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Store Manager

2 months ago

Hobart, Tasmania, Australia Travelex Full time

Job Summary

We are seeking a highly skilled and experienced Store Leader to join our team at Travelex. As a Store Leader, you will be responsible for the overall performance of your assigned store, reporting into the Area Manager.

Key Responsibilities

  • Grow sales and profitability of the store measured by:
    • Annual sales and profit growth
    • Customer retention
    • Sales process adherence for all enquiry streams
  • Increase product market share measured by:
    • Market share
    • Product Mix
  • Optimise the Customer Experience measured by:
    • Following the C.A.R.E selling model
    • NPS Scores
    • Conduct interviews for potential new starters
    • Effectively train, coach and develop new starters
  • Maintain a safe, secure and compliant working environment measured by:
    • SVC scores
    • KYC Error Rate
    • Spot checks
    • OCR
  • Store roster:
    • Complete and distribute store roster on regular basis to all store colleagues
    • Approve annual leave, maintain availabilities, contract and contract records
    • Take sick leave calls and arrange cover
    • Work with roster specialist for assistance with cover

Customer Service

  • Provide outstanding professional service by adhering to the C.A.R.E sales process at all times.
  • Act with honesty and integrity at all times to create high trust relationships with team and all customers.
  • Build and maintain a high repeat and referral customer base.
  • Value every enquiry from end to end by ensuring all customers leave with an outcome.
  • Drive e-receipts across all FX sales transactions.
  • Encourage customers to fill out the online Travelex satisfaction survey (NPS).

Leader & Motivator

  • Drive sales in store and fellow team members to success using the regions vision and business plan as a guide.
  • Set sales goals / deadlines on a daily basis and works to achieve and exceed these goals.
  • Inspire and motivate team members to achieve sales results and personal results by assisting team members to set and achieve their own goals.
  • Create an environment for success.
  • Lead by example in behaviour, attitude and sales performance.
  • Encourage and support VIBE

Training & Development

  • Provide ongoing training and in store development, whereby each team member completes required Travelex training material.
  • Coach team members on the behaviours, sales skills and knowledge required to be a successful team member within Travelex.
  • Identify the needs and motivators of your stores team members and act accordingly.
  • Conduct and support ongoing development of team members

Product Knowledge

  • Demonstrate a strong knowledge of the features and benefits of all core products.
  • Make confident suggestions to customers, providing them with the product/s that suits and fulfils their needs.
  • Identify product knowledge gaps of team members and arrange training accordingly, involving relative stakeholders in the business.

Store Appearance

  • Understand the current marketing campaigns and publications and how they add value to the customer.
  • Ensure that the store is complying with the bright and shiny checklist and the correct POS material is displayed.
  • Be aware of, and use, existing marketing tools and resources.
  • Identify any LSM activity in conjunction with your line manager.
  • Maintain a strong working relationship with internal and external partners.

Problem Solving & Analytical Skills

  • Know how to use available resources to solve problems.
  • Encourage and assist other team members to solve their own problems.
  • Assume a commercially balanced approach, being able to judge customer needs against Travelex's profitability.
  • Analyse store sales performance data and all other sources of relevant information comparing the stores performance to its budget and/or stretch target.
  • Probes for further information or greater understanding of a problem and makes rational judgements from the available information and analysis.

Communication

  • Conduct regular store meetings so that information is shared and inspire store team members to greater results.
  • Conduct monthly one-on-one sales meetings with all team members and ensure they have an effective plan for success to action (If a store has more than one SC).
  • Ensure all team members attend Travelex events (Town Halls, conferences, training events, etc)
  • Sets clear expectations of the store.
  • Ability to communicate effectively with all audiences.
  • Fosters and maintains a proactive working relationship with the entire retail businesses.
  • Attend the scheduled catch ups with their line manager on a weekly basis.

Financial & Business Acumen

  • Understands, monitors, tracks and drives incentives.
  • Effectively prepare the team for EOM and set deadlines.
  • Effectively prepare store for SVC audits.
  • Understand and apply the team budget, and Revenue model.
  • Ensure team understands RPM accurately.
  • Execute business plan strategies set by the line manager to improve sales results.
  • Understand and adhere to risk management policies.

Time Management & Accuracy

  • Highly organised approach to work.
  • Ability to work on multiple tasks at the same time, completing within required time frame and to a quality standard.
  • Plans day / week according to sales priorities.
  • Demonstrate effective time management skills to meet operational and compliance deadlines.
  • Ability to always check for accuracy and correctness to avoid any financial discrepancies (Shorts & Overs).