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    Service Manager - London, United Kingdom - Urban Outfitters, Inc.

    Urban Outfitters, Inc.
    Urban Outfitters, Inc. London, United Kingdom

    3 weeks ago

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    Description

    Job Category :
    UK/EU - Retail
    Full-Time

    Title:
    Service & Selling Manager
    Store Manager

    Objective:

    The Service and Selling Manager (SSM) directs the service, selling, and styling to achieve an engaging and inspiring store environment.

    This can include development of others, collaborating with key partners, and supporting store operations and visual needs. Acts as a brand representative reflective of the company values

    • Cultivates genuine customer connections by delivering customer experiences that are engaging, efficient, and personalised
    • Takes a forward-thinking approach to the customer experience while evaluating risks
    Our people are our greatest asset: We support and grow team members through personalized coaching and engagement opportunities.

    • We support one another and recognise the value of everyone's contributions.
    • Fosters a positive and respectful store environment
    • Collaborates to complete store objectives; It is our store experience that sets us apart.
    • takes smart risks to maximise sales and impact the customer experience
    • Upholds all company policy and procedures to support the profitability of the store; adheres to store's safety standards, inventory accuracy, and reduction of product loss
    Customer Experience

    • Selling culture: leads and empowers the team to drive sales and metrics by utilising key performance indicators to set team and zoning goals
    • Omni-

    Channel Service:
    teaches the team to provide a frictionless customer experience by utilising technology to transact in the moment, upsell, and clientele

    • In-

    Store Styling:
    provides the tools needed for associates to deliver an elevated shopping experience through cultivating connections, creating an individualised service and styling experience

    • Events and Gatherings: hosts, plans, guides, and executes all events in the store to build customer relationships and drive sales
    Leadership & Team Management

    • Customer Experience Management (CEM) leadership: oversees the training, development, and accountability of the CEM program, creating a culture that prioritises service and sales
    • Prioritise talent: supports the Store Brand Leader in identifying, hiring, and developing top talent for succession; Service and selling education: utilises brand resources to host regular fit sessions and training workshops to develop the team's selling and styling skills

    Business Acumen:
    collaborates with the Store Manager to assess sales forecasts to accurately schedule support and optimise peak selling hours through team service and selling initiatives, and using Company tools to identify merchant opportunities within product placement, outfitting, and stock levels

    • Manage operations: takes an active role in opening and closing, restock, standards, cleanliness, IT and facilities issues, and loss prevention efforts
    • Product Flow: supports product flow processes which include shipment receipt, processing, security tagging, and preparing product for floor placement; Omni service: oversees the omni customer experience and process to ensure fill rates are maintained and the brand standard for omni organisation is followed

    Education and product knowledge:
    facilitates the sharing of product knowledge, current trends, product priorities, and brand messaging through daily touchpoints with the team
    ·
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