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As a Store Manager, you will be responsible for delivering Omnichannel acquisition and the customer experience within your customer catchment/geographical area of accountability
You will provide leadership to your respective store team to make a positive difference to our customers, teams and profitability
The role is fully accountable for fostering an inclusive culture that is aligned to our brand values: Customer Obsessed, It Starts With Me, Play to Win and We Are One
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CUSTOMER
- Deliver Customer Acquisition by growing the stores customer base and leveraging the data it provides
- Create a seamless Omnichannel Customer journey within store and ensure our customers feel like they are shopping with one brand, whether in store or online
- Coach the team on YATD techniques, regularly observing and providing feedback to ensure they are giving advice and recommendations that our customer trust, giving them the confidence to play with styles and ideas in fashion
- Create inspiring visual journeys in store, tailoring layout, merchandising, windows and mannequins to reflect the local market and customer
- Ensure the Service Promise of Easy/Smile/Care is part of the in-store ethos and led by the management team
- Proactively capture customer feedback through VOTC and act upon the opportunities it highlights to deliver best in market experiences
- Ensure all KIND initiatives are embedded (backhauling, carrier bags, waste management etc) to deliver on our KIND values
- Ensure effective deployment of the team so that our customers’ needs are met
- Recognise team members for delivering a fantastic customer experience share successes are Territory wide
- Actively support our charities and communities to ensure positive local impact in the areas in which we operate
TEAM
- Drive a culture of diversity and inclusion; this is foundational to how we recruit, develop and retain our teams
- Create an environment in which team engagement is optimised, feedback is sought and acted upon, and well-being initiatives are led by the Management Team
- Role model our Values and ensure our teams work with them in mind
- Seek out opportunities for self-development - this is as important as that of your teams
- Effective resourcing and scheduling, to underpin operational success and strong team engagement
- Coach and develop a team of high performing Omnichannel advocates who’s focus is to deliver a great experience for our customers
- Identify our top talent and support with their development to ensure we retain best in market and create clear career pathways for our teams, along with Territory succession
- Ability to lead through change with great communication skills and a willingness to adapt at pace in a changing environment
- Create a diverse learning environment for all, that inspires #TheNewLookFeeling, supporting the colleague life cycle by enabling all colleagues to grow and develop
- Create a culture that rewards and recognises strong individual and team performance, whilst strengthening our Employee Value Proposition
- Regular and effective communication with team, stakeholders and colleagues – this is fundamental to driving success
- Awareness of key people policies and procedures to allow performance issues to be proactively identified and managed
- Ensure your team are fully trained to keep the store environment safe for our customers and colleagues by understanding their responsibility to follow all H&S procedures
GROWTH
- A strong awareness of business targets and OKR measures is essential, along with a determination to succeed in the short and long term
- Execution of Trade Activity is always delivered to a high standard, with conversion opportunities maximised and markdown reduction a key focus
- Deliver strong visual execution, combined with efficient and effective operational processes to ensure opportunities for sales growth are maximised
- Ensure your team keep up to date with everything New Look has to offer so they can recommend our products and services in a genuine and authentic way, driving store performance and brand awareness
- Use omnichannel customer data, commercial data and local knowledge to inform decision making
- A willingness to share successes and actively collaborate with NL colleagues to drive the business forward is essential
- Understand how to drive our key strategic growth areas and deliver the same standard of operation and visual execution in our NL Concession locations as well as our core estate
- Actively engage with all relevant stakeholders, both internal and external, to support with driving store performance
- Ensure the 'Standard Operating Procedures' are consistently followed by the team to protect our brand and maximise efficiencies
- Actively deliver profit growth by maximising sales opportunities and showing a can-do attitude to minimising costs
- Deliver exceptional legal and operational compliance at all times, and ensure your team understand their roles and responsibilities
- Effectively manage payroll spend within budget and company guidelines. Ensuring resource is planned in advance to deliver store operations with a degree of flexibility to react
