Escape Recruitment Services Commercial Division are recruiting for our client, a well-known and successful national brand. We have an exceptional opportunity for an experienced People & Operations Manager for their retail store based in Fife.
You will be responsible for overseeing both the operational and people management functions of the store while driving sales growth and ensuring exceptional customer service. You'll report directly to business stakeholders and play a key role in maintaining high standards in service delivery and store operations. Responsibilities include:
Sales & Customer Service
Work closely with business Stakeholders to execute the stores sales and growth strategy, identifying opportunities to increase sales revenue
Take ownership of the stores revenue sales target ensuring you meet personal and individual team targets
Implement individual team KPI targets in line with achieving overall stores revenue targets
Motivate staff to support individual and store performance
Drive local and corporate sales campaigns and initiatives, ensuring team understanding and buy in
Ensure customers receive exceptional service levels at all times
Lead by example in order to consistently demonstrate what exceptional service looks like
Resolve customer service issues and complaints
Effectively manage customer flow is managed in store
Ensure customers are provided with accurate product knowledge
Provide regular updates and reports to business Stakeholders on store performanceOperations Management
Plan and manage a complex staff rota ensuring adequate store cover at all times
Communicate and update staff on store priorities and performance
Drive company Vision and Values awareness and activities
Manage visual merchandising effectively
Work closely with corporate partners to ensure consistency in store branding, policies etc
Review and maintain stock levels
Ensure high standards throughout store
Control daily banking and cash handling following company processes
Identify opportunities to streamline store processes and proceduresPeople Management
Manage and approve staff shift and holiday requests, ensuring minimum staffing levels are maintained
Conduct regularly staff performance reviews
Recruit, onboard and induct new staff including conducting probationary reviews
Conduct staff training
Develop individual training and development plans for staff
Identify staff development opportunities and implement progression plans
Record and track staff absence
Deal with any staff issues
Manage disciplinaries and grievances processes
Ensure business Stakeholders are updated on relevant staff concerns
Maintain staff personnel paperwork and recordsExperience & Background Required
Retail Experience: Strong people management background, ideally in a retail environment
Sales & Performance Management: Experience in managing sales revenue targets and KPIs
Customer-Focused Role: Proven experience in a customer service environment
HR Knowledge: Familiarity with HR processes like performance reviews, disciplinaries, and grievances
Communication & Leadership: Excellent communication skills and the ability to motivate and manage a team
Administrative Skills: Strong organisation and administrative abilities for maintaining staff records and paperwork
