Fashion Retail Operations Job Family

Job Family Overview

Jobs in this family are focused on the provision of excellent customer service and the achievement of sales and profitability targets in Azadea’sfashion retailstores
Level / Title / Purpose
1 / Sales Associate
Cashier / To greet, assist and serve customers on the shop floor at any and all points in the shopping experience in order to ensure the provision of the highest standards of customer service and the achievement of maximum sales
2 / Merchandiser / To work with the Shop Manager and/ Department Manager to maximise shop sales opportunities through excellence in in-store creative visual merchandising
3 / Assistant Manager / To serve customers on the shop floor and to assist the Department Manager in the effective running of the store Department in order to ensure the highest standards of customer service are achieved and maintained
4 / Department Manager / To direct and control shop floor activities for the store Department in order to ensure that Department operations are carried out in the most efficient and effective manner and the highest standards of customer service are achieved
5 / Shop Manager / To lead and manage the store operation to deliver the highest standards of customer service and maximise sales and profitability in line with company objectives

Fashion Retail Operations Job Family

Level One: Sales Associate / Cashier

Role Purpose:To greet, assist and serve customers on the shop floor at any and all points in the shopping experience in order to ensure the provision of the highest standards of customer service and the achievement of maximum sales
Key Accountabilities / Performance indicators
  1. Ensure the shop floor and shelves are kept clean and tidy at all times
/
  • Customer feedback

  1. Be polite and friendly to customers at all times in order to support the achievement of the highest standards of customer service
/
  • Customer service measures
  • Direct customer feedback

  1. Greet customers in a friendly and courteous way on entry to the shop in order to ensure customers feel welcome and to contribute to a positive overall shopping experience
/
  • Customer feedback

  1. Serve customers efficiently and courteously on the shop floor, in the changing rooms and/or at the cash register in order to ensure the provision of the highest standards of customer service at all points in the shopping experience
/
  • Customer feedback

  1. Replenish and re-merchandise stocks on the shop floor on an ongoing basis in order to ensure maximum range and size availability at all times
/
  • Shop floor stock availability
  • Condition of displays

  1. Ticket, arrange and display merchandise, under the direction of the Merchandiser / Manager in order to promote sales
/
  • Items correctly ticketed and displayed

  1. Help customers try on clothes, providing advice on fit, style, fashion and colour if required, in order to support their purchase decision/s
/
  • Customer feedback

  1. Ascertain customers’ wants or needs and recommend, select and help locate merchandise in order to meet their needs and desires
/
  • Accurate location of suitable merchandise
  • Customer feedback

  1. Watch for and recognise security risks and thefts, preventing or handling these situations as far as possible in order to minimise losses
/
  • Stock loss statistics

  1. Maintain knowledge of current sales and promotions, policies regarding payment and exchanges and security practices in order to ensure store policies are adhered to at all times
/
  • Adherence to store policies

  1. Compute sales prices, total purchases and receive and process cash or credit payments efficiently and courteously
/
  • Speed and accuracy of payment transaction
  • Customer feedback

  1. Open and close cash registers, count money, separate charge slips, coupons and vouchers, balance cash drawers and make deposits in order to ensure cash control is maintained at all times
/
  • Accuracy
  • Cash control

Level One: Sales Associate / Cashier (Contd.)

quaLIFICATIONS, Experience & SKILLS
  • High School graduate, ideally with previous practical shop work experience
  • Knowledge and understanding of store operating procedures
  • Knowledge and understanding of POS operating procedures
  • Thorough understanding of the brand
  • Fashion knowledge
  • Ability to work as part of a team
  • Strong customer service skills
-customer needs assessment
-meeting customer service quality standards
-evaluating customer satisfaction
  • English and locally required language skills – written and spoken

COMPETENCIES
  • Achievement Drive : Level 1
  • Acting Decisively : Level 1
  • Brand Passion : Level 1
  • Focusing on Customer : Level 1
  • Providing Solutions : Level 1
  • Teamwork & Collaboration : Level 1

Fashion Retail Operations Job Family

Level Two: Merchandiser

Role Purpose:To work with the Shop Manager and Department Manager to maximise shop sales opportunities through excellence in in-store creative visual merchandising
Key Accountabilities / Performance indicators
  1. Organise and maintain window displays and customer visuals in store in line with the brand image and customer profile
/
  • Adherence to brand image
  • Quality of displays and visuals

