CONVENIENCE & OFF LICENCE MANAGER

Applicants close: 9th of September

35 hours per week

Salary: £26,845

Responsible for:

• Trainee Managers
• Deputy Manager
• Assistant Managers
• Team Leaders
• Senior Sales Assistants
• Sales Assistants
• Any other staff under your supervision

Responsible to:

• Operations Manager
• Area Manager
• On-Call Manager

Main purpose of job:

• To deliver, promote and implement behaviours and actions to provide excellent customer service.
• To implement all necessary processes and procedures to achieve high performance standards in your Store.
• To implement all necessary processes and procedures to maximise both staff and store performance to increase the profitability of your Store.
• Make full use of all resources to maximise the effectiveness and efficiency of your Store.
• To manage your staff and ensure their adherence of all Company Policies & Procedures.
• To plan, review and implement both short and long-term strategies to further develop the growth and development of WineFlair (Belfast) Ltd.

Tasks/duties involved:

Customer Service:

• To ensure all staff offer a friendly and efficient Customer Service in Store, implementing all Company Policies, Procedures and Guidelines to ensure excellent service and experience for the Customer.
• To ensure Customers are served as quickly and efficiently as possible by planning staffing levels for busy periods, promotions, activities in the area etc. and anticipating customer flows.
• To maximise the needs, requests and demands of your Customers wherever possible, by ensuring your Store has the correct stock and quantities as required.
• To respond and manage any customer queries or complaints as quickly and effectively as possible. Ensure all documentation is completed as required and escalate to the appropriate Head Office Personnel.
• To continuously expand the Product Knowledge of yourself and your team and ensure this knowledge is used to maximise sales and where appropriate share with Customers.
• To maximise and develop the Store layout plans ensuring appearance of the shop meets with Company guidelines, marketing and promotional plans and is appealing to Customers.
• To always appear well presented and professional in appearance and manner at all times. Where a Company uniform is provided, including Challenge 21 Badge, it must be worn in accordance with Company Policy. If uniform not provided to dress appropriately no denims, football or sport tops and safe footwear no flip flops, high heels or trainers.
• Ensure that all staff are trained in excellent Customer Service Skills and Good Practices.

Staffing and Training:

• To manage, operate and staff your Store within the Operational Budgeted Hours set for the Store, to minimise overheads, costs and work using all the resources available and your experience to achieve Targets and Profit Margins.
• Draw up, monitor and maintain Rotas to ensure the necessary staffing levels to maximise customer flow patterns and where necessary or not required reduce staffing levels to single manning.
• Ensure yourself and all your staff are adequately trained and knowledgeable of all WineFlairs Policies and Procedures and able to work unaccompanied using their own initiative.
• Ensure that the Store is open for business throughout the prescribed opening hours, plan staff rotas and holidays to ensure there is always the necessary level of staff.
• Make all necessary changes to staffing levels/cover to deal with staff absence and/or sickness.
• Maintain adequate staffing levels for your Store and assist in the recruitment and selection of replacement staff as necessary.
• To ensure staff receive any necessary new training or refresher training required to do their job and that they attend all training courses scheduled where required.
• To be fully familiar with all routine operational tasks performed by staff at the store e.g. till operation, cash handling procedures, replenishment of stock, line counts, re-labelling etc.
• To manage staff performance through clear communication of expected WineFlair standards and providing feedback on individual performance and progress while employed with WineFlair.
• Manage poor and/or unsatisfactory staff performance using tools and support available performance review, performance improvement plans, retraining and if necessary escalate to H.R. for disciplinary action.
• Encourage teamwork to support the achievement of business objectives.
• Discuss store performance and sales achievements regularly with staff and encourage them to contribute ideas and suggestions for improvements.
• Set up effective communication means/channels so that you can communicate all company information to all staff employed at your Store.
• Encourage good communications between staff members at all times.
• Be aware of and adhere to WineFlairs Policies concerning Harassment, Equal Opportunities, Sickness, Absence, Holiday Entitlement, Performance Management, Disciplinary and Grievance Procedures as necessary in accordance with Company Policies.
• Lead by example, setting and adhere to standards of conduct and performance expected of your position and ensure that all staff do the same.