• Shop Manager

    Location US
  • Overview




    The Shop Manager is accountable for store performance against financial and KPI targets. They are responsible for managing all aspects of the store in line with the broader commercial strategy. The Shop Manager ensures that the Heinemann standard of customer satisfaction is delivered, through leading by example and developing successful sales teams and the effective management of the day to day operations.



    Customer/External contacts



    • Delivers a high level of customer service both personally and within the team that meets both the company’s expectations and brand guidelines
    • Ensures consistent high standards of customer service through ongoing effective team training
    • Develops and drives initiatives to ensure a high level of customer service by regularly reviewing customer service results/feedback
    • Effective management and resolution of complaints to ensure customer satisfaction and mutually beneficial outcomes





    • Manages and achieves set Key Performance Indicators (KPI’s)
    • Analyses and executes actions to develop/correct KPIs including but not limited to the development of sales and service strategies
    • Maintains physical security of stock, assets and team
    • Ensures team delivers accurately in payment and cash handling in-line with company policies and procedures
    • Control expenses and minimises stock loss shortage
    • Ensure maintenance of stock and merchandise presentation in accordance with company standards
    • Manage store security, theft prevention and report any security breaches or concerns
    • Accurate and timely execution of monthly/sporadic promotions
    • Effective management of data integrity and inventory flow
    • Provide feedback and reporting on current and future store, stock and customer requirements and trends






    • Develops and maintains an engaged and enthusiastic team
    • Achieves and monitors team results whilst communicating job expectations
    • Ensures staffing schedule delivers an optimal balance between service and cost efficiency
    • Coaching, counselling and developing team members, ensuring correct company policies and procedures are followed
    • Develops the Heinemann Brand Promises and values within the team
    • Ensures a safe work environment for all team members
    • Communicating and advising team members on activities, promotions and product category
    • Ensuring all team members have the appropriate training (including but not limited to service and product) required to successfully perform their role 
    • Leading and mentoring of Sales Assistants
    • Identifying key performers and putting in place initiatives to develop these team members.
    • Developing a talent pool of team members for succession planning
    • Identifying and implementing strategies to retain high performing team members and managing department turnover
    • Implements strategies to manage staff attendance
    • Ensures personal and team compliance with all Customs and compliance rules and regulations



    Skills and Experience:

    • Previous shop management experience including experience in retail strategic planning, forecasting and financial analysis
    • Understanding of contemporary sales techniques and strategies
    • Previous leadership experience in the service or retail sector
    • Exceptional verbal and written communication skills
    • Ability to prioritise and work in a fast paced environment
    • Extensive product knowledge
    • Analytical skills to identify market trends
    • Superior communication skills and problem solving ability
    • Ability to work in a complex sales environment, (e.g. tax & duty free)
    • Financial analysis skills to develop and interpret financial reports
    • Proficiency with MS Office applications


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