General Manager | The Shops at Crystals

Job Description

JOB TITLE : General Manager | The Shops at Crystals

REPORTS TO: Vice President of Retail, Americas

Job Purpose:

The General Manager is responsible for leading the long-term strategic vision for the Store, as well as the day-to-day business operation, including coaching and management of the sales team, driving sales target achievement, delivering top client experience and achieving people and operational excellence through process and procedure.

Tasks & Responsibilities:

Business Leadership

• Responsible for achievement of annual Store sales goals across product categories, including Mens, Women's, MTM, LGDS & Shoes
• Measure and monitor Store performance and key KPI’s daily, weekly and monthly; drive sales achievement vs budget
• Assign Sales Associates goals; train, coach, develop, and lead sales associates in selling behaviors and sales generation
• Provide and inspire outstanding service to our customers; coach and develop the team to model exceptional client experience
• Manage Store budget to ensure revenue and profitability targets are achieved
• Conduct regular reporting to ensure sales trends are monitored and communicated
• Deliver Operational excellence; model leadership behaviors and support the global TOM FORD vision of excellence
• Maintain an active presence in the local community; keep informed about business competitors, major events, and market trends

Client Experience & Development

• Elevate client experience and drive clienteling actions, including the development of existing clients and acquisition of new clients
• Demonstrate sales leadership by playing an active role on the sales floor through customer engagement with top clients, ensuring that the highest level of customer service is provided
• Develop and execute strategies to retain and develop top-tier clients and high-potential clients
• Drive company CRM and Marketing initiatives by developing and executing action plans
• Lead client outreach, consignment, and appointment setting

Product & Stock Management:

• Participate in the preparation of merchandise displays and presentations, exercising independent judgment and discretion in applying merchandising concepts and guidelines
• Maintain sales floor to a high standard in line with Brand guidelines
• Drive sell-thru and coordinate product needs with Tom Ford Fashion Americas Merchandising team
• Facilitate transfers to support optimal sell-thru and support zone success
• Minimize stock damages thru strong stock management and ensuring excellence in BOH
• Coordinate and participate in department inventories
• Monitor merchandise pricing

Store Operations & Process Management:

• Oversee Company policies and compliance matters; ensure adherence to policies and standards, such as safekeeping of Company funds and property, personnel practices, merchandise handling, security, sales and record-keeping procedures
• Follow the Company operational guidelines and polices at all times
• Maintain the safety of the Store and its Employees at all times
• Open and close the Store; ensure compliance with all security and safety procedures
• Ensure optimal staffing across all departments by effectively managing schedules to maintain appropriate coverage

People & Talent Development

• Build strong market talent pipelines, identify, recruit, and retain top talents
• Lead Store Performance Management process: set clear expectations, reward and recognize top performance and correct underperformance as needed
• Create a safe and inclusive workplace for employees and clients; partner with Director of Retail and Human Resources to ensure all safety, compliance and Employee Relations matters are resolved in a timely matter
• Own store and team communication; lead regular store meetings to discuss goals, performance, sales training, product knowledge, merchandising, and to convey other necessary information to management staff and associates
• Create high energy and a positive work environment; maintain a fair, consistent, and equitable set of standards to inspire and motivate the team

Skills, Competencies & Requirements

• 7-10 years of retail experience required; preferably in a luxury environment
• Strong entrepreneurial spirit, initiative, and commercial ability
• Deep knowledge of the luxury industry with a high level of fashion sensitivity
• Availability to work during Store hours of operation, including nights, weekends, and holidays, as needed
• Ability to maintain presence on selling floor for long periods as needed
• Strong interpersonal, communication, organization, and follow-through skills
• Capacity to motivate, train and develop a sales and operations team
• Ability to create high energy and a positive work environment.
• Successfully work and manage time in a dynamic and fast paced environment
• Must be able to operate all equipment necessary to perform the job, including Microsoft Excel, Word, PPT and Microsoft Teams, POS and phone systems, cash register and all other office equipment as needed
• Ability to lift or carry (pushing/pulling) up to 25 pounds (or more).
• Ability to bend, stoop, reach or squat to handle and stock merchandise
• Ability to stand or walk for long periods (4-6 hours)