Team Manager

Position Title:

Team Manager

Position Overview

This role will 1) effectively lead and support the assigned members of a BRAND store to meet and/or exceed commercial sales targets in partnership with the rest of the team 2) Onboard Coach and Develop the team providing regular feedback to maximise performance engagement and innovation 3) regularly analyse the peformance of the business to drive for better results and 4) Build a culture of delivering exceptional client experiences and client development.

Key Accountabilities

% of Time

Store & Team Performance: Lead a team of 5-10 Client Advisors to develop daily/ weekly /monthly/quarterly action plans to exceed their commercial sales targets.

Deliver and execute on pre-determined commercial sales targets

Understand and analyse the business needs productivity KPIs and provide business insights to determine business performance against commercial sales targets

Improve business performance by implementing actions with clients team VM Merchandise or operations.

Lead the execution of retail excellence standards.

Partner with senior retail management to monitor leverage knowledge of competitor activity and implement action plans accordingly.

Master the selling ceremony techniques and BRAND Touch to deliver service excellence.

40%

Develop a High Performing team: Is floor-based to deliver daily coaching and development to CAs to elevate their ability to maximise client experience and achieve our commercial targets. Supports CAs in rescuing sales.

Drives performance through regular on-the spot coaching conversations (80% of time spent on the sales floor)

Embody and inspire the highest luxury standards in presentation and behavior. Following up with the team with feedback or coaching where expectations are not met.

Onboards Coaches and Develops the assigned team to maximise performance to acheive/exceed pre-determined commercial sales targets

Effective and motivating use of company resources to coach and develop team (dashboards VOC Client feedback surveys)

Engages motivates and inspires team to achieve service excellence and results accountability through employee recognition and company initiatives

In partnership with senior management create and execute team development plans address and action performance management issues of assigned team in timely manner through consistent feedback.

Identify and recruit talents to conribute to the team.

Determine store wide training or development needs in partnership with Training. Provide regular team coaching as part of morning breifings tailored to opportunties.

30%

Build and develop best in class client centric teams:

Partner with your team to ensure they are able to execute on pre-determined client portfolio growth and sales targets cultivating clients with personalized interactions.

Coach and monitor assigned teams cultivation practices ensuring client portfolio growth targets high repeat rate and sales goals achieved. Assists CAs in curating elevated memorable experiences for client.

Deliver high team data capture rate (90%) with a focus on the quality of information gathered and ensure consistency of personalized outreach

In partnership with client relations provide support to team to cultivate high value and high jewelry clients.

Ensure assigned team identifies and creates private appointments daily to generate sales and build client portfolio.

Identifies daily opportunities to generate energy brand personality and elevate client experience through the use of hospitality gifting.

Share client centric event opportunities and partner with Store manager Client Relations (if in store) and Client Events to support events.

Ensure highest levels of in-store luxury experience at all times (NSS and Customer Satisfaction Scores)

Perform client recovery resolving client issues/complaints.

30%