Job vacancy Branch Manager

JM, St. Ann

• The Draxhall Store Total Manager is the branch manager for the Total Tools - Draxhall Store. The Draxhall Store Total Manager will oversee daily operations and ensure it run smoothly and effectively.
• As the Total Manager, you will be responsible for motivating the teams to fulfill sales goals, developing business strategies, and upholding the operational and organizational standards, efficiency and effectiveness of the store.
• Additionally, you will support with the recruiting, hiring, and training of new staff, and take on other administrative tasks as needed, such as monitoring inventory levels, overseeing the repairs & rental departments processes and procedures.
• You are expected to be an excellent communicator, demonstrate impeccable leadership skills and lead by example.

Responsibilities
General

• Show clarity and confidence with the ability to make important decisions in keeping with the company’s goals and objectives.
• Learn, understand, adhere to and manage the various polices, processes and procedures that govern each department of the store.
• Gain in-depth knowledge about the types of products, parts, tools & equipment sold, repaired, rented and sourced by the company. This empowers the ability to articulate and edify our unique selling position to both internal and external customers.
• Understand the marketplace and audience to develop strategic plans.
• Participate in management meetings providing the key reporting details, presenting major concerns while adding value to the collective conversation that supports the company’s goals.
• Undertake financial-planning tasks, including managing the store budget
• Act as chief cashier (when necessary) to check off, balance and close out the sales day
• Understand the standard operating procedures (SOPs) of the security officers and ensure they are adhering to same.
• Oversee office management and administrative processes (where necessary) such as categorizing, organizing and filing.
• Ensure the store environs, parking lot, front yard, show room floor, warehouse spaces, back offices and technician workshops are maintained clean, organized and inviting to both the customers and staff.

Inventory

• Understand, adhere to and reinforce all inventory policies, processes and procedures.
• Monitor inventory levels and request either the restocking of our standard items, the reorder of our seasonal items or the order of new items as needed
• Monitor the shop-use stock and request the reorder of same when needed.
• Apply creativity and strategize a visually appealing store layouts and displays that are effective in ensuring customer find items with ease.
• Properly arrange promotional material and in-store displays
• Communicate information about product availability, restocking timelines, expected deliveries, and new stock alerts in a timely manner to the inventory team.
• Maintain the appearance of the store through dusting, cleaning, properly organizing and restocking of merchandise.
• Organize and support the teams for outdoor Expos, Trade Shows, Live Demonstrations and Events and help in preparation the displays, marketing paraphernalia etc. 

Customer Service

• Show strong leadership skills and an empathetic approach to management.
• Participate in the advertising, recruiting & hiring of new staff along with the HR department.
• Support with the orientation & onboarding process of new staff
• Understand the various department (retail, rental & repairs) processes, policies & procedures to ensure they are adhered to and continually reinforced with the staff.
• Oversee the training and development of new staff, leading by example and ensuring efficiency in the training process
• Identify skill & performance gaps in existing staff and where necessary, their training and development.
• Monitor the performance of staff and department supervisors.
• Lead by example through maintaining professionalism in punctuality, dress and decorum while ensuring staff does the same.
• Conduct weekly leadership sessions with team leaders and supervisors to share objectives, address concerns and ensure team is on the same wavelength to meet the objectives. 
• Provide support in each department to give oversight while continually learning and understanding the requirements of each role within the department.
• Fill in where necessary in the event of short-staffed day or new staff (trainee) development.
• Conduct quarterly personnel performance appraisals, providing clear and actionable feedback and delivering constructive criticism & training recommendations to help staff improve.
• Collaborate with HR to plan & schedule staff recreational and team building activities.
• Empower staff through recognition and reward initiatives.
• Support HR with scheduling of staff ensuring proper coverage, effective support in each department and ensuring the of their weekly work hours. 

Customer Experience

• Occasionally shadow the Total Consultants and Total Specialists to ensure proper processes and procedures are followed and delivered with the highest customer service.
• Foster an environment of customer engagement through various mediums to: explain policies & procedures regarding the department processes, confirm sales/repairs/rental before actioning, inform them early about changes, check-ins after transactions to get their feedback on experience with our product or service, thank them for their business at the completion of their shopping/rental experience.
• Respond promptly to customer inquiries and complaints via phone (call or WhatsApp) or in person.
• Ensure customer satisfaction and always provide professional customer support.
• Interpret relevant information from customers and make suited recommendations
• Take counsel from the customers and propose plans to implement their suggestions.
• Recommend and Manage process & procedure improvements that are in favor of enhancing the customer experience.

Reporting

1. Prepare and present key reports to the Head of Operations in the established timelines.
2. Be prepared to expound on and discuss key areas of the monthly reports at management meetings.
3. The reports to be presented should include but are not limited to the following:

• Daily Staff report - daily attendance, punctuality and any health and safety concerns.
• Monthly Staff report - expound on the daily to include staff feedback, observations and recommendations to improve the processes & procedures that improve the effectiveness and efficiency of the staff.
• Quarterly staff report – expound on the monthly to include, completed staff appraisals, training recommendations, development plans and recommendations for probationary reinstatement, department transfer or dismissal.
• Daily sales report- general sales number for the store.
• Weekly sales report- broken down by department & customer category (cash vs credit). This should include average basket size, missed sales due to out of stock or any other key indicators.
• Monthly sales report- expounding on the weekly sales report but to also capture the pending, in progress or outstanding sales situations. This should capture the reason for the outstanding status, the strategy to close these and the expected timelines for closure. This should also include customer feedback, observations and recommendations that could add value to the team and increase sales.
• Weekly Inventory report- to include challenges, highlight stock losses and reasons for same, critical or out of stock that could impact future sales,
• Monthly Inventory report- expounding on the weekly inventory report while stating stock status, recommending promotions & prices, forecasting additional stock needs due to momentum, market activities & trends and highlighting the need for seasonal items with the support of marketing initiatives.
• Weekly Security Report- capturing extraordinary events and concerning incidents that include but not limited to theft, damage, uncooperative customer concerns, uncooperative staff, accidents, observations and recommendations to improve the processes and procedures of security for the safety and security of the store.

KEY PERFORMANCE INDICATORS (KPIs) - 90 Day Probationary Period

1. Ensure fully stocked shelves
2. Stay on top of Purchasing/Inventory about item requests
3. Ensure merchandizers immediately put goods out on shelves/shop floor
4. Keep buffer stock of fast-moving items
5. Ensure Excellent Customer Service
6. Rotating departments to work alongside staff and demonstrating proper customer service.
7. Identify skill gaps and conduct training sessions with staff.
8. Monitor and observe staff’s customer interactions to assess for training needs and/or measure growth (when already trained).
9. Improve Operational Efficiency (through enforcing policies, processes & procedures)
10. Reduce returns, cancelations and return delays- rental department.
11. Reduce turnaround times- repairs department.
12. Reduce transactional delays & overrides - retail department.
13. Reporting
14. Meet weekly with Head of Operations to discuss key areas (reporting topics).
15. Present only monthly reports for the 90day probation.
16. Participate in Management meetings.
17. Develop Strategic Plans to:
18. Attract new customers.
19. Retain existing customers.
20. Increase basket size.

Skills
Create a clean and safe store environment that complies with health and safety regulations and company standards
Foster a cohesive team environment
Set a strong, professional example and a culture of excellence for all department leads and the rest of the staff to follow
Learn, understand, adhere to, and manage the various policies, processes and procedures that govern each department of the store
Impeccable leadership and communication skills
Excellent Customer Service
Adaptable to the change in business needs throughout the seasons

24 May, 2024 (16 days left)