Key Holder (associate Manager) in London

Position: Key Holder/Associate Manager (40 hours per week)

Location: TUMI, 128-130, Regent St., London W1B 5SE

Availability: Immediately

Duties and Responsibilities

• Acts as the leading force on the sales floor.
• Demonstrate product knowledge and manage store operations.
• Run the store independently during non-peak times.
• Provide a positive customer experience as directed in the TUMI Selling Ceremony.
• Motivate sales team to demonstrate The Difference.
• Develop new client relationships and interact with existing clients to increase sales.
• Attain monthly, quarterly sales and SPH goals.
• Build strong partnerships with co-workers and store management.
• Encourage a training and development culture with the store team.
• Ensure training roadmap is completed by the team.

Essential Duties and Responsibilities include the following:

• Assist store management with training all associates on the TUMI Difference and TUMI Elite Moments.
• Meet or exceed SPH goal.
• Convey the importance of the TUMI Customer Experience through the TUMI Selling Ceremony.
• Build client relationships through data capture and outreach with the Proximity clienteling app.
• Contribute to the attainment of sales goals and KPIs.
• Demonstrate excellent customer service through great product knowledge and positive client interaction.
• Maintain an outstanding level of productivity, ensuring downtime is used for training, coaching, follow-up, and feedback.

Communication

• Report and communicate information concerning personnel, merchandise, and operations regularly to the Store Manager.
• Business aware, ability to communicate store goals, challenges, and solutions.
• Contribute to trade feedback, know your client, purchasing trends.
• Actively participate in staff meetings to discuss sales steps, policy changes, merchandise, etc.
• Report merchandise status, best sellers, slow sellers, deficiencies, buying trends, etc. to the store manager regularly.
• Diffuse customer service concerns and defer escalated issues to the store or assistant manager.

Merchandising

• Participate in the merchandising of the store to acquire necessary skills to work independently.
• Ability to adapt VM Guidelines and make smart decisions to positively impact the business.
• Meet deadlines for window and interior changes.
• Merchandise store as directed to a high standard and direct team accordingly.
• Implement correct usage of interior signage.
• Ensure that all stock is well maintained and in good condition.
• Able to demonstrate and train team to recover and maintain VM standards.

Human Resources

• Assist in the orientation and training of new associates.
• Assist management with coordinating daily activities of sales associates.
• Support company philosophies and management of staff.
• Motivate team through regular feedback.
• Present a professional appearance in accordance with established dress code.
• Maintain meals and break schedules.
• High level of attendance and punctuality.

Operations

• Open and close the store in the absence of the manager and assistant manager.
• Maintain appropriate records and receipts for all products sold.
• Ensure cash registers and money intake balance daily.
• Ensure name capture is attempted at every transaction.
• Ensure price changes are ticketed accurately and timely.
• Notify manager of damages and partner with manager for proper returns.
• Process shipments within 24 hours.
• Maintain proper housekeeping standards.
• Maintain a secure and hazard-free environment, adhering to all H&S policies.
• Able to carry out Health and Safety procedures and ensure team adherence to all H&S guidelines.

Customer Service

• Exemplify the TUMI Difference and TUMI Elite Moments.
• Demonstrate behaviours exemplified in the Selling Ceremony.
• Ensure TUMI University training roadmap is followed and completed as directed.
• Coordinate and seek assistance from the Store Manager and Assistant Manager in closing a sale or suggesting special orders.
• Clienteling and Data Capture to build ongoing relationships with clients.
• Explain TUMI’s After Sales Service philosophy and Warranty.
• Build and maintain client relationships through the TUMI App by Proximity.
• Promptly and efficiently process all basic sales transactions.
• Achieve set goals for UPT through cross-selling.
• Maintain awareness of the competitive environment.

Loss Prevention

• Maintain inventory on the sales floor by replacing sold merchandise.
• Give feedback on low stock or out of stock to support Min/Max change.
• Take part in weekly cycle counts.
• Ensure items are checked for correct price during sales.
• Ensure items are properly checked in, ticketed, and placed on the selling floor or stockroom within 24 hours.
• Promptly report shoplifters or in-house theft.
• Control shrinkage through loss prevention awareness and good customer service.
• Assist in the organization and implementation of inventory on a seasonal or as needed basis.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Qualifications

• Previous experience in retail.
• Excellent people skills.
• Team player and motivator.
• Target driven.
• Brand sensibility.
• Good command of English.
• Flexibility.
• Productive during downtime.
• Ability to work under pressure.
• Ability to withstand constant standing, bending, and frequent lifting of luggage up to 15kg per item.
• Computer literate.