaints decisively and with empathy in a way both protects company interests while leaving the customer feeling satisfied
7. Resolve all customer complaints within 24 hrs and provide feedback to the Operations Manager
8. Ensure that the minimum number of Sales Staff has been established to meet Customer Service standards and subsequently ensure that there are always sufficient staff on duty to service these requirements
9. Ensure call back targets are known and understood by all Team Members and follow up on compliance no less than once a week
10. Identify under performers and coach and develop
11. If there is no change in behaviour after 30 days, commence formal performance management processes
12. Follow up on the implementation, active use and management over back orders
13. Ensure that any back order is logged onto InTouch within 15 minutes of the order being received
14. Perform random sample audits of special orders to ensure that they have been logged onto the system
15. Ensure that Team Members keep customers informed as to the progress of outstanding orders once a week

Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Management and Manufacturing