In your role, you may have the opportunity to take on the below additional responsibilities:
Multi-Site Store Manager:
- The Multi-Site Manager role is responsible for delivering Omnichannel acquisition and customer experience within their customer catchment / geographical area of accountability
- This position provides leadership to all store teams within their cluster to make a positive difference to our customers, teams and profitability
- Effective communication and planning are key to ensure business OKR’s are delivered across each site and team development/engagement aren’t compromised
- The role will be accountable for all business as usual operational and trade activity across each store/concession within their cluster of stores, along with delivering the P&L for each location
- Delivered through a combination of in store and remote management
Territory Support Manager:
- Support the Territory Leader in leading an omnichannel Territory strategy aligned to the wider market strategy to deliver agreed OKR’s and budgets
- Take full ownership of leading the Territory in the Territory Leaders absence, including execution of the Territory strategy, store visitation and workload management
- Accountable for overseeing the growth of NL as a Concession within the respective Territory, including performance analysis, weekly calls with buddy Store Manager’s and feedback to Support Centre stakeholders
- Completion of My-OT Growth calls with focus stores to support performance improvement and identify impact trends
- Drive business-led and Territory Growth initiatives such as Concessions and C&C Conversion, including periodic review of progress and identifying opportunities within markets
- Complete weekly competitor analysis to support tactical review of trading actions
- Identify opportunities and risks within the Territory P&L, including payroll forecasting and control
- Oversee any Territory store open/closure processes
- Ensure operational compliance is maintained using audit analysis to create focused action and liaising with relevant Territory stake holders
- Complete impact visits remotely and in store by exception as required
- Support the Territory Leader with data collation to inform Business and Territory decision making
- Responsible for self development and relationship build with HOR and other senior stake holders
- Provide a test environment for any change initiatives and leads subsequent Territory roll-out
People Support Store Manager:
- Responsible for supporting the delivery of the Team elements of the Territory strategy to deliver true Omnichannel focused teams, including:
- Effective recruitment
- Training, by utilising relevant Academy content and in store learning plans, alongside facilitating
development workshops where relevant
- Succession mapping to provide clear career pathways for Territory talent
- Retention
- Complete remote My-OT visits with People focus markets
- Lead change driven by Your Voice/Future Strategy Panel and provide focused challenge to relevant support centre functions
- Support SOL stores to guide new manager inductions and targeted coaching, working with the People Team to ensure all inductions and training programmes are consistently delivered to each learner to the highest standard
- Support regional well-being initiatives
- Actively drive the agenda for quarterly People reviews and create tangible Territory actions
- Keep up to date with all people policies and procedures and offer support and guidance to the Territory where needed
Customer Acquisition Store Manager:
- Responsible for supporting the delivery of the Customer elements of the Territory strategy
- Accountable for identifying opportunities within Customer data trends, including VOTC and Customer Insight and creating action at Territory level
- Use customer data to influence Business processes and decision making through stake holder management and aligned to Customer Promise
- Complete remote My-OT visits with Customer Acquisition focus markets
- Lead Territory R&R, highlighting great examples of customer-driven omnichannel advocates at store and Territory level
- Drive Territory overall Customer Acquisition OKR performance, understanding the value and impact/opportunity
- Supports maximising ‘Local’ opportunity and the correct leveraging of marketing mechanics to drive footfall and customer engagement
- Ambassadors for Store of the Future project
Health and Safety Specialist:
- Work with the Territory Leader to ensure that Health & Safety standards are at the expected levels in all stores, including reviewing reports and working with teams to improve results
- Support the H&S Induction for new Store Managers and evacuation chair training by visiting stores within the agreed timeframes
- Work with the H&S team to co-ordinate H&S training courses within each Territory
- Keep up to date with all relevant H&S policy and procedural changes and support communication to the Territory where necessary
- Attend meetings with the Group H&S team twice a year to represent feedback from the Territory and provide input to discussion points
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