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Deputy Store Manager (STMGT0520)

Management

Deputy Store Manager

  • Location:
    London Oxford Street 
  • Business Area:
    Store Management
  • Department:
    Not Applicable
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Deputy Store Manager

The role of Deputy Store Manager

The Deputy Store Manager is a critical operational role within House of Fraser. This role has accountability for delivering the relevant Multiple Category Sales plan. The role will also deputise as required in the absence of the General / Dual Site/ Store Manager.

The role holder is required to inspire the teams within the Store and influence across the Business to maximise profitability by delivering a Best in Class service experience to our customers.

It requires the role holder to use skills to implement operating, workforce, budgeting and forecasting plans and effectively deliver change initiatives within their multi categories. This must be complimented with a daily operational focus on motivating and engaging with the multi category teams, delivering a consistently memorable customer experience, optimising sales and delivering excellent standards.

It is a front line, shop floor focussed position that requires strong inspirational leadership and role modelling the House of Fraser values. The capacity to be resourceful, flexible and resilient to manage and exploit the opportunities and challenges a HOF Department Store will present is also key.

Driving the delivery of eventing and building strong relationships with our hospitality partners will be key in supporting dwell time and optimising the customer experience.

To maintain existing customer loyalty and to acquire new customers through creating brilliant localised customer experiences.

Support is provided from the General /Dual Site/ Store Manager, Stores Director and Support Teams.

This is a Store based role. Mobility to move for progression opportunities is key and travel to other sites will be required from time to time.

Key accountabilities and decision ownership :

  • Achieve Store Business plan targets and KPIS by identifying commercial opportunities and exploiting all established channels and local market initiatives
  • Manage any allocated budgets within guidelines
  • Deliver a world leading multi-channel customer experience that is unrivalled in the marketplace and achieve all customer measurement targets
  • Continually build the capability of your team to be inspirational through effective resource planning, robust development, performance management and succession planning for the wider good of the Company
  • Develop a one team approach with Brand Partners engaging them with the Brand and supporting the development of their business
  • Engage all teams utilising the voice of the team forums and all other communication channels to drive a culture of inclusivity, continuous improvement and innovation throughout the Store
  • Support Local Community initiatives including those for the House of Fraser foundation and Responsible Retailing
  • Demonstrate effective analysis of performance and customer metrics and data to support effective decision making and problem solving
  • Deliver operational excellence front and back of house, ensuring visual and retail environments, experiences and standards are prime and compliant with all internal guidelines and external legal and Health and Safety requirements
  • Contribute to the creation and delivery of a monthly event calendar with a clear ROI for agreed areas
  • Drive the Hospitality Team in store to exploit all opportunities relating to restaurants to encourage dwell time and deliver exceptional service standards
  • Facilitate and lead the successful implementation of Transformational change and initiatives
  • Undertake all activities in relation to Duty Management and deputise for General Dual Site/ Store Manager

Key performance indicators:

  • Category sales targets
  • Customer experience targets/measures including new customer acquisition and maintaining of customer loyalty
  • People KPIs- Engagement scores, Shape workforce planning measures, Team Turnover, Absence, Quality objectives and Performance conversations completion
  • Allocated Store budget control
  • Operational KPIs- Compliance with business procedures

Skills, know-how and experience:

Must have:  

  • Line Management of sales and service focussed diverse teams
  • Ownership of targets performance 
  • Experience of managing appropriate sized operations
  • Must have astute commercial skills with an ability to identify key trading opportunities and utilise financial indicators to influence the planning process and delivery
  • A proven track record of attracting new customers and delivering consistently good customer experiences
  • A demonstrable track record of recruiting, developing, engaging and retaining talent
  • Ability to build effective relationships with experts inside the business and with brand partners/third party suppliers and contractors
  • Able to demonstrate the ability to communicate effectively and vary their leadership style to suit the situation and the individual, enabling them to influence and work collaboratively at all levels
  • Experience of leading change management initiatives

Preferred:

  • Relevant retail multi-channel department Store experience

Technical / professional qualifications:

  • n/a

Direct reports: 

Service Managers


 
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Location
London Oxford Street 
318 Oxford Street, London, United Kingdom, W1C 1HF
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