Senior Store Manager (F88) at Sephora in Malaysia

Sephora, a division of LVMH – Moët Hennessy Louis Vuitton global luxury leader, is a global leader in beauty retailing. It successfully operates more than two thousand points of sale across Americas, Europe, Middle East and Asia. Its aim is to animate the most loved beauty community in the world.

Sephora SEA’s retail activity spans over 7 countries (Singapore, Malaysia, Indonesia, Thailand, India, Australia and New Zealand) with 50+ stores and boasts some global flagships such as Fahrenheit 88 in Kuala Lumpur, Malaysia and Ion in Singapore. Its digital activities span over seven countries (retail countries excluding India, plus Philippines). Sephora SEA has experienced rapid growth in the region with many more stores and countries to come.

Sephora Malaysiais looking to recruit a Senior Store Manager to be based at Flagship F88 store, Kuala Lumpur.

Objective

The Flagship Senior Store Manager will be responsible for the Flagship store management by efficiently leading a team of more than 40 headcounts and has the entrepreneurial spirit to develop and spearhead strategies that ensure the success of F88 store’s business.

He/ She will create an addictive experience for our customers’ excelling through various service innovations and operational excellence.

He/ She will be a dynamic, attentive and inspiring leader who has mastered relationship building with stakeholders; someone who mentors and coaches the team, plays as a team, a coach while setting expectations for unsurpassed customer service.

Responsibilities

SALES MANAGEMENT

DRIVE SALES & OPTIMIZE STORE PROFITABILITY

• Drive sales performance to consistently achieve overall sales budget objectives while ensuring operational integrity and monitoring monthly profitability
• Regularly and effectively communicates store sales plan objectives through positive coaching and enthusiastic leadership
• Ensure the team is updated with key business initiatives such as marketing, public relations, CRM, merchandise, key product launches, brand promotions and incentives
• Analyse monthly store performance, reporting current business trend to cover every aspect of the business including competitor performance and propose business strategy plan to optimize sales
• Work with Marketing and Category to implement productive sales events in store and analyse post-event productivity after every event
• Do quarterly analysis on productivity of product category and brand performance against LY and work out action plans with Category for non-performers
• Proactive planning for all major events (CRM sales, Black Friday, Christmas) to ensure sales growth against LY and to initiate meetings with concerned departments to ensure smooth execution
• Be operationally hands on, working with the team on the sales floor to achieve KPIs set.
• Manage the store P&L with the Head of Retail to ensure sales operations expenses are maintained at the optimal level
• Monthly analysis of Store P&L including shrinkage and operating expenses to propose action plans for areas of improvemet.

CUSTOMER SERVICE AND CHECKOUT EFFICIENCY

• Build and nurture strong relationships with loyal customers
• Drives new members recruitment (CRM) to achieve the KPI set
• Coordinate with SG CRM team to ensure the smooth implementation of Sephora’s CRM activities
• Manage and resolve any customer’s feedback within stipulated timeline
• Ensure that every team member is trained and applies the Mystery Shopper standards consistently
• Follow-up on monthly Love Meter results and implements action plans to answer specific areas of improvement
• Motivates the team and ensures the team is dedicated to always offer the best customer service
• Makes continuous efforts to improve checkout efficiency and customer satisfaction by working closely with Assistant Operations Manager on implementation of POS system productivity initiatives as well as ensuring the optimal cashier team rostering according to business activity and use of mobile POS.

MERCHANDISNG & STOCK MANAGEMENT

• Manage and support stock levels through direct communication with key business departments to maximize full price selling, maintaining a high sell through as well as alignment with new product launches
• Monitor the stock inventory process to minimise shrinkage and accuracy in stock management; stock room is according to Sephora’s guidelines and standards
• Monthly follow up with Supply Chain on stock day, stock ageing and return situation and execute action plans for overstocked, understock and OOS items
• Ensure proper execution of periodic cycle counts and annual stock count for flagship store
• Oversee and ensure that the merchandising guidelines and planograms are followed according to the Merchandising Book and requirements
• Oversee and ensure that the operational basics of the store are observed in terms of cleanliness, presence of price tags, full replenishment and neat arrangement of products on shelves and drawers.

CASH & TILL MANAGEMENT

• Train staff and enforce Sephora’s cash handling and shortage prevention procedures
• Ensure that store funds and deposits are maintained in accordance with Sephora’s policies
• Conducts periodic checks on discount reports to ensure proper control of unauthorized discounts that will affect store margin
• Lead cross function initiative to proactively detect and prevent irregularities from occurring

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OTHERS

• Ensure communication within Weekly Task management on CONNECT Platform is disseminated to the team and require actions are implemented and follow through
• Ensure store compliance with Sephora audit processes and requirements by conducting monthly audit checks
• Conduct performance review of service providers in store (e.g. Cleaning Company and Security Company) to ensure optimal level of service and give feedback on areas of improvement
• Lead the store walk for all store visits at flagship store
• Any ad hoc duties assigned

PEOPLE MANAGEMENT

RECRUITMENT & RETENTION

• Work with HR department to recruit and select a superior and equitable workforce
• Manage and support employee relations practices necessary to establish a positive employer-employee relationship and promote a high level of employee morale and motivation

TRAIN AND DEVELOP

• Ensure all new employees are trained and updated with the store operating procedures
• Work with the training department on training plans and objectives for the store team
• Work with training department to execute and support them in their career development
• Ensure the use of task chart to align knowledge and skill sets for all positions

PEFORMANCE MANAGEMENT

• Work with Head of Retail on individual and store objectives / KPIs by fully embedding Client Experience Leadership (CEL) in the team
• Identify poor performance issues and work with HR Department on any disciplinary matters
• Conduct annual, half yearly and quarterly individual performance review with the Store team
• Provide constructive feedback and constantly provide coaching to the team for improvement by adopting BA Productivity Dashboard

ORGANIZE AND ANIMATE

• Plan a well-organized store roster according to daily traffic and sales trend, optimizing the team resources
• Demonstrate the Sephora DNA to inspire and motivate the team
• Create a pleasant and exciting environment with great team spirit

Profile & Competencies

• Minimum of 6 – 8 years’ experience in store operations or sales management of which 3 years in running a large store format, flagship store or multiple stores with large headcounts
• Proven track record in sales generation, managing the achievement of sales result and profitability targets
• Has the ability to inspire trust, integrity, strong influence and relationship-building skills to manage the various stakeholders
• Dynamic team player with ability to positively motivate staff and network locally, regionally and global to build relationships
• Superior communication and interpersonal skills using positive leadership models
• Proficiency with Microsoft Office Applications
• Familiar with TP.NET - Point of Sales System and HAS - Client Tracking Systems

While at Sephora, you’ll enjoy…

• **The people.**You will be surrounded by some of the most talented, supportive, and kind leaders and teams – people you can be proud to work with.
• The learning. We invest heavily in training for our leaders and store associates. Not just product knowledge but building a personalized career plan with you so you continue to evolve and build your skills.
• The culture. As a leading beauty retailer, backed by the LVMH luxury brand, our reach is broad and our impact is global. Yet there’s always room to explore. It’s in our DNA to innovate and, at Sephora, all 40,000 passionate team members are united by a common goal - to reimagine the future of beauty. You can unleash your creativity, because we’ve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora.