The Wholesale District Manager is responsible for managing commercial performance, driving sales and delivering customer satisfaction in the stores in the area, coaching and developing a team of Retail Managers and is accountable for their performance. With them, the Wholesale District Manager defines the commercial strategy door by door, sets the objectives and establishes a calendar of retail animations.
Drive Retail Sales Performance
•Achieve Retail Sales targets for the entire area by leading Retail Managers to achieve their target.
•Monitor commercial KPIs and take appropriate corrective actions: IPT, A£S, number of transactions per hour per FTE, productivity per FTE and customer satisfaction (mystery shopper).
•Utilise where available retailer systems and metrics to develop commercial KPIs: NPS, in store traffic, conversion rate.
•Ensure that MAC sales performance is in line with or ahead of department / store trend..
•Confidently be able to articulate your business performance and Area Strategy to visitors.
•Set Retail Sales targets for each door (year/ month/week), ensuring that the Retail Manager breaks these down by day by Artist. Ensure robust follow up and accountability on achievement is in place daily. and follow up daily.
•Execute the brand strategy, ensuring an effective area plan is alive for your stores.
•Work in collaboration with Retail Marketing, VM, Events, and Education to create and execute a door by door strategy to drive traffic, conversion and cater to the needs of the local consumer.
•Ensure each Retail Manager has created and able to effectively implement a calendar of weekly retail animations, aligned with MAC Marketing calendar, to drive traffic, conversion, and cater to the needs of the local consumer.
•Lead teams to deliver effective use of social media, leveraging opportunities to drive and protect the business.
•Work in collaboration with retail store management to leverage opportunities at counter, around the store and external outreach opportunities including influencers and (social) media opportunities.
•Deploy scheduling/staffing process to ensure that store schedules are built in order to maximize sales and productivity.
•Understand MAC social media, surrounding competition and omni-channel initiatives. Maintaining in-depth knowledge of market trends, demographics and consumer needs / behaviours / reactions.
Customer Engagement and Experience
•Lead all elements of the customer journey and attain the Customer Service goals for the area:
•Cultivate a superior service culture focusing on the customer as our #1 priority. Inspire, motivate and coach Retail Managers on all elements of 5 Star Customer Service.
•Ensures excellent customer service is being given at all times in all doors by spending time on the sales floor to observe and seek customer feedback.
•Hold each Retail Manager accountable for the quality of customer Service in their store while maintaining zero tolerance of customer complaints.
•Work in partnership with the Trainers and Education team to ensure artistry skills, product knowledge and certification enables your business at all times.
•Develop consumer relationship management strategies for store teams across channels to build loyal consumer base. (e.g. process for regular consumer outreach).
•Provide clear goals and expectations. Communicate and engage the team in business objectives. Foster teamwork and team spirit.
•Train and develop Retail Managers. Delegate and empower the management teams to run the business successfully. Conduct ongoing performance reviews and regular team meetings.
•Drive a culture where teams are developed, reviewed and appraised based on performance goals and KPIs.
•Hold individuals accountable for their own achievements, performance, behaviours and compliance to policies and procedures.
•Lead Retail Managers to proactively manage performance, attendance and conduct, utilising the appropriate procedures and support.
•Through Retail Managers, ensure that high quality teams are recruited, inducted, retained and developed.
•Devise a clear succession plan for key roles across the area and actively work on the development of identified individuals towards key roles.
•Collaborate with the Regional Manager and Trainer to devise training needs assessment to create effective training solutions.
•Effectively manage the PL within allocated budgets in order to affect a profitable performance for the area:
Audit/approve schedules across all FSS to maximize peak hours sales and support training objectives
Manage staffing allocations in line with budgeted targets
•Complete all account and HR documentation accurately and on time.
•Lead Retaill Managers to deliver excellent visual merchandiszing and hygiene standards at all time (product presentations, displays, labelling) and review during store visits.
•Ensure each store maintains and has full and accurate control of Inventory Management procedures and operates to the retailers’ policies on stock management.
•Actively partner wholesale stores in loss prevention management.
•Ensure the counter is a safe, clean and aesthetically pleasing working and shopping environment. Liaise with the Operations team and local contacts to provide timely maintenance and repair of the counter.
•Execute new door openings, ensure that timelines are adhered to through effective planning.
•Inspirational Leader, with proven experience of managing teams
•Management experience within retail and/or customer service.
•Experience in multi-site management with measurable achievements
•Strong negotiation skills, with proven experience dealing with external parties
•Strong people management experience, distance management essential
•Experience in developing and coaching high performing teams