Brown Thomas Retail Opportunities

Position Description

HOBBS, Concession Manager, Full Time, Brown Thomas Galway
ID 2311
Job Type All Retail Sales
Location Brown Thomas, Galway
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GET TO KNOW US:

 

In 1981, Hobbs was established in Hampstead, London. A green village in the midst of a city that never stops. It will always be our spiritual home, wherever we are in the world. Modern cuts, feminine tailoring and heritage craftsmanship – inspired by London, designed here and brought to life by our in-house atelier. We don’t get swayed by trends that come and go. We’re smart enough to see beyond the throwaway, to seek out styles that will stay relevant. Current yet timeless, we make the pieces you’ll still be reaching for ten years from now.

Our promise is luxury. Our pledge is affordability. From our London atelier to the factory we own in Italy where we make our shoes, we take pride in every fabric, print and finish to create the finest collections. We spend untold hours tailoring every piece to perfection - which means you never need to think twice about that dress, suit or jacket that just so happens to fit you like a dream .

 

KNOW THE ROLE:

HOBBS in our Brown Thomas Galway store are currently looking for a Concession Manager to join their team on a full-time permanent basis.

To support and drive the team to achieve sales, productivity, profit and drive a ‘customer-first’ attitude. To ensure every customer experience is tailored and memorable by inspiring and leading the team to deliver exceptional customer service, and implement and uphold outstanding standards, Ability to convert the Hobbs service strategy into real, shop-floor activities and drive and confidently manage all operational processes, and deliver strong results, through a clear leadership strategy. Ability to recruit, retain, motivate and develop your team to drive the success of your location. Willingness to think of new and innovative solutions to driving sales and customer service levels ensuring profitability of the location.

KNOW WHAT WE'RE LOOKING FOR:

KEY BEHAVIOURS AND DESIRABLE CHARACTERISTICS:

  • Pro-active, energetic, and passionate; customer-centric approach
  • Driven by clear, tangible results
  • Strategic thinker with keen focus on people development
  • Assertive and confident with an ability to positively challenge and influence senior management
  • Practical and dynamic in discovering new ways of working and supporting the team through business change in a positive way
  • Results oriented, commercially aware and sales driven; works well under pressure
  • An influential role model with a collaborative, strong leadership style
  • Articulate and decisive with an excellent attention to detail
  • A clear confidence with delivering great service and engagement
  • Natural leader and strong coach, demonstrates challenge and evolve
  • Open and honest communicator
  • Strives for continuous improvement

 

COMPETENCIES REQUIRED

Selling and Outstanding Customer Service

  • Ability to drive and succeed with individual and Concession targets and sales performances; plan, apply and implement the required measures
  • Ability to drive profitability through effective and efficient management and communication within team
  • Drives and delivers on all business KPI’s and ensures the team implement necessary actions as solutions where necessary: sales, Clienteling, stock loss, controllable costs, payroll and productivity, and uses this information to make informed decisions
  • Willingness to go the extra mile to meet the customers’ unique style needs and override any objection through tailored, appropriate questioning and observations
  • Creates an environment where the team are continuously delighting the customer and communicates with clarity that the customer is the primary focus for all selling activity
  • Coaches and supports their team on product knowledge and the collection so that they understand the impact their service level is having
  • Proactively coaches the team to identify sales opportunities through all Omni Channel routes to maximise customer loyalty and repeat spending
  • Sets Concession targets and consistently reviews the levels of service being produced by self and others and ensures improvements are made when required
  • Seek out customer feedback, evaluating it and making changes where appropriate
  • Creative and persistent in their mission to offer the best customer experience amongst competitors
  • Rewards and recognises excellent customer service at every opportunity while managingpoor customer service consistently
  • Build customer loyalty through our Together scheme and booking in customer appointments; champion this scheme amongst the team to drive relationships, sales volume and the concession’s customer base
  • Continually embraces new ideas acting as a leader of change within the team

 

