Store Leader

Role purpose

To run a profitable Travelex business in line with our gold standards, company philosophies and operational systems. The Store Leader is responsible for the overall performance of their assigned store, reporting into the Area Manager.

Key Accountabilities

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.
- 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 wor