Sephora, a division of LVMH – Moët Hennessy Louis Vuitton global luxury leader, is a global leader in beauty retailing. It operates more than two thousand points of sale across Americas, Europe, Middle East and Asia 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 includes flagship locations such as Fahrenheit 88 in Kuala Lumpur 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 Malaysia is 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 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 improvement
Customer Service and Checkout Efficiency
Build and nurture strong relationships with loyal customersDrives new members recruitment (CRM) to achieve the KPI setCoordinate with SG CRM team to ensure the smooth implementation of Sephora’s CRM activitiesManage and resolve any customer’s feedback within stipulated timelineEnsure that every team member is trained and applies the Mystery Shopper standards consistentlyFollow-up on monthly Love Meter results and implements action plans to answer specific areas of improvementMotivates the team and ensures the team is dedicated to always offer the best customer serviceImprove checkout efficiency and customer satisfaction by working closely with the Assistant Operations Manager on POS productivity initiatives and optimizing cashier rostering according to business activityMerchandising & Stock Management
Manage and support stock levels through direct communication with key business departments to maximize full price selling, maintain high sell-through and align with new product launchesMonitor the stock inventory process to minimise shrinkage and ensure stock management accuracy; stock room adheres to Sephora’s guidelinesMonthly follow up with Supply Chain on stock day, stock ageing and return situation; execute action plans for overstocked, understock and OOS itemsEnsure proper execution of periodic cycle counts and annual stock count for flagship storeOversee and ensure merchandising guidelines and planograms are followed according to the Merchandising Book and requirementsOversee operational basics of the store (cleanliness, price tags, replenishment, and neat product arrangement)Cash & Till Management
Train staff and enforce Sephora’s cash handling and shortage prevention proceduresEnsure store funds and deposits are maintained in accordance with Sephora’s policiesConduct periodic checks on discount reports to ensure proper control of unauthorized discounts that affect store marginLead cross-functional initiative to proactively detect and prevent irregularitiesOthers
Ensure communication within Weekly Task management on CONNECT Platform is disseminated to the team and actions are implementedEnsure store compliance with Sephora audit processes and requirements by conducting monthly audit checksConduct performance review of service providers in store (e.g. Cleaning Company and Security Company) to ensure optimal service and provide feedback on improvementsLead the store walk for all store visits at flagship storeAd hoc duties as assignedPeople Management
Recruitment & Retention
Work with HR to recruit and select a superior and equitable workforceManage and support employee relations practices to establish a positive employer-employee relationship and promote high moraleTraining and Development
Ensure all new employees are trained and updated with store operating proceduresCollaborate with the training department on training plans and objectives for the store teamSupport career development and ensure use of a task chart to align knowledge and skills for all positionsPerformance Management
Work with Head of Retail on individual and store objectives / KPIs and embed Client Experience Leadership (CEL) in the teamIdentify poor performance issues and work with HR on disciplinary mattersConduct annual, semi-annual and quarterly performance reviewsProvide constructive feedback and coaching using the BA Productivity DashboardOrganize and Animate
Plan a well-organized store roster according to daily traffic and sales trendsDemonstrate Sephora DNA to inspire and motivate the teamCreate a pleasant and exciting environment with strong team spiritProfile & Competencies
Minimum 6–8 years’ experience in store operations or sales management, including at least 3 years running a large store format, flagship store or multiple stores with large headcountsProven track record in sales generation and profitability targetsAbility to inspire trust, integrity, and build relationships with stakeholdersDynamic team player with ability to motivate staff and network locally, regionally and globallySuperior communication and interpersonal skills using positive leadership modelsProficiency with Microsoft OfficeFamiliar with TP.NET POS system and HAS Client Tracking SystemsWhile at Sephora, you’ll enjoy…
The people : You’ll be surrounded by talented, supportive leaders and teamsThe learning : We invest in training for leaders and store associatesThe culture : A global, innovative environment backed by the LVMH brand#J-18808-Ljbffr
