Job Description

The Keyholder plays a crucial role in supporting the Store Manager and assisting with various aspects of their responsibilities. They will also take on the role of the manager on duty when necessary, executing all operational and managerial tasks to ensure the store optimizes sales opportunities and adheres to Company standards.

RESPONSIBILITIES

Leadership and Employee Management :

• Inspire the store team to drive sales by providing training and exemplifying desirable behaviors, particularly in delivering exceptional customer service.
• Ensure that store management and corporate directives are carried out while on duty by managing and motivating staff, delegating responsibilities, and following through to completion.
• Maintain and monitor the staff’s compliance with Company policies and directives on selling standards, customer service, dress code, etc. Ensure that all policies and procedures are communicated, understood and complied with.
• Collaborate with the Store Manager to highlight any underperformance and address issues related to performance or training that are observed during your shift.

Initiative, Responsiveness, Planning and Organizing :

• Execute closing and opening procedures to guarantee the store is prepared for business and operates in accordance with Company directives.
• Maintain compliance with Company standards in areas such as merchandising, visual displays, cleanliness, and loss prevention protocols.
• As the manager on duty, prioritize tasks and allocate time and resources for yourself and your staff based on importance and urgency, ensuring all paperwork and operational requirements are completed promptly.
• Safeguard store assets and inventory.

Customer Service Orientated :

• Ensure the achievement of sales goals for self and staff as well as other KPIs (p+, upt, conversion) as determined by the Company.
• Oversee staff adherence to the Company's Welcome Training and guidelines from Trainers to ensure consistent application of these techniques.
• Ensure that each staff member is knowledgeable about KIKO USA products and stock levels and is able to respond to customer’s inquiries and needs.
• Evaluate the performance of sales staff on the selling floor to ensure compliance with the Company’s customer service standards, ensuring that customers consistently receive the highest level of service.

CORE COMPETENCIES :

• Leadership and Employee Management: Capable of managing, delegating, and collaborating effectively with team members to achieve goals that align with the company's objectives.
• Initiative and Responsiveness: Able to address management and business needs promptly and take decisive action. Works independently and proactively, identifying necessary tasks and executing them accordingly.
• Planning and Organizing: Skilled in accurately assessing urgency and creating plans to address it effectively.
• Customer Service Orientated: Committed to delivering exceptional service to ensure the highest level of customer satisfaction.
• Dependability and Cooperation: Holds accountability for the business's success, accepting responsibility for outcomes and establishing measurable standards and goals for themselves and others. Consistently punctual and reliable

SKILLS, EXPERIENCE AND OTHER REQUIREMENTS :

• Minimum of 1 to 2 years of supervisory experience in the retail sector, overseeing a sales team.
• A proven track record in driving sales while delivering outstanding customer service.
• Familiarity with store operations, including opening and closing procedures.
• Skills in training, planning, and managing performance.
• Proficiency in computer applications, including retail point-of-sale software and Microsoft Word, Excel, and Outlook.
• Flexibility to work evenings, weekends, and holidays.

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