Retail Supervisor

The main role of the Retail Supervisor is to efficiently lead the team in revenue generation and in ensuring operational excellence, supervise the store operations, provide product expertise in all categories, and ensure that every customer interaction results to a very positive experience that will translate to sales, customer loyalty and growth in customer base.

The Retail Supervisor position requires leadership, organizing and planning skills, and maturity to be able to oversee store operations, perform people management and administrative tasks, and still fulfill the very basic expectations in sales, merchandising, inventory control and cashiering. This position is designed to enhance the leadership and administrative skills of the incumbent by giving supervisory assignments.

2.0 Essential Duties and Responsibilities

A. Customer Care

2.1 Provide guidance to all advisors on retail SOPs and customer service standards.

2.2 Initiate and manage every interaction with a customer by providing an outstanding service ensuring that consistency and the highest professional standards are maintained at all times.

2.3 Understand a customer’s health condition, lifestyle, habits and requirements; and ensure that the customer’s health remains the focus when answering queries and/ or providing product information and benefits.

2.4 Ensure that irate customers are treated with respect, and complaints and/ or inquiries are handled with the highest level of professionalism making certain that only necessary information are disclosed.

2.5 Document and forward to Customer Manager and concern department on product

requests and service feedback given by customers.

B. Sales Achievement

2.6 Train advisors on best sales and marketing practices.

2.7 Achieve monthly sales target through various efforts including telesales, upselling and/ or cross-selling.

2.8 Implement sales strategies and all marketing efforts. Make and recommend tactics and strategies to Store Exec.

2.9 Ensure that product inquiries are handled effectively.

2.10 Efficiently handle the sales process and ensure that sales transactions are processed observing all standards especially those that relate to cashiering and POS.

2.11 Encourage team members to consistently offer the Loyalty Program to customers

thru the Mobile App.

C. Product Focus

2.12 Actively partner with the Customer Manager in broadening the advisors’ product knowledge through in-store product training sessions.

2.13 Learn the products by reading materials available at the store and through self- study.

2.14 Attend product training sessions, and complete all product-related examinations.

2.15 Engage in knowledge-sharing with co-employees.

2.16 Provide intelligent information about the products.

2.17 Provide expertise in more than four categories.

D. Inventory Management and Control

2.18 Partner with the Store Exec in training the advisors on merchandising and inventory control standards and in monitoring compliance with these standards.

2.19 Ensure store has the right product mix and right volume at the right time. Monitor and act on the zero-stock report. Implement tactics to reduce inventory shrinkage: near-expiry, damages and unaccounted products.

2.20 Place orders to replenish stocks avoiding insufficiencies or excessive surplus.

2.21 Ensure that shelves or gondolas are well-stocked.

2.22 Monitor and document inventory shrinkage and product expiry.

2.23 Ensure that nearly expiring products are pulled out from the shelves.

2.24 Take full accountability on inventory shortages.

2.25 Ensure that transfers of products are well-documented and coordinated with the receiving store or department.

2.26 Ensure that inventory variances are documented and reported for appropriate action by the Customer Manager.

2.27 Coordinate with other stores on product requests.

2.28 Receive and check product deliveries, and ensure that documents reconcile with actual products delivered

E. Store Operations and Security

2.29 Partner with the Customer Manager in encouraging all Frontlines to observe all work standards, SOPs, and rules and regulations and in monitoring compliance.

2.30 Ensure that all areas are kept clean.

2.31 Perform product facing and cleaning to maintain the “premium look” of the store.

2.32 Monitor and update shelf-tags.

2.33 Be aware of shoplifters at all times, and immediately report to the security guard any irregularity observed in the store.

2.34 Monitor store traffic by encoding the data thru e-Portal.

F. Work Schedule Management

2.35 Plan and finalize the team members’ schedule inclusive of break period.

G. Others

2.36 Evaluate team members biannually (excluding BizSolv employees) and timely submit signed copies to HR.

2.37 Perform other administrative tasks and projects that may be assigned by the Head of Retail Operations, Area Manager or Customer Manager.

2.38 Recommend and participate in all improvement and engagement programs and initiatives implemented in the store.

3.0 Performance Indicators

3.1 Actual Sales vs Target including category target

3.2 Service Level (100% rating on Service Level Standards)

3.3 Customer Relations (Zero number of attitude-related customer complaint within a PA period)

3.4 Merchandising Standards (average score of 100% on merchandising standards within a PA period)

3.5 Inventory Count Accuracy (100% accuracy, % of net sales for shrinkages, conversion of Zero/NPA into sales)

3.6 Accuracy in Cashiering (100% accuracy)

3.7 Product Knowledge Index (Average Score of 85% in all company-initiated examinations within a PA period)

3.8 Coaching Ability (average score of 85% on Buddy Skills Assessment within a PA period)

3.9 Assist Customer Manager in identifying and implementing initiatives that help improve store efficiencies and customer experience.

3.10 Brand Loyalty and Commitment

3.11 People Management

4.0 Qualifications

4.1 Passed the MDP

4.2 Believes in and models the brand in appearance, demeanor and lifestyle

4.3 Has proven leadership and team management skills

4.4 Passion for success.

4.5 Has demonstrated proficiency in sales and all areas of retail operations

4.6 Detail-oriented, focused and highly organized

4.7 Discreet and very professional

4.8 Personable and with very good communication and people skills

4.9 Patient, respectful and tactful

4.10 Persistent and with good influencing skills

4.11 Good in time management

4.12 Capable of multi-tasking and working under pressure

4.13 Capable of handling changing and increasingly challenging requirements or demands