  1. Replenish and re-merchandise stocks on the shop floor on an ongoing basis in order to ensure maximum range and size availability at all times
/
  • Shop floor stock availability
  • Condition of displays

  1. Work with the Sales Associates to ensure the right visual environment is created and maintained at all times
/
  • Effective maintenance of visual environment

  1. Understand and implement promotional activity through the creative and effective use of customer visuals
/
  • Quality of visuals
  • Effectiveness of promotion

  1. Ensure that brand integrity is maintained at all times through the appropriate use of displays, graphics and equipment
/
  • Maintenance of brand integrity

  1. Liaise with regional purchasing and marketing teams to exchange information on brand and in-store activity
/
  • Effective information exchange

  1. Trial new merchandising ideas in store and provide feedback to regional Brand Managers
/
  • Effective feedback provided
  • New ideas properly trialed

  1. Work with the Department Manager to monitor / analyse the sales / stock situation in order to support decision making on order requirements
/
  • Proactive contribution to sales / stock monitoring

  1. To serve shop customers as required, as described in Level 1
/
  • As described in Level 1

quaLIFICATIONS, Experience & SKILLS
  • High School graduate, with 1-2 years previous visual merchandising experience
  • Knowledge and understanding of visual merchandising principles and practices, which may have been gained through formal study
  • Knowledge and understanding of store operating procedures
  • Excellent understanding of the brand and customer profile
  • Excellent layout and visual merchandising skills
  • Fashion knowledge
  • Ability to work as part of a team
  • Strong customer service skills
-customer needs assessment
-meeting customer service quality standards
-evaluating customer satisfaction
  • English and locally requiredlanguage skills – written and spoken

Level Two: Merchandiser (Cont’d.)

COMPETENCIES
  • Achievement Drive : Level 1
  • Acting Decisively : Level 2
  • Brand Passion : Level 2
  • Communication : Level 1
  • Focusing on Customer : Level 2
  • Providing Solutions : Level 2
  • Teamwork & Collaboration : Level 1

Fashion Retail Operations Job Family

Level Three: Assistant Manager

Role Purpose:To serve customers on the shop floor and to assist the Store/ Department Manager in the effective running of the Store/Department in order to ensure the highest standards of customer service are achieved and maintained
Key Accountabilities / Performance indicators
  1. To serve shop customers, as described in Level 1
/
  • As described in Level 1

  1. Ensure the effective communication of sales plans and targets to the Store/Department team – managing performance, developing and motivating employees - in order to ensure the highest levels of performance and the achievement , or exceeding, of sales targets.
/
  • Sales staff are aware of targets
  • Sales targets are achieved, or exceeded

  1. Assign routine and non-routine tasks and duties to Sales Associates, Cashiers and the Merchandiser in order to ensure that activities are carried out in the most efficient and effective way
/
  • Clear communication of duties

  1. Input to the preparation of staff rosters in order to ensure that the Store/Department manpower is effectively matched to store operational requirements that will enable the achievement of the highest standards of customer service at optimum cost
/
  • Efficient job planning
  • Manpower efficiently matched to operational needs
  • Customer service measures

  1. Attend and/or run daily Store/Department meetings in order to ensure all Department activities and events are properly understood and communicated.
/
  • Effective meeting management
  • Clarity of communication
  • Proactive contribution to meetings

  1. Conduct on the job training, demonstration and instruction for new and/or existing employees in order to support their development and ensure the highest standards of performance and customer service are achieved
/
  • Clarity of instruction
  • Effective skill transfer

  1. Deal with any operational issues or problems as they arise, resolving or escalating problems as appropriate, ensuring continuous customer service
/
  • Issues resolved quickly
  • Minimum impact on customer service

  1. Assist and support the Department Manager and / or Shop Manager in placing product orders and maintaining inventories in order to ensure effective stock management
/
  • Stock inventories accurate and up to date
  • Optimum stock levels maintained to meet operational needs
  • Range and size availability

Level Three: Assistant Manager (Cont’d.)

quaLIFICATIONS, Experience & SKILLS
  • High School graduate, with minimum years previous retail shop experience
  • Full knowledge and understanding of store operating procedures
  • Excellent understanding of the brand and customer profile
  • Good understanding of layout and visual merchandising techniques
  • Fashion knowledge in Department area (women’s wear menswear; children’swear)
  • Ability to work as part of a team
  • Team leadership skills
  • Problem solving skills
  • Well developed customer service skills
-customer needs assessment
-meeting customer service quality standards
-evaluating customer satisfaction
  • English and locally required language skills – written and spoken

