Store Manager

Store manager.docx Approved by: Susanne Horman Date: October 2018

Position Description

Position Title: Store Manager

Reports To: Retail Manager/CEO

Primary Objective

Oversees the smooth operation of the store. The Store Manager is in charge of budgeting and meeting sales target, being responsible for the recruitment, training and evaluation of store employees, in addition to leading, coaching, motivating and developing the retail team and providing overall direction.

Business Philosophy

Our Purpose (Why we are in business) We believe that by getting the right book in the right hands we can change lives (and we strive to do this with every customer) Our Vision (What we work on to achieve together) To continue growing stores across Australia by offering exceptional service to support sales of a wide, curated mix of unique and popular book related and pop culture products to non-price focused customers through beautiful, emotive stores in key, high traffic shopping destinations.

Our Values (How we do business) These values define how we interact with each other, with customers, prospective customers, advisors, sponsors, vendors, suppliers and others with whom we do business. Integrity: We are honest in dealings with customers, suppliers and colleagues. We work diligently as expected towards purpose – even when no-one is looking. Passion: We exhibit positivity and excitement about books and our stores and continually learn new things that improve product knowledge and help get the right books in the right hands One Team: By working together for the good of the company, sharing our knowledge, communicating and planning we will all thrive and be as good as we can be. Delighting Customers: By having genuine conversations with and understanding our customers, smiling and executing our ROBBIE service standard we will build enduring relationships and create advocates for our business. Respect: We demonstrate respect for the company, it’s property, employees, suppliers and customers by taking care of company property, following procedures and policies, attending shifts as rostered and by treating everyone professionally, even when a difference of opinion arises. We accept feedback gracefully and attempt to rectify issues of concern. Performance: We believe in striving to exceed KPIs and rewarding strong performance. We hold our team accountable for completing work as expected. We have a relentless focus on improving performance in all aspects of our business. Our Team (Who we are) Our team members consist of individuals who have:

Domain expertise Good match with Robinsons values Managerial experience or potential for promotion to manager Work well in a team environment High performers with a strong work ethic Curious and have a desire to learn Enjoy fun, challenging work Appreciate our great culture, awesome colleagues, opportunities to work and grow Passionate about books

Store Manager

Store manager.docx Approved by: Susanne Horman Date: October 2018

Key Responsibility Areas (KRAs) Key Performance Indicators (KPIs)

Supervision/Continuous Improvement • Implementing initiatives and assuming

responsibility for the store in line with delegation level agreed

• Implementing promotional initiatives in line with marketing team directives and newsletter initiatives, including window & store displays, competitions, events etc

• Implement initiatives designed to improve workflows and minimize time consuming manual operational practices

• Oversee day to day operations of the business, including incoming & outgoing stock, daily/weekly/monthly operational plans

• Establish an effective coordination and communication plan for when absent

Quarterly Planning for the store

Eliminate unnecessary expenditure, inefficient practices and wasted time

Visual displays completed in a timely manner Provide weekly photos of window displays Provide feedback regarding the success of

promotions to Business Owners Working with Retail Manager to ensure store

meeting KPIs for Customer conversion Revenue budget targets Average transaction value Average items per customer ROBBIE service Loyalty conversions Store presentation audits Transfer & return timeframes Staff utilization rate

Store planning submitted on time Quarterly Plan achieved for store

Leadership Lead, coach, motivate and develop Retail

Assistants Assist Retail Sales Assistants in completing

difficult sales, escalated complaints Responsible for quality assurance Provide input into employee evaluations &

conduct as per HR system in consultation with HR

Supports training of staff in relation to in store policies, procedures and job duties

Ensure staff adhere to policies and procedures

Provide direction, lead by example – particularly in relation to company values

Listens to and resolves customer complaints in a timely manner to promote good public relations

Observe employees as they interact with customers and go about their daily tasks to make sure that no steps are being missed and that they are meeting the company's quality standards with the aim of providing feedback to improve.

Assess performance of Retail Assistants to conduct performance evaluations and to determine training if necessary

Provides timely training

Customer Service ROBBIE service model implemented with

each customer Communicate with customers in a genuine

and straightforward manner Treat customers as top priority Make honest, realistic commitments to

customers Establish a good rapport with customers Handle customer complaints Look for better ways to serve customers Recommend, select and help locate or

obtain merchandise based upon customer needs or desires

ROBBIE service elements achieved with each customer

Loyalty signups/conversion rate Customer conversion rate compared to traffic Average transaction value & average items per

customer achieving target Greets each customer in a polite and friendly

manner Positive staff/ customer feedback Accurate and realistic commitments to customers –

no complaints Resolve complaints as per internal guidelines and

refer escalated complaints to Manager Demonstrated product knowledge Key title development each month – 25 new titles

know how to hand sell Point of Sale/Banking

Open and close cash registers Reconcile EFTPOS slips Multiple payment

Correct handling of cash and other monetary related items

Accurately process sales transactions, lay-bys and account purchases

Store Manager

Store manager.docx Approved by: Susanne Horman Date: October 2018

Lay-by Book token payment Special orders with/without deposit Reservation with/without deposit Internal Transfers Gift card Redeem loyalty points Reprint receipt Mail order/ Manual credit card Web sales/orders Refunds (cash and credit) EOD procedures Complete weekly report Check monthly & quarterly reports

