Shop Manager

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POST DATE 8/13/2016
END DATE 10/25/2016

The Body Shop Inc. Natick, MA

Natick, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


JOB TITLE: Shop Manager
Reports to: District Sales Manager
Band: C
Division / Department: US Market/Shop Operations
Location: Field

Purpose of role:
The Shop Manager is responsible and accountable for managing all operational aspects of their shop in order to maximize sales and profitability through exceptional customer service. The Shop Manager is committed to establishing and maintaining high professional standards in the areas of sales performance, customer service, visual presentation, inventory management, facility maintenance, shop operations, and personnel management and development. He / she will demonstrate and uphold the values and vision of the company.

Role Definitions
Key Job Accountabilities:

Drives the Business
Monitors store and staff performance closely
Understands and demonstrates how to drive the shop business during assigned work shifts
Analyzes and understands the causes of sales trends
Creates plans to proactively identify new approaches to drive sales and profitability and adapts them where necessary
Initiates change and communicates change messages positively
Identifies opportunities and problems and acts quickly to address them
Gives constructive feedback to the business on performance of sales initiatives
Understands competitor activity and implications for the store

Leads the Store Team
Leads by example on the shop floor; viewed as a role model
Sets stretch, yet fair targets for store teams
Clarifies expectations and gives ongoing constructive feedback
Delegates appropriately, giving responsibility and development opportunities
Adapts leadership style to get the best out of different team members
Recognizes and rewards good performance
Builds capability of the team through coaching and encouraging learning from others
Ensures all team members have the knowledge and skills required to successfully carry out their work
Recruits the right employee profiles for the store team

Focus on the Customer
Consistently operates with sense of urgency for customers
Consistently establishes customer needs
Effectively suggests new products or promotions tied to customer interests
Is able to resolve customer concerns and manages returns into exchanges effectively
Creates brand loyal customers by demonstrating and modelling effective clienteling
Uses demonstrations and sampling to create theater and energy in the shop
Follows company guidelines for customer service expectations
Understands the importance of conversion, consistently closes the sale effectively
Demonstrates the ability to connect with people from the shop lease line and convert them into customers.

Achieves Results
Meets all personal targets, exceeding some; consistently pushes self for results
Understands importance of meeting personal targets and is willing to help others when asked
Plans and prioritizes tasks effectively
Thinks creatively to identify new ways to reach goals
Accomplishes assigned tasks and takes initiative to complete tasks not assigned
Encourages others and creates an atmosphere of friendly competition
Works independently to complete tasks with little direction
Helps team to understand why policy and procedure are important

Sells with Passion
Passionate about selling products and being an ambassador for our campaigns
Conveys enthusiasm for the brand or products to colleagues and customers
Engages customers and colleagues in The Body Shop values through selling campaign products and volunteering
Learns and maintains strong level of product knowledge and ingredients
Learns competitor products and uses this information to effectively sell benefits of our products
Shares sales and product tips with colleagues and displays desire to learn from others
Identifies opportunities to improve store appearance; always maintains personal image to reflect store

Builds Team Energy
Proactively asks for help and support
Identifies and changes personal behaviors in order to positively impact the team
Proactively gives feedback; responds positively to feedback given
Builds strong working relationships with colleagues
Communicates openly and honestly with others
Is supportive of change and always reacts positively to new ideas or operational changes

Retail Operations
Understands and instructs the store staff on current and future policies and procedures including the POS, intranet and HR systems
Able to operate multiple programs and systems through the POS system and train others
Provides leadership and guidance in matters of customer service and customer satisfaction.
Able to plan effective team scheduling that best meets the needs of the business
Protects company assets and general liability through proper procedures, highest levels of customer service, and using sound judgment
Able to complete required paperwork and reports timely and accurately
Meets or exceeds all audit standards
Develop and executes sales plans to meet or exceed established KPI s and is able to articulate and present the shop s business performance as needed
Ensures that all corporate, federal, state, and local postings and communications are posted in the appropriate areas and the team has read and understood them
Ensures that all training and development materials are being utilized and training trackers are up to date
Ensures that all Safety, Health and Environment policies and procedures are adhered to and issues/ occurrences are reported in a timely manner
Monitors and maintains facility standards and ensures that repairs are completed timely.
Accountable for clean and safe stockroom standards.
Ensures shipment processing is safe, accurate, and timely.
Monitors and protects inventory processes to reduce physical and administrative losses.
Accountable for the execution and planning of shop appearance guidelines, promotional events, including the creation of local in-shop specific clientele events.
Accountable for monitoring and controlling in-shop expenses, including payroll
Is comfortable and able to communicate and sell to customers by phone in a friendly, positive, manner

Other Responsibilities
Perform other related duties as assigned or requested.
Responsible for maintaining the ethical standards of The Body Shop including minimizing the environmental, health and safety risks in the workplace. Report potential risks, near misses and actual accidents to relevant managers.

Personal requirements for role

Bachelor s Degree or equivalent work experience
Minimum of 2-5 years management experience required
2+ years prior consultative sales experience required
Prior customer service experience required
1-3 years experience working in a retail business preferred
Prior experience working in cosmetic industry preferred

Must be (18) years of age or older due to supervision responsibilities, safety and security issues and responsibilities associated with company assets.
Open availability for evening, weekend, and holiday shifts
Excellent interpersonal, communication and presentation skills
Proven ability to drive sales results
Strong written and verbal communication skills
Effective management skills
High standards of tact, discretion and confidentiality
Business acumen and P&L accountability

Supervisory Level
Does this position have supervisory/management responsibilities? Yes 0 No
If yes, does the responsibility include hiring, firing, disciplinary actions and performance appraisals? Yes

Physical Demands (Required by ADA)
What kinds of physical demands are required in this job? (Check those which apply and indicate the frequency required)
Sitting How often? Not Applicable Standing