COMPETENCIES
  • Achievement Drive : Level 2
  • Acting Decisively : Level 2
  • Brand Passion : Level 3
  • Communication : Level 2
  • Developing Others : Level 1
  • Embedding an Accountability Culture : Level 2
  • Focusing on Customer : Level 3
  • Leading & Motivating Others : Level 2
  • Providing Solutions : Level 2
  • Teamwork & Collaboration : Level 3

Fashion Retail Operations Job Family

Level Four: Department Manager

Role Purpose:Todirect and controlshop floor activities for the store Department in order to ensure that Department operations are carried out in the most efficient and effective manner and the highest standards of customer service are achieved
Key Accountabilities / Performance indicators
  1. To serve shop customers, as described in Level 1
/
  • As described in Level 1

  1. Ensure the effective implementation of plans, policies and procedures through leadership of the Department team – setting goals and objectives, managing performance, developing and motivating employees - in order to ensure the highest levels of performance are achieved.
/
  • Individual objectives, training and development plans in place for all team employees
  • Ongoing management of performance through provision of formal and informal feedback and appraisal.

  1. Assign routine and non-routine tasks and duties to Department staff in order to ensure that activities are carried out in the most efficient and effective way and customer service policies and procedures are followed
/
  • Clear communication of duties
  • Adherence to customer service policies and procedures

  1. Plan and prepare staff rosters in order to ensure that manpower is effectively matched to Department operational requirements that will enable the achievement of the highest standards of customer service at optimum cost
/
  • Efficient job planning
  • Manpower efficiently matched to operational needs
  • Customer service measures

  1. Monitor and control any overtime activity in order to ensure that manpower costs are minimised
/
  • Actual overtime costs versus budget

  1. Attend and/or run daily Department meetings in order to ensure all Department activities and events are properly understood and communicated.
/
  • Effective meeting management
  • Clarity of communication
  • Proactive contribution to meetings

  1. Conduct on the job training, demonstration and instruction for new and/or existing employees in order to support their development and ensure the highest standards of performance are achieved
/
  • Clarity of instruction
  • Effective skill transfer

  1. Deal with any operational issues or problems as they arise, resolving problems as appropriate, ensuring continuous customer service
/
  • Issues resolved quickly
  • Minimum impact on customer service

  1. Monitor stock levels, maintain inventories and inform Manager of re-order requirements OR personally re-order stocks, in order to ensure there are adequate stocks to ensure maximum range and size availability at all times
/
  • Stock inventories accurate and up to date
  • Optimum stock levels maintained to meet operational needs
  • Range and size availability

  1. Oversee the implementation of promotional activity, ensuring that goods are properly priced and merchandised and sales staff understand the terms of the promotion in order to maximise promotional sales opportunities
/
  • Promotion sales figures

Level Four: Department Manager (Contd.)

Key Accountabilities / Performance indicators
  1. Contribute to staff recruitment in order to support the recruitment of high calibre Sales Associates that enable the Department to meet its sales and customer service objectives
/
  • Staff turnover
  • Number of vacancies

  1. Analyse customer feedback and take action to ensure improvement / maintenance of customer service standards
/
  • Ongoing customer service measures
  • Prompt corrective action/s

Department Manager

quaLIFICATIONS, Experience & SKILLS
  • High School graduate, with 3-5 years previous practical retail fashion work experience.
  • May have a formal retail management qualification
  • Full knowledge and understanding of store operating procedures
  • Working knowledge of local health and safety legislation
  • Excellent knowledge of Department product range
  • Excellent fashion knowledge in Department area (women’s wear menswear; children’swear)
  • Excellent understanding of the brand and customer profile
  • Excellent understanding of layout and visual merchandising techniques
  • Team leadership skills
  • Well developed interpersonal skills
  • Problem solving skills
  • Decision making skills
  • Excellent customer service skills
-customer needs assessment
-meeting customer service quality standards
-evaluating customer satisfaction
  • English and locally required language skills – written and spoken

