Store Manager / Assistant Store Manager 店舖經理 / 助理店舖經理

Job content

Aesop provides a superlative offering of skin, hair and body products developed for men and women seeking effective formulations which are supported by rigorous scientific research. Our comprehensive range is represented in a growing number of fine department and specialty stores around the world. We currently present the exciting opportunity for individuals who possess exceptional customer service skills and professionalism to join Aesop.

The (Assistant) Store Manager is the critical leadership role that enables Aesop’s delivery of desired impact to our Customers, our Colleagues and our Community, and through compelling leadership and focus, and has the great ability to impact our Commercial Performance in an Aesop signature store or counter.

Key Responsibility

Customer Experience

Drive the quality of the in-store customer experience and build enduring relationships by communicating and training team on Aesop’s approach to hosting, customer service and consultations

Provide in-store coaching to team, working alongside them to demonstrate best practice in hosting, consultations, customer service, linkage and product knowledge

Ensure all team members uphold and demonstrate Aesop’s approach to hosting, consultations, customer service, linkage and product knowledge

Gather insights from customers, communicating them to Head Office

Promptly and appropriately resolve any customer complaints maintaining Aesop’s customer service values throughout. Escalate to Head Office if necessary

Advocate digital channel and contribute to driving a seamless online and offline shopping experience

Promote facial treatments when conducting customer consultations (where relevant)

Brand Management

Act as an ambassador within and outside of the company for Aesop’s culture, values and approach

Drive the quality and standard of brand execution within stores including store environment, product presentation and staff presentation. Coach and train team as required

Ensure that the customer experience delivered in store is appropriate for the local environment and type of customers

Implement all marketing and promotional activities to a high standard

Identify opportunities to build and maintain relationships within local communities to drive brand awareness and sales

Financial Management

Profit

Monitor spend on controllable expenses and take action to minimise costs and increase profitability where possible

Sales & Productivity

Review daily, weekly and monthly sales and product performance data taking action to improve sales performance

Confidently discusses store performance with Retail Consultants daily linking behaviour to commercial results

Implement changes to improve product performance where possible

Review team performance data taking action to improve sales performance through feedback, coaching and training

Review space productivity data and take action to maximise productivity and sales performance

Use Veritas to review store, personal & consultant performance, celebrating success & looking for opportunities.

Business Development

Implement customer linkage procedures in line with guidelines, maximizing opportunities to obtain linkage data through team training and coaching

Work with Business Development Team to identify opportunities to build and develop new and existing business relationships

Operations

Report any issues within store to Head Office including maintenance, cleaning, OH&S

With team, identify opportunities to improve processes and systems, communicating these to Head Office

Create rosters, maximizing productivity of labour, and submit on time for review and approval

Manage security of store, products and team, raising any issues with Head Office

Implement cash and banking processes in line with guidelines

Implement all H&S requirements in a timely manner ensuring all risks are managed

Maintains a clean and ordered store environment across all customer and team areas

Monitor the online booking system for facial treatments (where relevant)

Inventory Management

Monitor stock levels, ensuring adequate stock levels are maintained

Implement effective stock ordering and receipt processes to ensure stock is received in a timely and effective manner

Complete all necessary documentation for Write Offs, monitoring reasons and taking action to reduce Write Offs where possible

Take action to prevent stock losses, through monitoring, excellent inventory management and stock control, escalating issues to Head Office

Manage team to prepare for and conduct stock-takes in a timely and effective manner

Leadership and Development

Culture

Provide a warm welcome to all store visitors, showcasing the Aesop brand, communicating high quality information and delivering excellent customer focus

Embed the Aesop culture within store through role-modelling the Aesop values, driving awareness of the culture, and participating in team events

Build understanding of the Aesop culture and values across the team through effective communication and coaching

Embed the culture into daily practices such as the meticulous upkeep and cleanliness of the store

Promote consistently high standards of grooming for staff

Recruitment & Induction

Recruit and select team members that align with Aesop’s culture and values and will support store performance, liaising with HR team as required

Seek to build a diverse workforce that will connect with customers and demonstrate the Aesop values

Coordinate and contribute to the induction of new team members ensuring its delivered to a high standard of delivery

Monitor new staff through probation period, escalating any concerns to HR as required

Build a pool of potential future candidates through effective networking

Train team members in being able to provide high quality store tours to visitors (Flagship)

Training & Coaching

Implement all Consultant training requirements within store to a high standard

Discuss additional training needs and ideas with manager and regional Retail Training team

Initiate regular conversations with individual Consultants to discuss performance strengths and opportunities for improvement; at a minimum each quarter or as requested by each consultant

Provide “in-the-moment” coaching to drive performance and development

Support Consultants’ career growth through career development conversations and plans

Build and maintain store succession plans, including identification of further learning needs. Share with manager

Performance Management

Communicate expected standards and demonstrate desired behaviours

Drive the performance of individual Consultants through monitoring performance and providing just-in-time constructive feedback. Escalate as required

Identify and address performance issues through feedback and coaching. Escalate as required

Work with individual Consultants to agree plan for their development

Motivate team through, recognising achievements and celebrating successes

Self-Development

Complete all training provided to support you to perform in your role

Regularly seek feedback from manager to understand strengths and opportunities for improvement, and agree development actions

Discuss career goals with manager and agree to plan for long term career development which will build experience and skills

Proactively look for on-the-job learning opportunities, including participating in store visits and rotations

Retention

Manage employee turnover by contributing to a positive, harmonious and stimulating work environment that builds engagement

Monitor employee turnover, identifying any trends and taking action as required

Communication and Business Administration

Communication

Cascade Head Office communications in a timely way

Actively support directives from Head Office

Regularly provide feedback from stores to Head Office

Maintain effective, regular and Aesop appropriate communication with team and colleagues

Attend, participate and present in forums and meetings

Ensure all communications are read, shared and actioned in a timely manner

Administration

Ensure all administrative tasks are completed in an accurate and timely manner

Monitor the completion of administrative tasks to ensure they are undertaken to the required standard

Health & Safety

Ensure that full care is taken in the performance of all duties in order to protect the health and safety of oneself, fellow employees, visitors and consultants

Adhere to the Aesop Occupational Health and Safety policy

To apply, please email your resume with expected salary to [email redacted, apply via Company website].

(data colleacted will be used for recruitment purpose only)