Lifestyle-Operations-Porur Chennai LS-Floor Manager

Role Concept Manager Department Retail Operations Band Manager Grade A61 / M1 Designation Asst. Mgr. / Manager Education Graduation Experience 6 – 8 years of experience in retail operations Location Stores Reports To BM (administratively) and TCM (functionally) Supervises Supervisors, Sr.

CSRs and CSRs Date of Last Update 11-12-2018 Approved By Head Retail Operations Role Summary Deliver on sales, margins and profitability for the concept through product (optimum stock, range and size), best in class retail and VM standards, processes and a seamless customer shopping experience Summary of Role Responsibilities

• Drive the sales budgets for the concept

• Drive sell thru at category level (pre EOSS and EOSS within the season)

• Analyze product performance, identify performing and non-performing products, recommend required actions and implement the approved actions

• Drive adherence to the retail SOPs, retail standards, floor hygiene standards and processes for the concept (including omni channel SOPs and processes)

• Implement the marketing promotions as per defined guidelines

• Share feedback on the marketing promotions for necessary action

• Maintain optimum stock for the concept in collaboration with relevant stakeholders

• Analyze the brand and category performance and recommend required actions for fast moving and slow moving styles

• Review and ensure adherence to the standards of customer service

• Follow up and ensure all customer issues and complaints are resolved as per defined timelines

• Manage and guide the team to deliver on the job Part II Key Job Responsibilities Sales and Profitability

• Provide inputs to the TCMs in creating the concept road map

• Drive the sales budgets for the concept

• Review concept sales achievement versus the budgets and take required actions to address concerns at an individual KPI level

• Provide inputs for optimum private label mix for the concept and implement as per guidelines

• Provide feedback on product performance of the previous season and expectations for the coming season to the TCMs

• Drive sell thru at category level (pre EOSS and EOSS within the season)

• Analyze product performance, identify performing and non-performing products, recommend required actions and implement the approved actions

• Understand the targets and incentive plans given by brands to their staff (shared by the TCM) and monitor against the actual performance Concept Operations Management

• Undertake floor walks and ensure adherence to the retail SOPs, retail standards, floor hygiene standards and processes for the concept in collaboration with the Store Manager (including omni channel SOPs and processes)

• Review and ensure implementation of layout guidelines, KMP (key merchandising principles) guidelines and planogram for the concept

• Review and ensure clearance of the expired or near to expiry stock as per defined guidelines (where relevant)

• Upload planogram pictures and update the checklist in Wooqer as per agreed timelines

• Follow up for implementation and closure of actions assigned in Basecamp

• Share planogram feedback with the TCMs, AMs and BMs and implement approved corrective actions

• Review and ensure compliance to the VM guidelines (with reference to right fixtures, maintenance of fixtures, usage of relevant stickers, hangers etc.)

• Review and ensure DSD stock is processed as per defined timelines (where relevant) Marketing and Concept Promotions

• Implement the marketing promotions as per defined guidelines

• Share feedback on the marketing promotions with the TCMs for necessary actions Stock Management

• Maintain optimum stock for the concept in collaboration with BMs and TCMs

• Review and take required actions to ensure damaged stock is not displayed and broken ranges are displayed as per defined guidelines

• Share feedback with the TCMs on accuracy of stock received with reference to the planogram

• Analyze the brand and category performance and recommend required actions for FMS, SMS and broken ranges as per defined norms (consolidation, replenishment, reordering, promotions, bundle offers etc.)

• Monitor the timely return of SOR stocks for the relevant concept

• Review and ensure compliance to perpetual inventory and global count processes Customer Service

• Review and ensure adherence to the standards of customer service

• Understand the concerns highlighted in the mystery audit report findings and take corrective actions to address the concern areas to enhance levels of customer service for the concept

• Follow up and ensure all customer issues and complaints are resolved as per defined timelines Market Focus

• Undertake regular visit to competition to understand their products, product ranges, best practices, brands, promotions and share feedback People Management

• Assign responsibilities and set expectations

• Give regular feedback to team

• Provide support and guide the team to deliver on the job

• Review and ensure availability of on roll staff as per defined guidelines, timings and as per budgeted norms

• Review and ensure that buddy system, LIFE, OJE and ISK programs are implemented as per defined norms

• Review and ensure staff of the concept are trained on products, merchandising, stock mix and option plan

• Work with the BMs and TCMs to ensure availability of brand staff as per budgeted norms Part III Key Result Areas (KRAs) Finance

• Top line

• Private label sales share

• Business growth

• Margins achievement

• Seasonal sell thru

• Roadmap for achievement of targets Customer

• Brand staff absenteeism

• Study the market and provide feedback on competition, new product opportunities, promotions, communication, VM etc. Process

• Inputs and adherence to the promo calendar, provide brands targets and their incentive plans

• Internal processes, VM, retail standards, including NSO launch calendar

• Reports People

• Values and CREATE behaviors

• Developing self

• Developing people

• Engaging people Special Initiatives

• Special projects (individual specific) Part IV Competency Framework Domain Competencies Functional Competencies

• Product Knowledge

• Market Knowledge

• Process Management (Retail and VM)

• Inventory Management

• Marketing Promotions

• Planning

• Passion For Results

• Analytical Thinking Behavioral Competencies

• Relationship Management

• Customer Centricity

• Managing People