Description:
At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer’s lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experience to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
KNOW THE ROLE
CUSTOMER SERVICE
- Ensure extraordinary Customer Service is delivered at all times achieving store NPS (Net Promoter Score) targets.
- Support the management team with the coordination and implementation of all customer related events and in store promotions.
- Support and coach team members with customer queries / returns where necessary.
- Create awareness of additional services and ensure that they are offered to customers e.g. Personal Shopping and Brown Thomas Loyalty Card
- To ensure that all team members have a full working knowledge of the companies CRM programme and are compliant in its use.
SALES
- Communicate Daily/ Weekly Sales targets to the relevant teams and departments.
- To monitor department product lines, and propose actions to Senior Management.
- Support with communicating and implementing sales strategies.
PEOPLE
- Participate and support with delivering team briefs.
- Ensure team members are adequately upskilled and inducted into their relevant areas, i.e. Team Member Buddy Programme.
- Provide a forum for team members to discuss issues and problems relating to the department and to brain storm solutions.
- Support Department Manager in the completion of daily floor planners to provide for the smooth running of each area.
- Ensure all team members are dressed appropriately for business each day, complying with the company dress / grooming guidelines.
- Be aware and observe all Company policies and procedures (see Company handbook & policies and procedures on the system).
- Actively live and embed the Brown Thomas Arnotts Group Values with each team on a regular basis.
- Recognise and coach good performers with positive reinforcement for continued performance and coach poor performers outlining the expected levels of performance and behaviour.
- Delegate tasks and assign responsibilities ensuring follow up.
MERCHANDISING
- Ensure department housekeeping standards are maintained on a daily basis using standards checklist.
- Ensure stockrooms are laid out in an orderly, disciplined and commercial fashion and kept neat and tidy at all times.
- Ensure all merchandise is checked, priced and stocked properly.
- Be aware of all store promotional activities, including window displays, advertising etc.
- Ensure all promotional material/ticketing is ordered and in place on time and in keeping with company standards.
- Ensure regular feedback is given to senior management on customer reactions to merchandise.
GENERAL
- To assist with any other duties required by Store Management.
- To maintain a good working relationship with colleagues in store, Head Office, Brown Thomas Dublin, BT2 / Regional Stores and Arnotts.
- To represent the Company’s interests with all internal & external interactions.
- To observe confidentiality in respect of Company activities.
- To be aware of and adhere to all store audit requirements