JOB DESCRIPTION

JOB TITLE – Department Manager

REPORTS TO – Unit Head and Any Other Authorized Person

DIVISION AND DEPARTMENT - Retail – Operations

JOB PURPOSE STATEMENT

Assist the Assistant Manager – Operations in meeting the required standard of Customer Delight and achieving Sales Targets.  Direct, control and supervise the work of Sales Officers/Sales Associates.

JOB CONTEXT

1. Is responsible for Pre-opening procedures - Opens Store in the morning, monitors Housekeeping.

2. Morning inspections with Manager – Operations, discuss sales and set targets for the day.

3. Sales figures of previous day.  Discuss with Staff, inform days budget.

4. Open cash point to start operations for the day - and ensure that float is entered in all operating tills on time.

5. Ensure that tills are manned – Allocation of dedicated cashiers.

6. Alternative arrangements for staff that are sick/absent.

7. Detailed Floor inspection.

8. Determine best sellers and poor sellers and derive upon a plan of action.

9. To plan layouts depending on new lines and seasons.

10. To ensure that stock is well presented and displayed.

11. Ensure that replenishment takes place regularly whenever required.

12. To plan moves on a daily and weekly basis depending on stock and new lines.

13. Ensure that proper care is taken while making ‘Moves’ within the Department.

14. Ensure that mannequins are changed regularly and that merchandise is displayed neatly on them.

15. Is present to receive deliveries and assists his colleagues and staff in doing so.

16. Getting the deliveries checked and counted in a systematic manner.

17. Send the appropriate stock to their respective Departments.

18. Report any discrepancies involved to the Manager – Operations.

19. Fax the requisitions to the warehouse/merchandisers on time, if any.

20. Is responsible for managing the whole floor to ensure smooth functioning of work and ensure that his people work as a team with good interpersonal relationships.

21. Co-ordinate time for lunch breaks/tea breaks for various staff related to his/her departments.

22. To have a very pleasing and approachable personality and disposition.

23. To ensure that his staff and himself/herself work towards giving the customer exceptional service at all times.

24. To ensure that staff take responsibility for their customers and regularly follow up.

25. To find ways to personalize service and meet with the customers unexpressed needs.

26. To ensure billing & check out is fast and efficient.

27. To be able to work long hours when required and work under pressure at times.

28. Assist in the closing of tills and cash points.

29. Closing the Store as per closing routines.

30. Responsible for upkeep of the shop floor, stock room, bins, fixtures, till points.

31. The jobholder is responsible for the maintenance of his/her floor, namely housekeeping, electrical fixtures/fittings, trial room, tills, and toilets.

32. The job holder is responsible for ensuring that the floor is well laid out, the merchandise is properly presented in the correct ratios on correct hangers with the right size sticker with appropriate signage, where required.

33. To ensure that the merchandise on the floor has the correct printed price stickers.

34. To ensure that the bin cards in the stock room pertaining to their department is properly maintained.

35. To impart product, customer service and till training to new sales associates.

36. To ensure that staff is properly groomed

37. To enforce discipline in the department and report matters of indiscipline to the higher authorities.

38. To motivate staff and maintain morale.

39. To set high standards of integrity and quality and efficiency of work by example.

40. To prepare monthly reports.

41. To be responsible for health & safety of the department.

42. To inspect and ensure cleanliness of staff rooms.

43. To aid the Manager - Operations in monitoring and controlling security at the Store.

44. To help with sales promotions and to plan different strategies to make the promotion a successful one.

45. Is responsible for Store stock reconciliation and be accountable for stock in his/her departments.

46. To plan ways to prevent shrinkage and shoplifting.

47. In addition to this department/s on which the job holder concentrates, in case of exigencies of work requirement, the services of the job holder would be utilized in other departments, stockroom, customer service desk, other Stores at the same location or any other location etc. also.

48. To carryout all other duties ancillary and incidental thereto as well as other duties assigned from time to time.

JOB ACCOUNTABILITIES

1. Maintain an accurate stock file to ensure a maximum ‘ on sale’ position for merchandise.

2. Motivate and help subordinates to attain a high standard of Customer Delight.

3. Discrepancies in stock replenishments at the Store

4. Control over known/unknown shrinkage

5. Till discrepancies.

6. Allocation of dedicated cashiers.

KNOWLEDGE SKILLS AND EXPERIENCE

1. Graduate from Institute of Hotel Management/Retail Management

2. Could also be a Graduate from any other discipline.

3. The job holder should possess good interpersonal and communication skills

4. Previous experience in the retail industry is an added advantage.  At least three years experience in a service industry.

RELATIONSHIP

EXTERNAL:

Customers - Serving or answering queries - Daily

INTERNAL:

1. Assistant Manager – Operations and Manager - Operations - Instructions/constant interaction and working contacts.

2. Other Sales Staff - Working contacts – Daily.

3. Relationship with peer group has to be excellent.  He/She has to be approachable and flexible at all times.

4. Head Office - working contacts with Operations, Buying Department, Marketing & Human Resources Department.

JOB CHALLENGES / DIFFICULTIES

1. Ensuring the highest standards of customer service.

2. To overcome the problem of Sale without purchase.

3. Work monotony owing to routine / mechanical work.

4. Dealing with difficult customers e.g. Customers who want to exchange commodities long after the prescribed time for exchange.