Aje & Aje Athletica Miranda Cluster Manager

OVERVIEW

The Aje Cluster Manager is responsible for growing store sales and maximising store profitability across multiple locations through direct reports and self, while maintaining customer care and operational performance.

KEY RESPONSIBILITIES

CUSTOMER EXPERIENCE
- Assisting customers with merchandise (styling, sizing, product knowledge)
- Maintaining an in-depth knowledge of the product and brand to provide advice and recommendations as needed
- Responsible for increasing the VIP customer base
- Responsible for customer and VIP customer follows ups
- Ensure customers are well-informed on any current sales, rewards programs, and store return policy
- General customer service duties such as: Greeting customers who enter the shop and fitting room service
- Converting customers into sales
- Achieving store budgets and KPIs
- Resolving customer complaints in a professional manner
- Answering queries from customers
- Dealing with customer refunds
- Responsible for security within the store and being on the lookout for shoplifters and fraudulent credit cards
- Update customer records in the company database as required
- Process payment by using cash register, credit card machines, and/or POS (point of sale) computer systems
- Providing the Assistant Store Manager with customer updates, feedback, and reports.
- Effective communication with internal and external customers, including recruiting, grooming, and nurturing relationships with all VIP customers, ensuring they are kept educated in a friendly manner regarding all new deliveries, upcoming sale activity, and VIP events.
- FINANCIAL
Accountable for all store KPIs.
- To ensure team members are aware of their financial budgets, and given the tools, training, and support to achieve them.
- To motivate and encourage team members to achieve their financial budgets.
- To ensure team members are aware of category budgets and KPI results to capitalise on every sale opportunity.
- To develop an understanding of the customer profile for their store to enhance stock consolidations, promotional opportunities, etc., to increase sales.
- Providing feedback on opportunities for the store - stock, location, promotion etc.
- To be aware of market trends, understand forthcoming customer initiatives, and competitor activity, to ensure that we are aware of what our competitors are doing and what we could be doing better.
- To ensure all transfers into the store are accepted correctly and any discrepancies are alerted to the Retail Operation Coordinator.
- To complete daily banking, unless otherwise stipulated by the Regional Manager.
- To carefully monitor spends in areas of petty cash, telephone, and electricity in line with budgets set by Head Office.

ADMINISTRATION/ STOCK
- To provide a daily Store Performance Report and a Weekly Store Performance Report
- Ensure all reports and analysis are clearly communicated to the Regional Manager
- To ensure systems are in place to control the loss of revenue due to theft, poor administration, error and waste at store level.
- To complete rosters for the month ahead. These rosters must be developed to the hours budget set and signed off by the Regional Manager before communicating with team members.
- To provide feedback to the Retail Operations Coordinator on stock opportunities, or issues with stock.
- To ensure that backrooms and reserves are maintained to protect the stock and make refilling the store a practical task.
- To ensure that team members fulfill all administrative requirements.
- To ensure that all administrative tasks are completed and submitted in line with company expectations daily, weekly, monthly, and seasonal.
- To ensure that administrative requirements, including filing, following up on customer correspondence, store feedback, etc., are maintained.

STAFF DEVELOPMENT
- Responsible for the development of each team member in the Boutique.
- Responsible for the adherence of all team members to Aje. policy and procedures, including staff presentation standards.
- Responsible for the Management of the staff wardrobe.
- To embrace the company training initiatives and ensure that training follow-up is undertaken so that team members understand that there is an expectation that they make improvements as a result of the training attended.
- To supervise team members and provide guidance to the Assistant Store Manager in their supervision of team members.
- To lead by example in delivering a high level of customer care.
- To ensure that team members are trained to always use correct sales techniques.
- To recruit high calibre team members that fulfill the company requirements, taking into consideration succession planning strategies, and who reflect the company philosophy.
- To performance counsel team members to establish company guidelines; ensuring appraisals are conducted and succession plans are established for the store, and exit interviews are conducted when appropriate.
- To identify opportunities for team