COMPETENCIES
  • Achievement Drive : Level2
  • Acting Decisively : Level2
  • Brand Passion : Level 4
  • Communication : Level 3
  • Developing Others : Level 2
  • Embedding an Accountability Culture : Level 3
  • Focusing on Customer : Level 4
  • Leading & Motivating Others : Level2
  • Providing Solutions : Level2
  • Teamwork & Collaboration : Level 3

Fashion Retail Operations Job Family

Level Five: Shop Manager

Role Purpose:To lead and manage the store operation to deliver the highest standards of customer service and maximise sales and profitability in line with company objectives
Key Accountabilities / Performance indicators
  1. Develop and implement store operating plans, policies and procedures in line with corporate branding in order to achieve and exceed sales and profitability objectives
/
  • Production and communication of plans, policies and procedures
  • Sales and profitability figures

  1. Ensure the effective implementation of plans, policies and procedures through leadership of the store team – setting goals and objectives, managing performance, developing and motivating employees - in order to ensure the highest levels of performance are achieved.
/
  • Individual objectives, training and development plans in place for all team employees
  • Ongoing management of performance through provision of formal and informal feedback and appraisal.

  1. Manage staff recruitment in order to ensure the recruitment of high caliber staff that enable the store to meet its objectives
/
  • Staff turnover
  • Number of vacancies

  1. Oversee the development of store operational procedure improvements in order to ensure the ongoing development of customer service provision and standards and maximum sales / profitability performance.
/
  • Proactive development of proposals

  1. Ensure store compliance with health and safety regulations and all other company procedures, taking corrective action as appropriate
/
  • Compliance with regulations and procedures

  1. Develop and maintain good working relationships with external agencies and suppliersin order to support the smooth operation of the store
/
  • Up to date knowledge of relevant personnel / contacts
  • Ease of access to and communication with external agencies and suppliers

  1. Ensure stock is effectively measured, controlled and managed in compliance with corporate stock management procedures
/
  • Stock loss as % sales minimised
  • Inventory data accuracy
  • Range and size availability maximised

  1. Manage order placement / requisitioning activities in order to maximise sales and meet stock performance objectives
/
  • Sales figures
  • Returns to distribution centre minimised

  1. Ensure all ranges are effectively merchandised in line with brand image and standards
/
  • Maintenance of brand integrity
  • Quality of visual displays

  1. Ensure cash management policies and procedures are followed and cash registers are accurately reconciled
/
  • Policies and procedures adhered to

Level Five: Shop Manager (Contd.)

Key Accountabilities / Performance indicators
  1. Personally resolve critical store operational problems in order to ensure operational effectiveness and to minimise impact on customer service levels
/
  • Speed of response to critical issues
  • Effective problem solving / resolution

  1. Investigate and resolve customer complaints to customers’ satisfaction regarding products and/or service
/
  • Effective complaint resolution
  • Customer feedback

  1. Liaise regularly with senior store operations management and other Shop Managers in order to understand ongoing brand activities and developments and share best practice and ideas
/
  • Regular liaison
  • Effective information exchange

  1. Prepare management information reports on store performance in order to ensure that Senior Business Managers have the relevant information needed to support operational decision-making.
/
  • Timely and accurate production of reports

  1. Research and monitor local fashion retail activities and trends in order to ensure informed decision making on product offerings; store promotions; etc.
/
  • Up to date knowledge and understanding of market structure, trends and activities

quaLIFICATIONS, Experience & SKILLS
  • High School graduate, with 5 years previous practical retail fashionwork experience, 1-2 years of which should be at operational management level, OR
  • University degree in Retail Management, or related subject, plus 2-3 years experience
  • Excellent knowledge and understanding of store operating procedures
  • Full Working knowledge of local health and safety legislation
  • Knowledge and understanding of financial planning and budgeting processes
  • Excellent knowledge of store product range
  • Excellent fashion knowledge across all ranges – (women’s wear menswear; children’swear)
  • Excellent understanding of the brand and customer profile
  • Excellent understanding of layout and visual merchandising techniques
  • People management skills
  • Operational planning skills
  • Objective setting skills
  • Well developed interpersonal skills
  • Problem solving skills
  • Decision making skills
  • Excellent customer service skills
-customer ends assessment
-meeting customer service quality standards
-evaluating customer satisfaction
  • English and locally requiredlanguage skills – written and spoken
  • Good communication skills – written and verbal

Level Five: Shop Manager (Contd.)