Assistant Manager - Lytham - St Annes
Thomas Cook
Job Title
Assistant Manager (Cluster Manager)
Role Level
4
Salary Range
£12,000 - £17,000 (depending on store size & experience)
Key Areas/Tasks
Proactively drive and deliver sales and profit in individual location using the direction given by the Cluster Manager and develop and implement individual store action plans and local marketing strategies that will enable sustainable growth and profitability in order to deliver against set targets.
Effectively performance manage and motivate a team within the store in order achieve targets, raise customer service standards and achieve operational excellence whilst ensuring the protection of company assets, compliance to regulatory, legal and company standards, policies and procedures.
Effectively performance manage and motivate a team within the store in order achieve targets, raise customer service standards and achieve operational excellence whilst ensuring the protection of company assets, compliance to regulatory, legal and company standards, policies and procedures.
Profit & Growth
• Challenge and improve ways of working and the customer offering to drive efficiency and support the overall goal of maximising growth and value added by own business area
• Responsible for achieving both store and personal sales and revenue targets leading by example and supporting team delivery
• Utilise own commercial awareness of local competitor activity and impact to grow business in own store
• Ensure cost management processes in place to minimise errors and write offs through operational excellence and control
• Take direction from the Cluster Manager in the development and implementation of effective business plans concentrating on local market opportunities
• Increase productivity of store through sales, revenue generation and performance management
• In conjunction with the Cluster Manager, develop ideas to enhance the sales of Foreign Exchange & Essential products across the store
• Implement and support all national promotions and merchandising activities
• Responsible for achieving both store and personal sales and revenue targets leading by example and supporting team delivery
• Utilise own commercial awareness of local competitor activity and impact to grow business in own store
• Ensure cost management processes in place to minimise errors and write offs through operational excellence and control
• Take direction from the Cluster Manager in the development and implementation of effective business plans concentrating on local market opportunities
• Increase productivity of store through sales, revenue generation and performance management
• In conjunction with the Cluster Manager, develop ideas to enhance the sales of Foreign Exchange & Essential products across the store
• Implement and support all national promotions and merchandising activities
Customer Insight & Experience
• Continuously monitor and improve the customer offering, through personal service delivery and action and through collaboration with the wider team
• Develop of new ideas to improve service and remove barriers that inhibit service delivery
• Build and retain a loyal customer base by the effective use of the customer experience
• Inspire and motivate team members and encourage personal-development in order to deliver customer excellence
• Enhance the customer experience through accountability and interaction
• Consistently lead by example demonstrating excellent customer service at every customer touch point
• Regular review of the stores NPS score, CSQ results and comments, highlighting opportunities to drive excellence and improvements at an individual and store level
• Develop of new ideas to improve service and remove barriers that inhibit service delivery
• Build and retain a loyal customer base by the effective use of the customer experience
• Inspire and motivate team members and encourage personal-development in order to deliver customer excellence
• Enhance the customer experience through accountability and interaction
• Consistently lead by example demonstrating excellent customer service at every customer touch point
• Regular review of the stores NPS score, CSQ results and comments, highlighting opportunities to drive excellence and improvements at an individual and store level
Operational Excellence
• Demonstrate the Thomas Cook values in all activity and communication and work collaboratively with the wider team to ensure operational excellence and compliance across own business area
• Support improvement workstreams and continuously strive to improve own operating standards and methods in order to meet and exceed targets
• Drive a results obsessed culture within the store, generating ideas in conjunction with direction from the Cluster Manager
• Encourage a culture of honest, two-way communication to ensure productivity is maximised and team are fully engaged
• Support the cluster manager in the development of a ‘one team’ approach across the cluster encouraging and leading the team towards flexible working to ensure the right people are in the right place at the right time in order to maximise performance and productivity of all stores within cluster
• Support Cluster Manager in ensuring effective staff rostering supporting fellow Assistant Managers/cluster stores as appropriate
• Ensure company standards and procedures are followed and all team members are fully aware of their responsibilities and accountabilities
• Carry out monthly checks in accordance with company procedures and implement best practice and guidelines set by Cluster Manager
• Ensure all compliance procedures are adhered to within the team facilitating a satisfactory rating if visited and immediately implement any required actions following an audit visit to ensure the non-repetition of items
• Ensure that Head Office, Regional Business Manager and Cluster Manager instructions are dealt with promptly and within appropriate timescales
