Assistant Shop Manager, Concessions - Selfridges

ABOUT THE ROLE

Location: Selfridges – 400 Oxford St, London W1A 1AB, UK

Status: Full Time

Compensation: Competitive

Position Summary:

The Assistant Shop Manager is primarily responsible for creating, maintaining and supporting a best-in-class customer experience in their store. Working under the direction of their Shop Manager, the Assistant Manager will ensure their sales team is set up for success. Overseeing a sales team that consists of Shop Supervisors and Associates, the ASM will consistently look to execute initiatives that are designed to drive customer satisfaction. From providing product knowledge, to completing transactions at the register, the Assistant Shop Manager can step in to support their team throughout the customer experience. Following the guidance and direction of the Shop Manager, the ASM helps establish individual and team goals for the sales team. Leveraging their Shop Supervisors and Client Advisors, the Assistant Shop Manager works to continuously elevate the customer’s experience and overall satisfaction. The AM will efficiently address any customer issues and elevate any matters to the Shop Manager and/or HQ business partners, when appropriate. The Assistant Shop Manager can provide support across all functionalities of the business, as assigned by the Shop Manager or as the business requires

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business.

RESPONSIBILITIES

Primary Responsibilities:

• Creates, supports, and maintains a top performing sales team by remaining focused on the customer experience.
• Continuously monitors the customer experience for areas of opportunity and overall improvement.
• Assists in maintaining systemic processes as assigned by their Shop Manager or as the business’ needs require.
• Executes initiatives designed to improve the customer experience and drive customer satisfaction.
• Supports any communication with HQ business partners, as assigned by the Shop Manager.
• Provides feedback on individual and team performance to the Shop Manager, for training & development purposes.
• Assist with delivering Product Knowledge or Brand Education to the store team.
• Acts as a liaison between their store and HQ, in the absence of the Shop Manager.
• Works collaboratively with all members of the management team, to ensure all brand & company standards are consistently met.
• Maintains a working knowledge of all aspects of the business, to provide guidance or support when needed.
• Assists the management team to achieve performance goals and execute standard operating procedures.
• Supports the store’s management team to ensure work tasks are completed in a timely and efficient manner.
• Oversees and completes opening & closing procedures, as required by the business.
• Guide work activities during the day, as well as before and after normal store operating hours.
• Helps complete store administrative responsibilities when directed by the Shop Manager.
• Assist with housekeeping responsibilities including but not limited to, dusting, sweeping, collection of trash, and other tasks traditionally associated with standard retail operations.

Special Projects/Tasks:

• Assist with Inventory counts as business needs require.
• Assist Merchandising team during visual initiatives as required by the business.
• Lead any Store visits in the absences of the Shop Manager

REQUIREMENTS

Availability:

• Open & flexible availability, including but not limited to evenings, overnights, and weekends as well as Holidays.
• Availability to consistently work weekends, special projects, drops/releases or as the business’ needs require.

Experience:

• 2-3 years of leadership experience in a customer-facing role.
• 3+ years of retail/apparel operations experience.
• 2+ years leading a team of Supervisors.
• Experience in a commission-based environment is a plus.

Skills/Abilities:

• Thorough communication and comfortable delegating tasks and responsibilities.
• Ability to efficiently multitask and manage multiple projects at once.
• Comprehensive computer skills, including but not limited to Microsoft Suite, Google Suite and Point of Sales systems.
• Ability to perform business math and simple business accounting.
• Ability to stand and walk for prolonged periods of time.
• Ability to lift and move 25lbs.
• Ability to perform standard tasks that are related to retail operations including but not limited to, bending, twisting, and climbing ladders/step stools.

WHO YOU ARE

Professional Characteristics:

• Organized and detail oriented
• Comfortable with following up and holding themselves and others accountable
• Balanced between Operations and People Management
• Career driven

Personal Characteristics:

• Initiative taking
• Natural born leader
• Reliable