Be knowledgeable in relation to Robinson’s Point of Sale processes

Correct school & library account sales and credits issued

Resolve reasons for substantial cash discrepancies compared to register tape

Deposit reconciliation and delivery of deposits to bank daily

Correct EOD processing and keying Take action as a result of monthly & quarterly

reports as required

Inventory enquiry and maintenance Undertake book searches in relation to

customer requests Use following tools to conduct book

searches: BookNet Global Books in Print Ingram Fantastic Fiction Title Page Baker and Taylor

Transfers Stock receipt & stickering Shelving & returns selections

Demonstrated understanding of book search tools and follows internal processes in relation to book searches BookNet Global Books in Print Ingram Fantastic Fiction Title Page Baker and Taylor

Accurately process transfers within 24 hours of receipt

Accurately select returns as per list checking isbns for correct editions, marking paperwork correctly, and packing safely for transport

Print receiving stickers and accurately sticker items to match isbns

Correctly shelve items to global shelving guide Store maintenance & JOLT

Follow JOLT task lists for each shift co-ordinating resources available to ensure right person doing the right job at the right time in the right way

Maintain store presentation including: Tidy shelves Clean windows Store recovery Fill empty stands Merchandising & window displays as

per marketing plan Sweep & mop floors Tidy & clean back room Counter tidying/cleaning

Store passes JOLT store audit list each week Store presentation meets standards set by

management

Stock Knowledge and Merchandising Handling books Knowledge of store layout Label, arrange and display merchandise to

promote sales Familiarization of displays and promotions Shelve and locate books Provide book reviews

Demonstrated understanding of correct handling of books

Demonstrated familiarity of store layout Demonstrated knowledge of display guidelines Maintain knowledge of displays and

promotions Correctly shelve and locate books as per

classification coding

Store Manager

Store manager.docx Approved by: Susanne Horman Date: October 2018

Requisitions for key stock Active contribution to book reviews/marketing content (eg: Facebook, blogs etc)

Inform relevant parties of incorrect pricing Stock is maintained correctly

Rosters & Budgets Prepare rosters for store 2 weeks in

advance within budget & for correct opening hours

Revenue budget & sales targets

Rosters within budget and on time – using best available resource

Fill roster gaps/ensure all shifts are covered Minimize cancellations & shift swapping Roster variance report submitted on time each

week Document & justify overtime requests Meet monthly targets and manage budgets

General Ensure appropriate music is playing in

store Effective and efficient use of internal

telephone system Watch for and recognise security risks and

theft Undertake training to improve skills as

requested Receive feedback and contribute to

feedback for others to improve overall store performance

Opening & closing store as required

Telephone calls are answered in a timely manner

Demonstrated understanding of telephone messages, hold and transfers

Demonstrate knowledge how to prevent and handle security situations

Store open/closed on time

Personal Development Responsible for own part of performance

review including identifying development areas

Staff Meetings Maintain a positive, professional and

respectful attitude

Actively contribute to learning Attendance at performance reviews Attendance and active contribution Positive staff / customer feedback

HR & Resourcing Interview job applicants to evaluate

suitability for available roles Responsible for new inductee training and

reviews Effectively manage employee turnover Provide a positive working environment

and handle employee issues appropriately and in a timely manner

Follow HR protocols regarding interviewing candidates.

Documented evidence Documented training plan Reviews of new employees completed and

submitted to HR Documented strategies to reduce employee

turnover (hire right staff, effective communication and morale, appropriate training, provide a positive work environment, culture and respect)

Health & Safety OH&S

Taking reasonable care for the safety of themselves and others in the workplace

Complying with relevant legislation and OH&S policies, procedures and instructions

Reporting potential hazards to ensure safety of team members and customers

Reporting any unsafe conditions, unsafe acts or behaviour that come to their attention to their line manager

Store Manager

Store manager.docx Approved by: Susanne Horman Date: October 2018

Qualifications, Skills, Knowledge, Experience & Attitude

Match with company values Experience in Retail Passion for books Very personable, approachable and helpful Strong customer focus Honest, reliable and responsible Good literacy and numeracy skills Team Player Attention to detail Positive and able to contribute to learning, feedback and continual improvement