Retail Manager 
(16379)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

Job Summary

Responsible for the overall management of the store, the staff, the merchandise and customer service management. The Retail Manager is also responsible for achieving sales objectives, maintaining and achieving high operational and merchandising standards and goals, building highly motivated teams and assisting with the development of the team

Key Duties and Responsibilities

Sales Generation

• Meet individual quarterly sales goals and monthly goals for the store, as stipulated by finance.
• Set individual sales goals to ensure the goals reflect the store business goals.
• Continuously motivate sale staff to meet assign sales and productivity goals – area of responsibility.
• Support the development of associate’s sales techniques through training, ensuring utilization of elevated levels of sales and service to maximise sales.
• Demonstrate an in-depth knowledge of the product, and ensure all sales staff is fluent in all aspects of product knowledge.
• Demonstrate sales leadership by playing an active role on the shop floor – leading by example
• Collaborate with Retail Director and suggest Marketing & Press activity needed to create opportunities to support sales.
• Contribute to events/incentives that will continue to grow the customer base and establish. NEO as a standalone brand, with a big emphasis on building the local market.

Customer Service

• Ensure all associates provide the highest level of customer service according to One&Only Values and Employee Handbook.
• Ensure the staff maintains constant client communication through the utilisation of our client books.
• Manage client database and utilise information to increase sales & client contact.
• Resolve all client complaints quickly and effectively, ensure feedback and communication with the client on the same day, and maintain good communication throughout the process.
• Conduct training sessions (independently and through the training department) around customer complaints, teamwork, product knowledge etc.
• Manage special events, previews, customer days, sales etc. by co-ordinating trunk shows, ordering and monitoring incoming stock, purchasing, payments, advertising etc.
• Empower associates to make decisions in the clients’ best interest whilst supporting the Company’s philosophy.

Operations

• Ensure facility maintenance and presentation. Maintain a well-presented store with no damaged equipment/ fixtures and fittings etc.…
• Ensure cash control procedures are properly followed.
• Control store expenses, maintain budgets and continually strive to reduce costs.
• Schedule associates to ensure adequate cover on shop floor whilst maintaining the payroll budget.
• Ensure deliveries are meticulously processed, counted and checked within 24 hours. Ensure costing/ coding within 48 hours.
• Create action-plan to reduce shrinkage/damaged merchandise.
• Understand and properly execute management functions as set out by the Company.
• Support, promote and assume responsibility for loss prevention.
• Build and maintain good communications with press through liaison with the Marketing Department.

Merchandising / Visual

• Implement, contribute and maintain merchandising strategies.
• Ensure the sales floor is neat, clean and organised to reflect the correct visual image at all times.
• Identify and communicate product concerns within 24 hours of identifying them.
• Communicate inventory needs to support the business goal.

Human Resources

• Create personal objectives through the Review Appraisal system.
• Monitor development programs for all staff.
• Support implement and provide follow up for all training programs.
• Continually evaluate the performance of each associate and provide constant feedback to ensure positive results and personal growth.
• Ensure image and grooming standards, as stipulated in the Employee Handbook, are adhered to at all times

 Skills, Experience & Educational Requirements

• Minimum 2 year experience as a Retail Manager or a similar role.
• Should have minimum 5 year experience in Retail and high end fashion industry.
• Bachelor’s Degree is advantageous.
• Excellent skills in sales and upselling.
• Should have a proven track record of progressive sales increase.
• Sound knowledge and experience in formulating sales strategies, targets/budgets, and other sales techniques.
• Excellent communication skills with an additional major European language an advantage.
• Should have excellent leadership skills and able to manage diverse teams.
• Should be flexible and have a positive attitude.
• Confident in interacting with the customers.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.