SKILLS, KNOWLEDGE AND EXPERTISE

• Good general education;
• Current First Aid at Work Certificate (Preferred);
• Customer service skills;
• Exceptional leadership skills;
• Effective time-management skills;
• Excellent coaching and development skills;
• Strong interpersonal skills;
• Patience and the ability to remain calm in stressful situations;
• Ability to receive feedback and act on it, when necessary;
• Ability to work on own initiative and under pressure to meet tight deadlines;
• Sensitivity and understanding;
• Good attention to detail;
• Competently able to use a computer and the main software packages;
• Proven financial aptitude;
• Proven track record in delivering results;
• Background in Customer Service;
• Proven experience in effectively managing a team;
• Minimum 2 years of managerial experience, in customer-facing/retail role.

*THIS ROLE IS FOR OUR NEW STORE IN ST BRELADE*

• Lead the store team, and through them deliver on all business objectives and achieve operational excellence;
• Operate a SandpiperCI retail outlet by successfully maximising profitability, providing high levels of customer service and developing a strongly motivated team of colleagues;
• Correctly use systems and procedures to control financial aspects of the business associated with achieving set budgets;
• Comply with the terms of all relevant Health and Safety legislation and our Statement of Corporate Principles, to provide and maintain a healthy and safe working environment.

KEY RESPONSIBILITIES

• Lead and manage the store and the store team;
• Demonstrate a clear understanding of the brand’s strategic direction and communicate clearly to your team members;
• Motivate the team to be passionate about the brand and the products;
• Be knowledgeable and confident about all Card Factory products;
• Provide courteous and efficient service to the customer;
• Lead by example in terms of service delivery and demonstrates that the customer comes first;
• Drive continuous improvement, work with the team to identify opportunities in all aspects of the store operations and drive sales;
• Knowledge of the local shopping environment and ability to provide quality feedback on trends affecting store performance;
• Communicate clearly and confidently with customers and colleagues;
• Establish good working relationships and clear channels of communication with the respective team;
• Work closely with the HR department to lead, manage and develop staff according to the correct channels and procedures;
• Continuously drive team performance, recognising and celebrating success and challenging underperformance promptly;
• Plan and deliver training and development to new team members;
• Ensure that any training and development and 1-2-1 coaching within the team is delivered by using all the appropriate material available;
• Review and appraise the performance of staff to achieve consistently high standards and encourage personal and professional development;
• Adhere to and ensure compliance with all SandpiperCI policies and procedures;
• Operate store tills to enable customers to pay for products, receive refunds or do exchanges;
• Log any till issues immediately & ensure a timely resolution;
• Ensure the store is presentable externally, with clean windows and facia, a working sign, opening times displayed correctly, and PoS displayed to company guidelines;
• Merchandise the store to Company guidelines, ensuring spinners are full, everyday/seasonal cards are set to plan with full availability, display baskets are merchandised appropriately and full, and the counter and window display are compelling;
• Plan and implement sales, peak trading events and promotional periods in line with business plan target spend;
• Ensure all brand information and documentation are delivered and implemented in-store to brand guidelines;
• Ensure full stock availability, by keeping the scanning book up to date, using the red card procedure for scanning, and ensuring cards and product are scanned on the appropriate scanning day, at the correct level;
• Deliveries are to be sorted and stored in line with Health and Safety guidelines. Stockrooms are to be zoned and kept clean and tidy;
• Carry over stock is to be packed away correctly ensuring non-specific lines are fed through everyday sales;
• Ensure rota’s are planned in advance, with 4 weeks rota’s available for staff to view, kept in line with store target hours, and staff contracted hours, with all sections completed correctly;
• Ensure staff are aware of the Sales and ABV targets, and that these are recorded appropriately in line with Company guidelines, weekly sales data is to be prepared and submitted on time;
• If applicable, be aware of the Mystery Shopper guidelines, implement these throughout the store, and react to the monthly report when received;
• Ensure that all handling of stock or monies is following SandpiperCI policy and procedure;
• Remove ‘waste’ and damaged stock from the sales floor and complete required paperwork;
• Manage Theft and Loss via weekly investigations into price amendments, till shorts, negative stock sales etc.;
• Watch out for theft, fraudulent methods of payment and deceitful purchases;
• Manage the Back of House efficiently and effectively;
• Implementing excellent store Standards by continuously reviewing the Sandpiper Retail Store Standards Guide;
• Action the directions issued in the weekly / seasonal / audit Retail News Bulletin in a timely manner, and ensure all staff read and sign this document on a weekly basis;
• Utilise the Operational Diary as a management tool for planning and recording store data, and ensuring all daily checks are carried out such as Taskmaster;
• Set up on an annual basis the filing system for the year, and keep all documents filed correctly, and the office area kept tidy;
• Ensure all items in store are correctly priced with a price label, conducting weekly 100% price checks;
• Ensure a daily floor walk is completed and all team members have clear tasks for the day;
• Plan and carry out stock takes;
• Daily checks on B.O.B. (Card Factory Intranet) to ensure all tasks are completed and any new guidelines are implemented;
• Seasonal feedback on key events to Brand Director;
• Weekly feedback and store pictures sent to brand director by stated deadlines;
• Ensure helium orders are placed weekly and helium storage is as per health and safety guidelines.
• Ensure training on balloon inflation is thoroughly carried out with all team members as per the Card Factory guidelines;
• As necessary, work out of the role to meet customer and business needs.