Commercial and Strategic Awareness

  • Accurately interprets data to pinpoint risk versus opportunities and takes action
  • Merchandises the collection in a visually exciting way to increase footfall and drive sales whilst remaining in line with visual guidelines
  • Be commercially aware and responsive to current sales trends, analysing and acting on stock levels and space in order to maximise sales
  • Works alongside the Regional Manager to ensure that the concession has the right stock package for the market
  • Proactively developing new business initiatives and events through networking and marketing tools. Aware of local events and opportunities and uses this to promote the brand whilst adopting best practice ideas with own store events
  • Gives quality feedback on trading, whilst also thinking of ways to improve current trade
  • Empowered to take on “own business” mentality and creates ideas to move the brand forward
  • Uses Day-by-Day reports to monitor and act proactively to improve key performance indicators; helps collate trade feedback
  • Responsive to current sales trends, analysing and acting on stock levels to maximise sales
  • Understands Concession service strategy and demonstrates how this can be adapted to the requirements of every customer

 

Personal and Team Management

  • Recruits highly ambitious competent individuals who fit the brand and are passionate about Hobbs
  • Works collaboratively to drive the management team to develier clear results, maximise potential and increase performance through a coaching attitude, offering bespoke training throughout the on-boarding journey and beyond the employee experience
  • Engages and inspires the team to sell the collection with passion and enthusiasm
  • Ensures personal development reviews are planned and carried out in a timely and motivational manner
  • Able to articulate accurate feedback about performance in a constructive and developmental manner
  • Develops training and development plans based on assessment of needs of the team
  • Uses performance management processes to ensure all teams are at the required standard
  • Ability to deal with any sensitive information and works closely with partners in HR to manage employees
  • Leads team meetings to reinforce key targets, promotions and business communication
  • Encourages retention through ensuring team are on-board with brand strategy and management team’s thinking in line with wider business initiatives
  • To take responsibility for co-ordinating a number of critical business duties within the concession and utilise the support of others to achieve.

 

Omni-channel business

  • Drives all Omni-channel options within Hobbs to provide items anytime, anywhere and constantly drive new business through Sign ups and links transactions to customer profiles
  • Promote the brand, products and all Hobbs Omni-channel services at all times through customer interactions and an awareness of wider company service strategies

Concession operations

  • Manages all stock control and delivery procedures in the concession

 

  • Ensures that the sales floor is replenished at all times
  • Ensures immaculate presentation of concession in terms of cleanliness and tidiness and that the back of house also meets model standards
  • Able to provide informed decisions, based on the analysis of detailed records, including expenditure reports, sales figures and key employee performance indicators
  • Implements and maintains effective and efficient operational processes, procedures and administration; leading by example in the management of all aspects of operational compliance including stock loss management, health and safety, people management administration - time and attendance; ensure team adhere to all aspects of operational compliance
  • Responsible for authorising and processing post-void transactions, authorising promotional discounts and employee discount sales
  • Extensive knowledge of company policies, procedures and processes
  • To manage all Financial, Operational, Commercial and People development aspects of your site to drive ‘Success’ across all brands and teams
  • To manage relationship with Regional Manager to ensure clear communication channels are developed and supported

 

Living the Brand and the Brand Values

  • Builds trust amongst team through delegation and team work and a clear, management style
  • Holds and drives Head Office store visits in a confident way; providing an overview of trends making an impact on the market, concession performance and areas for improvement
  • Utilises team members with particular skillsets to upskill other members of staff
  • Adopts a ‘one-team’ and ‘one-business’ approach, facilitating a team unity
  • Acts as a buddy, role model and mentor to new Managers coming in to the business to encourage, inspire and motivate
  • To identify, share and spread best practice throughout the business
  • Demonstrates integrity and credibility and is visible and approachable at all times

 

 

KNOW HOW WE WORK: 

Doing the right thing: We act with authenticity, honesty and integrity in everything we do. 
Drive creativity: Encouraging working environments where everyone can use their creativity to drive the business forward in an ever changing Retail environment.
Inspiring the Customer: Our teams are passionate about creating an authentic and unique experience for all our customers.
Winning Together: Brown Thomas and Arnotts prides itself on working as one business and two brands. We share our knowledge and support others to be successful in achieving individual and company goals. 
Performing with Pride: We deliver results and celebrate success. 

 

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