Assistant Mall Manager

Job description / Role

POSITION DESCRIPTION DOCUMENT

BASIC INFORMATION

PositionTitle - Mall Manager

Job Family

Retail Sales & Operations

Function / Department

Retails (Store Operations)

POSITION DETAILS

To be filled up as per the requirement of the business / unit / function / concept / territory

Grade

TBC

Reporting To

Area Manager

Corporate/Concept/Territory

Territory

Concept Name

(If Applicable)

Centre Point

LOCATION DETAILS

Please tick the correct office location ( P ) of the position selected above and fill in the other geographic details

Base Location (City)

Country

KSA

POSITION OBJECTIVE

As Store Manager for Centrepoint you'll use your people & business skills to create a retail environment that inspires both employees and customers. Through your enthusiastic approach, and commitment to excellence you will drive sales, deliver a superior customer experience, and manage a well trained and motivated team, You will play a key role in Landmark's continued success which is based on the power of our people who thrive on challenges and growth, passion & compassion, intelligent risks and responsible decisions. Creating exceptional value for all lives we touch.

DO - Key Responsibilities

- To act as an ambassador for Centrepoint, effectively managing the day-to-day operation of the store and its sales team
- Responsible for the overall success driving sales, reinforcing operation, and staff development, as well as overall service and brand integrity for the store
- Be a role model for strong product knowledge of the Centrepoint product line, as well as selling and customer service standards
- Continually monitor store processes and procedures to ensure best practice standards are in place
- Manage, supervise and coach staff in recruiting, hiring and training of store Sales Associates
- To ensure the highest level of customer service is given and measured against set objectives
- Maintain daily financial recaps and communicate and educate store management
- Full stock and stock take accountability, maintaining optimal stock levels in core and campaign best selling lines
- Full administrative responsibility for store reporting
- Management of store housekeeping and Visual Merchandising in line with Centrepoint & Landmark guidelines
- Management & maintenance of key internal & external relationships to drive the success of the store
- Drive memberships of Shukran & manage data entry requirements

BE - COMPETENCIES

Customer Centricity - Putting the customer first and striving to consistently deliver a high quality customer service

Leadership - Positive leadership qualities to motivate and support others to achieve business, team and personal objectives

Business orientated - A commitment to do what is best to achieve business growth, overcoming obstinacies and being Innovative in our thinking

Develop Others - Encouraging , supporting & inspiring others to develop confidence, capability and realise their full potential

Take ownership - Plan, adapt and work with a positive attitude to overcome barriers to change and takes direct action to continually improve and grow

Teamwork & Co-operation - Ensure that people work co-operatively together, sharing information, knowledge, innovation and ideas and building the sense of team.

Competency

Level

Behaviours

Customer Centricity

- Makes sure the business continuously develops and improves services most important to customers
- Continuously Improves customers service, based on customer feedback and industry benchmarks
- Translates customers feedback into strategic improvements

Leadership

- Articulates a vision that creates excitement, enthusiasm and

- Is a dynamic and inspirational leader

- Encourages team to take responsibility for their own work

- Proactively strives to retain effective staff

Business orientated

- Actively finds ways of improving the business through innovative thinking and ideas

- Has a vision for the future of the store and communicate this effectively to others

Develop others

- Positively strives to recognise, reward and retain effective staff

- Delegates effectively to enable staff to develop new skills

Take ownership

- Known for clarity adding value to the business and the brand

- Consciously challenges self and stretches own skills boundaries

- Gathers feedback, reflects on own development and takes responsibility for it.

Teamwork & Co-operation

- Works effectively with others to achieve shared objectives

- Contributes to sense of team and strengthens collaboration across departments

Personality

Self motivated and enthusiastic. Has ability to motivate team. Reliable & trustworthy.

DISPLAY

QUALIFICATION

Basic Qualification / Education / Vocational Training

High School Diploma

Advanced

Qualification / Certification / Specialist Training

Graduate/ Post-graduate degree in Retail Management, Business Administration and/ or specialization in Marketing

EXPERIENCE

Minimum Experience

3 - 5 years

Specific / Relevant Experience

Minimum 2 years in retail industry heading one complete section /department

COMPETECIES

Technical Skills and Knowledge
- Good Knowledge of retail processes and retail industry
- Management of P & L
- Result orientation - confident
- Teamwork & collaboration - engaged & understanding
- Communication skills - helpful, approachable & respectful
- Proactiveness and flexibility
- Report writing skills
- Leadership skills
- Coaching and Mentoring skills
- Customer service orientation
- Good Knowledge of Merchandising, Stock Management and Inventory processes
- Proficiency in English and local language

DELIVER

Perspective

Key Result Area (KRA) - Inputs

Measure - Outputs

Financial

Maximise Sales Performance

Delivery of budgeted sales target within the set time frame

Budget, plan and monitor store operating costs

Reduction of operating costs within the set time frame

Loss Prevention

Minimise store loss through security management ;

- CCTV Operational

- Guarding to SLAs

- Tagging activating

- Goods In/Door Control

Customer

Enhanced store experience

- Customer satisfaction score Improvement

- Complaint management - complaints reduction

- Mystery shopping benchmark score increases

- Staff behaviour assessments

- Social media sentiment analysis - positive feedback CP stores

Current Processes (Internal)

Adherence to Operating Manual (Internal to the organisation)

- BOE Audit Score

- Risk Audit Score

100% stock availability

Customer Feedback score % of instances of stock outs

"Build" for Future"(Capability)

Developing the technical and behavioural skills of the store team

Number of training programs attended % improvement in Performance pre and post training session Performance Management

- Cashier Behavioural observations evaluations

- Customer Feedback (Suggestions and Complaints ) - improvement from previous year(s)

- Mystery shopping Score - Improvement from previous year(s)

Retention of key talent

- Succession planning

- Career Pathway in place

Team Engagement

- Employee engagement score

- Labour turnover reduction

JOB INTERACTIONS

KEY INTERNAL INTERACTION WITH

NATURE OF INTERACTION
- Concept Managers
- Warehouse
- Operations Team
- Merchandising Team
- Marketing Manager
- Visual Merchandiser
- Human Resources
- Finance
- For Customer conversion by displaying excellent customer service
- To share best in class retail practices
- To ensure delivery of SLAs (Inclusive of Concepts)
- Building relationships for future

KEY EXTERNAL INTERACTION WITH

NATURE OF INTERACTION

- Area Management

- Operation Management

- Customer

- Peers in the industry

- Vendors/Contractors

- Shopping Mall Management

- For Customer conversion by displaying excellent customer service
- To share best in class retail practices
- To ensure delivery of SLAs (Inclusive of Concepts)
- Building relationships for future

About the Company

Founded in 1973 in Bahrain, the Landmark Group has successfully grown into one of the largest and most successful retail organizations in the Middle East. An international, diversified retail conglomerate that encourages entrepreneurship to consistently deliver exceptional value, the Group operates over 900 stores encompassing a retail presence of over 13 million sq. ft. across Middle East, India, Egypt, Turkey, Yemen and Pakistan (franchise operation). The Group employs around 31,000 employees.