Role Profile:

The below Key Performance Areas include but are not limited to:

• Lead store and Area teams to achieve their sales (based on set KPIs) with luxury customer service and clienteling
• Create a highly motivated team by recruiting and developing talent within the business
• Utilize KPI and KFR reports to ensure focus on key areas
• Review KPIs (ATV, IPC, Conversion, etc) on a regular basis and use as business development opportunities
• Drive Service & Selling, including clienteling initiative and ensure the team achieve their set selling targets and luxury customer service. Monitor performance vs BP
• Manage shrinkage targets and control operational costs in order to meet the BP
• Maximise the potential of store and area management through performance management, coaching and identifying development opportunities, to ensure all departments are staffed correctly, including succession planning and ongoing monitoring of manpower planning
• Ensure robust succession plan is in place
• Agree store headcounts with VP and work with HR/Recruitment to achieve
• Monitor and report vacancy statistics
• Create a two-way feedback loop with the Brand Team to enhance business performance, including recommendations for the collections
• Use sales density information to ensure maximization of sales across all departments
• Build external networks to understand market trends and competitor activities to ensure own brand is ahead in the market
• Build relationships with support departments including HR, Finance, IT, Audit, LP, Property, Facilities, etc
• Contribute to all aspects of the business development, including new store openings and store closures
• Liaise with internal/external parties to facilitate
• Ensure internal/external customer service is excellent through brand specific, including clienteling
• Liaise with Brand Training Manager to deliver Luxury Division’s and Alshaya induction and training programs
• Identify and re-evaluate training needs on a regular basis
• Fully utilize company reporting systems to monitor brand performance and implement corrective action when necessary
• Understand the composition and dynamics of the KFR reports
• Manage the P&L accounts for the store and ensure costs are kept under agreed budgets

Knowledge:

• Strong understanding of retail operations, sales performance drivers, and customer service excellence  
• Knowledge of beauty industry trends, products, and guest expectations  
• Familiarity with retail POS systems, scheduling platforms, and reporting tools  
• Understanding of HR practices including performance management, recruiting, and compliance  

Experience:

• Minimum of 5 years of progressive leadership experience in a retail or service environment  
• Proven track record of managing high-volume operations and leading large teams (15+ associates)  
• Experience in managing sales targets, labor controls, and operational metrics  
• Prior experience in the beauty  industry is a plus

Skills:

• Inspirational leadership with the ability to build, develop, and motivate a diverse team  
• Strong business acumen with analytical and problem-solving abilities  
• Excellent communication, collaboration, and interpersonal skills  
• Highly organized with the ability to prioritize, delegate, and manage multiple tasks  
• Passion for guest service, team development, and operational excellence