Assistant General Manager

Assistant General ManagerSupporting the General Manager to drive category performance with supervision of sales team to ensure great customer experiences. Driving sales goal attainment and providing real-time performance coaching to drive the overall Burberry Experience and Burberry Behaviours.KEY RESPONSIBILITIESLead sales associates to improve overall selling skills and close sales in order to achieve sales goals and KPIsWork to drive sales for an assigned category including partnering with the General Manager on sell-through, team training on assigned categoryLead a high performing customer facing and service orientated team. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategiesManage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to customersDrive partnership on the selling floor between sales associates, specialists, stock and operations teamCoach "in the moment" and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actionsWorking closely with the General Manager to develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviewsLead the integration of new joiners to the businessLead by example by delivering the Burberry Experience to customers when necessaryPartner with General Manager and Training to take ownership of Burberry Experience training within the store. Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips and talking through difficulties of individual associatesResolve difficult customer issues and escalate to management when necessary. In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee salesDrive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible. Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next levelPossess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operationsCreate and maintain an open, positive and harmonious work environmentAssist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS proceduresAdditional duties as required.MEASURES OF SUCCESSMonthly Burberry Experience evaluation scoreManaging performance improvement and development of associatesImprovement in every KPI within the retail scorecardSKILLS, KNOWLEDGE & EXPERIENCE REQUIREDAdvanced knowledge of POS systemAbility to handle complex customer service issues; (i.e. dissatisfied customers, complaints, returns, repairs & after-sales)Able to use a fluent and professional dialogue with clients and staffsPrevious experience with Apple mobile devices and comfortable with the use of digital tools1-2 years previous supervisory or management experience in retail sales