• Escalate any Health & Safety issues identified through the necessary channels and follow up where required
• Address any security issues/deviations to compliance to regulatory, legal and company policies or change in store profile
• Support improvement workstreams and continuously strive to improve own operating standards and methods in order to meet and exceed targets
• Drive a results obsessed culture within the store, generating ideas in conjunction with direction from the Cluster Manager
• Encourage a culture of honest, two-way communication to ensure productivity is maximised and team are fully engaged
• Support the cluster manager in the development of a ‘one team’ approach across the cluster encouraging and leading the team towards flexible working to ensure the right people are in the right place at the right time in order to maximise performance and productivity of all stores within cluster
• Support Cluster Manager in ensuring effective staff rostering supporting fellow Assistant Managers/cluster stores as appropriate
• Ensure company standards and procedures are followed and all team members are fully aware of their responsibilities and accountabilities
• Carry out monthly checks in accordance with company procedures and implement best practice and guidelines set by Cluster Manager
• Ensure all compliance procedures are adhered to within the team facilitating a satisfactory rating if visited and immediately implement any required actions following an audit visit to ensure the non-repetition of items
• Ensure that Head Office, Regional Business Manager and Cluster Manager instructions are dealt with promptly and within appropriate timescales
• Escalate any Health & Safety issues identified through the necessary channels and follow up where required
• Address any security issues/deviations to compliance to regulatory, legal and company policies or change in store profile
People Development
• Maximise personal skills, knowledge and experience to positively impact on performance and assist in meeting business goals
• Where appropriate, ensure people management responsibilities are carried out effectively and that relevant development plans are in place for team members
• Motivate team to achieve agreed targets and lead and coach them to deliver service excellence through use of continuous, robust performance management and on-going development
• Assist the Cluster Manager with the resourcing and the development of an effective team of people
• Use consistent praise and recognition, coaching and feedback in order to drive team and individual performance
• Produce a clear development and training plan for each team member and monitor progress throughout the year identifying succession
• Support Cluster Manager in conducting interim and annual performance reviews with individual team members
Key Performance Indicators
• Store profit and revenue targets achieved
• Store productivity, cost control and contribution targets achieved
• Excellent external and internal Mystery Shopper results
• Customer retention figures improved
• Improved CSQ / NPS scores
• Staff turnover minimised across cluster
• Sickness and absence figures minimised across cluster
• Evidence of successful performance management and development
• ECHO engagement scores across cluster
• Cluster manager observations
• Audit feedback
• 100% level of compliance
• Store productivity, cost control and contribution targets achieved
• Excellent external and internal Mystery Shopper results
• Customer retention figures improved
• Improved CSQ / NPS scores
• Staff turnover minimised across cluster
• Sickness and absence figures minimised across cluster
• Evidence of successful performance management and development
• ECHO engagement scores across cluster
• Cluster manager observations
• Audit feedback
• 100% level of compliance
Skills & Experience
• Passion & Energy demonstrated through personal conviction and commitment
• Excellent communication and influencing skills
• Results Orientated
• Able to demonstrate a focus on delivery and excellent customer service
• Experience in developing people through strong leadership and sales management routines
• Able to lead by example across all areas of the store
• Capable of making decisions without supervision
• Can effectively implement strategy as set by the Cluster Manager and translate into successful day to day operations
• Able to operate effectively in a pressurised environment with unpredictable customer flow, supporting the team to be solution focused
• Experience in either a senior sales or supervisory post, in a retail environment/ customer facing industry
• Experience of driving team performance
• Experienced people manager able to demonstrate effective leadership skills
• Excellent communication skills and ability to build relationships
• Experience of training and developing an existing team
• Experience of working towards set targets and goals/objectives
• Knowledge of Foreign Exchange
• Excellent communication and influencing skills
• Results Orientated
• Able to demonstrate a focus on delivery and excellent customer service
• Experience in developing people through strong leadership and sales management routines
• Able to lead by example across all areas of the store
• Capable of making decisions without supervision
• Can effectively implement strategy as set by the Cluster Manager and translate into successful day to day operations
• Able to operate effectively in a pressurised environment with unpredictable customer flow, supporting the team to be solution focused
• Experience in either a senior sales or supervisory post, in a retail environment/ customer facing industry
• Experience of driving team performance
• Experienced people manager able to demonstrate effective leadership skills
• Excellent communication skills and ability to build relationships
• Experience of training and developing an existing team
• Experience of working towards set targets and goals/objectives
• Knowledge of Foreign Exchange
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