Concessions Manager

Seraphine is a London based maternity & nursing brand specialising in innovative designs that empower women to feel confident in their changing bodies.

Led by CEO David Williams who drives the brand’s strategic direction, and Creative and Brand Director Chelsey Oliver, a mother of three with over 15 years’ experience designing maternity and nursing clothes. Chelsey’s own experience and journey in motherhood informs design & innovation, moving the brand forward with a focus on fashion, functionality & longevity. Seraphine is there for every stage of a woman’s journey through pregnancy and into motherhood.

Seraphine sells to 120 countries, generating more than 70% of revenue from outside of the UK. It currently operates ten e-commerce sites serving the UK, US, Canada, Europe and Australia, alongside digital partnerships with brands such as Zalando. Seraphine has 8 flagship bricks and mortar stores located in the UK, US and France.

THE MAIN PURPUSE OF THE JOB

You are responsible for the successful promotion of the SERAPHINE name and reputation, by ensuring that our customer’s needs are met and where possible exceeded. You will ensure that your Team delivers a high standard of service in order to constantly improve the sales performance to achieve and exceed store targets. You will report to the International Area Manager and support her with the remote running of one of our New York based locations.

CUSTOMER SERVICE

You must be able to demonstrate excellent customer service skills and lead by example, but above all, you will be expected to manage your team to deliver the highest standards in customer service.

• Deliver a positive, friendly experience by engaging the customer through conversation and service

• Provide detailed product knowledge suited to the customer requirement

• Focusing on customers and not on other tasks during prime time selling hours

• Provide a store experience that reflects exceptional customer service, going above and beyond to retain customer loyalty and build the reputation of the brand

• Contribute to the store by being positive, respectful, and helpful to others

• Uphold Company standards and act as a positive role model to peers

• TIME MANAGEMENT / SENSE OF URGENCY / PRIORITISING

• Your personal organisational skills will result in the most effective use of time for yourself and all your team. You must prepare for business effectively, open and close the store and be prepared to commence work at least 30 minutes before the branch opens (Post Lockdown, some variations apply)

• Your holidays will need to be authorised by the Area Manager at least 1 month in advance and Rotas must be submitted in advance (20th of the previous month).

• You must be able to determine priorities, working quickly and effectively. You must promote the use of delegation in order to time manage tasks and workload effectively and to follow this through to ensure the successful completion of tasks and projects

• You must make sure you meet each deadline given by the business

LEADERSHIP SKILLS

• You must be able to make decisions and use initiative in order to drive the business forward.

• Be proactive in your approach, anticipate problems and develop and action solutions.

• You are expected to lead by example, demonstrating and encouraging high standards in all areas, promoting and managing team morale and motivation

• Take responsibility and be accountable for everything taking place in your store.

BUSINESS MANAGEMENT

• You are expected to create a sales focused environment, maximizing sales by utilizing the tools provided to you through effective stock management, i.e. Company Best Sellers, Reports, Product Training Guidelines etc.)

• Ensure all members of staff are focusing on UPT & ATV

• Drive average baskets by offering coordinating items to maternity, i.e. lingerie, accessories.

• Ensure name capture is attempted at every transaction.

• You are expected to write the Weekly Report and return the Weekly Reminder, communicating your store’s business performance against LY and Budget (when applicable) and highlighting any areas of concern

• You are expected to be proactive about your Business Approach and come up with your own solutions/ideas to improve business performance

• Figures and Performance must also be shared with your Team during regular briefing sessions in order to push the business forward in all areas

MERCHANDISING & VISUAL MERCHANDISING

• Ensure that merchandise is ticketed and priced and the sales floor is well stocked (3 of each style unless otherwise agreed)

• Commercially display product and visual merchandise product in accordance with the season and VM & Window Guidelines

• You are expected to maintain the highest Visual Merchandising Standards on the shopfloor by adhering to any information communicated by Head Office

• You are expected to know your bestsellers, react to business by actioning successful floor moves

• Any new product must be displayed upon arrival

• All merchandise must be steamed before going on display

PRODUCT KNOWLEDGE

• You are expected to know all products and train yourself and your team regarding fit, styling, fabric, contents, aftercare, sizing and features & benefits and use the provided tools.

• New product should be tried on during quiet times in order to be able to give the best advice on fit to our customers

• Seasonal Training Guidelines must be referred to on a regular basis for training with your team

ADMINISTRATION / OPERATIONS

• You are expected to understand and complete all aspects of administration regarding stock movement and cash handling and successfully train and oversee other members of staff

• Documents must be double checked for accuracy in order to prevent errors which may result in a loss to the company

• Assist in the timely and accurate completion of weekly tasks (i.e. markdowns, re-tickets)

• Personnel Administration must be fully completed within set time frames to ensure correct wage payments

TEAMWORK / INTERPERSONAL SKILLS / COMMUNICATION

• Work productively within the team and ensure a harmonious working environment within the store and the company.

• Assist in the training and development and Induction process of your team members.

• You must make sure that communication takes place on every level

• You must conduct daily team briefs before store opening to discuss targets, figures, performance and review the previous week and plan for the following one

• You must be able to actively listen and feedback any information to your team and feedback any information to Senior Management and Head Office.

BUDGET / COST CONTROL

• Branch Expenditure must be minimized whenever possible.

• The use of telephone must be restricted to business calls only.

• Any Staffing overtime must be agreed and authorised by your Area Manager in advance

STOCKLOSS / INVENTORY CONTROL

• You will conduct a Yearly Stockcount in order to determine any stockloss and you will be expected to be present for the count.

• You will be responsible for all aspects of product management (accurate delivery and transfer protocol, accuracy of till transactions etc.)

PERSONAL ATTRIBUTES

• Have a friendly, engaging and enthusiastic personality

• Feel confident working with members of the public and line managers with strong communication skills.

• Have initiative, be proactive and able to come up with own solutions

• Be a Positive Seraphine Ambassador upholding the company standards

• Be respectful and helpful to others

• Aim for the highest standard in whatever you do

Job Type: Full-time

Salary: $18.00 - $25.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Weekend availability

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Costa Mesa, CA 92626: Reliably commute or planning to relocate before starting work (Preferred)

License/Certification:

• Driver's License (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: One location