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Form of work
SalaryROLE OBJECTIVE:
Honey Birdette, a subsidiary of our parent brand PLBY Group, is looking for a dedicated Area Manager to join our team! Reporting to the State Manager, the Area Manager will handle achievement of sales results and KPIs, expense control, labor management, inventory management, shrinkage, gross profit and profit contribution for all Boutiques within the Area. In this role, you will be responsible for training and development of Boutique Managers and Retail Team by creating an aspirational and inspiring high-performance culture that is maintained through our company vision to always be Customer obsessed. You will be accountable for area leadership demonstrated by and results of Boutique Management
KEY DUTIES & ACTIVITIES
CUSTOMER - Create and promote the Honey Birdette Customer culture
RESULTS - Deliver required sales, labor, contribution and shrinkage results
TEAM LEADERSHIP - Create and promote a positive succession plan through a positive team leadership culture
RETAIL STRATEGY - Build and plan retail strategies that align with the Honey Birdette vision
CUSTOMER EXPERIENCE
Providing premium Customer service through a unique approach to deliver for our internal and external customers while giving recognition frequently to reinforce desired behaviors within team
Ensure the Customer perspective is the driving force behind business decisions, practices and activities. Seek to understand the Customers issues, expectations and needs – take an innovative approach to anticipate and act with urgency.- Set and uphold superior Customer experiences and actively promote a positive Customer culture. Ensure elite ‘Customer Experience’ training is delivered to all team at the commencement of their employment and there is a culture of feedback to constantly enhance and keep the Team motivated to perform and develop. Ensure all Boutique Managers are coaching the team on providing superior Customer Experience training and development.
- Ensure team are measured daily, weekly, monthly against all key brand KPI’s with supportive feedback delivered in the same manner to all team by their line managers
- Leads by example.
- Ensure Boutique presentation is always immaculate through implementing policies, procedures and relevant tools to support superior Boutique standards that will in turn support exceptional Customer experiences. Implement a competition and recognition culture for all Team who deliver exceptional Customer experiences including incentive programs for all Team at all levels in retail.
- Ensure Customer complaints are managed via the Customer complaint policy and improvement plans implemented. Deliver on commitments made to internal and external Customers upholding integrity.
TEAM PROGRESSION
- Build strong succession plans for continued growth through tailored programs and driving a feedback culture.
- Collaborate with the State Manager to implement effective tools to ensure the Customer Experience Boutique standards, policies and procedures are at an elite standard
- Ensure compliance with best practice recruitment, inductions, training plans, probations and succession planning Promote a feedback culture amongst the Area in accordance with the State Manager to ensure the team are constantly developing and the brand is adapting to team feedback.
- Ensure Boutique Managers are compliant with necessary admin functions including but not limited to Kronos scheduling, clocking and approvals, world manager sign offs, emails.
COMMUNICATION
Communication is clear and a feedback culture is maintained which promotes a positive impact on the brand and our internal and external Customers
Professional, weekly communication driving Customer culture as priority covering Customer, Team and execution of KPI’s each Tuesday to the Boutique Management Team- Morning calls are to be delivered to each direct report, each working day with communication plans set for all RDOs Team changes are to be communicated to all levels required as they happen to ensure all customer support and retail team are well informed in line with company standards
- Ensure all major events are planned to ensure the Customer experience is only positively impacted and brand costs are controlled within budget
- Morale and motivation of Team (unwanted or high team turnover)
- Team behaviours reflect the philosophy and values of Honey Birdette
TEAM LEADERSHIP
Boutique Managers understand their role, receive continuous Coaching and support and consistently perform to the highest standard. Vacant position rare due to effective succession planning and proactive talent pooling and team are highly engaged Ensure performance management is within compliance and company standards, and in accordance with industry expectations, including documentation of performance management discussions.
Implement improvement strategies and development plans- When presented with feedback, use it as a foundation to implement improvement
- One on one’s area to be held weekly with all direct reports reviewing and setting performance expectations with Customers, Team and execution
- Objective Meetings are to be held monthly with each direct report to review and set each states strategy for the month prior and month ahead
- Bi-annual Appraisals area to be completed with all direct reports
- Boutique visits each fortnight and with Flagships once a week as relevant.
- Develop relationships with center managers and marketing managers
RESULTS
Area consistently achieves sales targets on a daily, weekly, monthly and yearly basis, and team individual KPIs are at benchmark or above .
Implement and manage sales targets and KPI’s daily, weekly, monthly in collaboration with the State Manager to increase sales and Customer experience- Provide targeted coaching and feedback to ensure company benchmarks are achieved and team are improving Ensure all new team have been onboarded in line with company standards
- Achieve the set wage targets for all Boutiques monthly
- Review Boutique controllable contribution results monthly and ensure action plans are set in place via the monthly objective meetings to improve
- Control shrinkage through implementing stocktake policies and procedures, stocktake action plans are to be put in place and to be followed up
- Investigate and capitalize on commercial opportunities through center marketing and event activities
INVENTORY
- Ensure efficient inventory management to deliver accuracy in product to our Customers
- Ensure accuracy of inventory management and provide team training in all areas of inventory
- Ensure stocktake policy is adhered to in accordance with Loss and Prevention
- Maintain a sense of urgency with stock integrity to ensure shrinkage remains at a minimum
- Provide feedback to product on all opportunities to improve inventory levels and stock handling processes
- Gross profit/margin is to be monitored and maximized in every Boutique
- Control shrinkage in each Boutique and ensure shrinkage and faulty stock fall under budget
ADMINISTRATIVE
- All components contributing to the operational success of Area are completed accurately and in line with company deadlines.
- Understand and communicate business directives, marketing campaigns, sale set ups and operational changes Uphold a high expectation of 48-hour response time on all emails, ensuring all
- Boutiques are responded to urgently with all action required from Leadership Team and Customer Support Team
- Review the Sale reports daily, weekly and monthly and implement strategies across area for continued growth
- Complete all administration (Kronos, The Hive and other administrative duties) for area within company deadlines
- Ensure punctuality and accuracy of retail administration to Customer Support is met including but not limited to responses to Boutiques, Customer service, Product Team and payroll
- Implement strategies in accordance with Loss and Prevention to minimize shrinkage through stock takes, bag checks and reviewing team purchases
- Be planned and organized for all conference calls, objective meetings, one on ones and Boutique visits with the State or National Manager
