Assistant Store Manager - Robson St.

at  Bailey Nelson

The Bailey Nelson Assistant Store Manager supports the Store Manager in leading store operations to achieve exceptional guest experiences, meet sales targets, and uphold the brand’s values. The ASM will champion customer service, maximize financial performance, support product education & management, uphold operational & clinical standards, and demonstrate BN values. In the absence of the SM, the ASM will run the store, lead by example, and train Optical Assistants.
This role has the opportunity to progress to a Store Manager role over time by demonstrating leadership, operational capability, and a commitment to values.

Customer Journey / Experience:

• Ensure outstanding customer service and a positive customer experience through consistently modeling the BN customer journey.
• Foster a seamless customer experience and strong relationships with Optometrists.
• Prioritize exceptional customer service.
• Actively seek out and respond to individual customer feedback, so that they are getting a personalized service

Team Leadership:

• Foster a feedback culture and ensure team engagement.
• Support SM by monitoring team performance, providing coaching & motivation to entire team.
• Ensure team focus of weekly metrics and goals.
• Support with recruitment & onboarding of team members.
• Support team with coaching in the moment, training, and development as needed.

Customer Journey / Experience:

• Ensure outstanding customer service and a positive customer experience through consistently modeling the BN customer journey.
• Foster a seamless customer experience and strong relationships with Optometrists.
• Prioritize exceptional customer service.
• Actively seek out and respond to individual customer feedback, so that they are getting a personalized service.

Store Operations:

• Monitor sales performance, collaborate on action plans, and understand local competitors.
• Participate in local networking opportunities and manage store communication.
• Maintain store procedures, support SM in managing budgets, and support in creating teamwork schedules.
• Achieve high performance, exceed KPI goals, and maintain effective store operations.
• Work with the Store Manager on store communication, roll outs and training of in store policies and procedures so all team members are clear on what’s expected of them and any changes to operations.
• Step-in for the SM when required, for regional calls, QBR presentations and leading the store in their absence. You can speak confidently to all aspects of the business. You ensure all the relevant health and safety procedures are followed and legal compliance is always met.

Clinical and Professional Standards:

• Collaborate with Optometrists for a strong clinical service.
• Ensure quality care, adherence to prescription standards, and accuracy in ordering processes.
• Where applicable, support remote testing operations for customers & online doctor.
• Partner with your store optician to ensure all jobs are checked for accuracy, quality, alignment and all team members understand how to use the optical equipment provided in store.

Training & People Development:

• Articulate and promote core values.
• Provide feedback, support, and coaching for team development.
• Collaborate with the Store Manager on training plans and development plans for team members.
• Role model BN values and behaviors.
• Demonstrate self-awareness, resilience, and professionalism.
• Maintain professional appearances, language, and relationships.
• Ensure optical skills & knowledge development by completing the Beginner, Intermediate and Advanced optical skills programs.

Product:

• Stays updated on new product launches and provides feedback to the management team.
• Possess solid product knowledge, including frames, accessories, contact lenses, and lens types.
• Support store inventory counts and maintain organized backstock.
• Follow planograms for proper store merchandising and stay updated on new product launches.
• Collaborate with Optometrists on maintaining Contact Lens trials.

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