POSITION SUMMARY:

The Retail Manager thinks strategically and strives for excellence in execution in managing the total operation of their assigned store and supervises the store and employees in aligning and engaging the team in the vision. The Retail Manager is responsible for the hiring, training and development of talent and capabilities of their employees. They will generate sales through their team, perform outstanding customer service, demonstrates learning agility, demonstrates learning agility and maximize profits by controlling expenses. The Retail Manager must develop strong working collaborative relationships with their retail partner store or mall management (as applicable); AT&D of their region, and head office support departments.

PRINCIPLE ACCOUNTABILITIES:

Sales Performance

• Thinks strategically regarding what capabilities and management systems are required to create and maintain an atmosphere geared to achieving sales and profit goals.
• Determine and communicate individual and team sales goals and hold staff accountable for results in accordance with the company’s business practices.
• Analyze and review goal attainment and develop strategies to improve performance.
• Maintain appropriate inventory levels.
• Meet your individual responsibility for your appropriate contribution to the team’s goals in term of service, sales and company objectives.

Customer Service

• Greet customer within 30 seconds upon their arrival- ask if they need assistance, if unable to assist customer at that time, ensure that someone will be there shortly (based on standards communicated during Basic Training).
• Work with AT&D to ensure staff is trained in service and artistic skills as established by the company.
• Model the standard for staff in regards to customer service expectations as outlined by M·A·C.
• Ensure staff delivers consistent, excellent in execution in accordance with our standards.
• Resolve Customer issues and requests in an efficient and quick manner that builds relationships based on trust and respect.
• Develop and utilize customer database for phone calls, product launches events and appointments in conjunction with the company’s customer program.

Manager / Staff Relationship

• Maintain a cohesive, cooperative work environment through team building and motivation.
• Manage time, establish clear priorities and delegate effectively and efficiently to meet goals, objectives, and maximize individual contribution and engagement.
• Maintain a communication system for the store that identifies and cultivates essential skills and attributes to ensure all staff review current initiatives and direction to maximize individual contribution and engagement.
• Hold regular, productive staff meetings with AT&D present to reference best practices and seek feedback in order to improve their work.

Development

• Recruit, hire and develop top Artist and management professionals, maintaining an active candidate pool.
• Administer all training programs for selling skills, customer service, products and operations.
• Conduct monthly coaching sessions to communicate objectives, set goals, align and engage the team in the vision, and follow up on progress according to the company’s business programs.
• Perform thorough and timely staff reviews and initiate increases, promotions, disciplinary action and terminations with MRO and Human Resources approval.

Administration

• Control all store expenses within budget guidelines.
• Ensure accurate management of employee time reporting.
• Execute new launch displays, collateral placement, etc.
• Prepare, coordinate and ensure a complete and accurate physical inventory as required.
• Oversee all planning details for events.
• Follow and implement all corporate visual presentation standards and guidelines.

Store Operations

• Manage cash loss prevention procedures and established security policies (daily deposits and armored car service).
• Ensure procedures regarding keys, locks and alarm systems are adhered to.
• Receive shipments and follow special handling protocols as applicable when returning merchandise.

EFFORT:

• This position requires excellent communication skills to be utilized on a daily basis.
• This position requires moderate physical effort.
• Some unpacking and packing of materials is required when restocking the floor supplies.
• There may be moving and setting up of displays and other events taking place in your location.
• At counters, one must stand nearly 8 hours.

WORKING CONDITIONS:

• Retail Partnered Stores
• Freestanding M·A·C Stores (retail selling floor).