Flagship Department Manager

Position

General Purpose of the Position:

The Department Manager will lead and manage an assigned product category, and is able to enhance guest loyalty in order to achieve quantitative and qualitative goals assigned to the reference department. They will lead through others to guarantee a best in class guest experience, ensuring that stores teams are being coached and developed in order to achieve all business and KPI goals. They are a passionate, enthusiastic, motivating and collaborative leader that will partner with the Store Manager, to develop and build a culture of service excellence. The Department Manager will ensure that the guest experience is always held to Loro Piana standards, having a strong presence on the sales floor. They are an experienced manager who creates a climate of unsurpassed guest experience and client development by maximizing the performance of enthusiastic and engaging sales. This individual will fully embody the Loro Piana DNA; putting the guest at the center of everything.

Profile

Responsibilities:

Sales and Development

• Is a Brand Ambassador for the company, reflects the brand image at all times and ensures that the team is aligned as well
• Is an ambassador in their community developing relationships with all businesses, such as hotels and community associations to help drive results
• Creates business action plans to identifying opportunities and success within their category, taking initiative in communicating all business related needs to Store Director
• Responsible for sharing periodical sales analysis in order to optimize product re-order activities, always liaising with the Store Director
• Is responsible for the sales maximization of their department and the achievement of sales goal and KPIs, while collaborating with the Store Director
• In tandem with Management establishes quantitative and qualitative goals and executes results through analysis, monthly check of activities, as well as supporting the Store Director with monthly and annual performance reviews
• Is able to analyze the market in order to suggest improvements such as: understanding market trends and competitors in order to analyze and identify business opportunities/initiatives with the aim of improving sales, promoting new products, to be in line with the overall Company objectives and policies

Client management and Crm

• Guarantees and actively participates in managing guest relationships, ensuring an high level of satisfaction, coordinating the store team and implementing guidelines set by the Store Director
• Expand and increase guest database while maintaining existing relationships with loyal client base in order to promote guest loyalty, as well as partnering with the Store Director to focus on Top VICs
• Support to manage CRM KPIs set by marketing, ensuring that the necessary customer data is collected in order to contribute to the CRM reporting and strategy
• Support with all in store marketing events, working in tandem with the Store Director and marketing team
• Ensures that the after-sale service is managed with the same care and attention to detail as there are during the selling ceremony, always promoting brand standards and image
• Deepen the relationship with guests to achieve sales plan and drive lifetime loyalty and spend with new and existing guests.
• Identify loyal guests passions and social involvement in their community in order to create CSR opportunities.
• Elevate the guest experience by consistently delivering unique, personalized, memorable moments, both in store, through Omni channel and outside events.
• Demonstrate sales leadership by playing an active role on the sales floor and managing guest relationships personally.
• Ensure continuous guest experience management presence on the sales floor, coaching the team on the selling ceremony and ensuring Loro Piana customer experience expectations are being delivered at all times.

Additional information

Team management

• Supports the Store Director in the optimization of the store sales performance, increasing the customer service standards and working for the continuous development of the team’s product knowledge, customer service and selling skills
• Supports the Store Director in order to instill cohesion amongst the team, ensuring they are carrying out their responsibility to the best of their abilities
• Assist management inmentoring and leading existing team to develop and identify new talent to ensure best in class service & selling environment
• Holds sales teams’ accountable to achieving personal targets and goals
• Continuously train, encourage, coach, and provide qualitative feedback, utilizing reward and recognition
• Oversees and supervises sales teams’ guest interactions and sales, in order to provide positive or constructive feedback
• Supports the Store Director in the execution of annual performance reviews
• Is responsible for Sales Associate performance for their category and manages accordingly
• In tandem with the Store Director, proactively supports recruitment and all hiring needs whether positions are vacant or filled
• Is able to communicate effectively with leadership for all matters relating to the business

Visual

• Promptly informs the Store Director about displays and windows impact on sales
• Help to support and execute the visual merchandising guidelines, practices and standards to ensure that the store windows, display, product and store image are in line with corporate and HQ guidelines
• Ensures that the image of the department category and the product are always aligned to the Brand DNA
• Is in constant communication with the stock team on product levels, product challenges and is always proactive in finding solutions
• Supports in the organization of the daily opening activities and that the store complies with the visual and maintenance guidelines (product presentation, visual merchandising installations, maintenance activities, organization of the retail space and back office, etc.)

Operations and procedures

• Stays in the know relating to all the company procedures related to the store, delegates and oversees there proper execution
• Ensures that the security procedures are properly executed, relaying all communication to the Store Director
• Liaising with the Store Director for the stores theft and loss, as well as training store teams on loss prevention
• Ensure exceptional support to drive sales and guest service. Identify and execute efficiencies and best practices to help lead Guest Service team, BOH team and Alterations team to provide a seamless guest experience.

Stock

• Responsible for supporting the management and the optimization of the stockroom, in order to guarantee that the back of house is designed and set up to support the front of the house efficiently
• Supervises stock level activities, and is solution minded with challenges as it relates to stock and back of house matters
• Supports the Store Director in ensuring the care of all the products and materials in the stockroom are upheld to company standards at all times
• Analyzes the sales on the basis of the Company reports and verifies the stockpile of their own department daily, informing the Store Director about the technical and stock information related to the product and sharing them with the reference department team

Additional information for internal candidate

Skills, abilities and education required

• Detail oriented, with strong coaching, communication, leadership and management skills
• Prior work experience as a department manager in a free-standing luxury store preferred.
• Bachelor’s degree preferred

While the published salary range is a good faith reflection of the targeted salary level for the position, Loro Piana reserves the right to pay outside of the published salary range of $90,000 to $110,000 year