Deliver the Vision through team engagement, utilising Customer First to exceed customer expectations, improve sales growth and create a profitable store.
always Operate with integrity and honesty in line with the Company values and colleagues.
Overall accountability for the Store P&L, demonstrating good financial controls and budget management, whilst implementing Freedom within a Framework
Through strong leadership develop, coach and engage Assistant Managers, CPW Branch Manager, Team Leaders and Colleagues to ensure we offer amazing advice to our customers through Assisted Selling to deliver an easy end to end customer experience.
Influence colleague engagement, delighting our customers’ and shareholders.
Job Description / Responsibilities
Implement our Vision and effectively communicate targets and objectives to the Assistant Managers and Team Leaders to cascade, tracking store performance through the Store P&L against these plans and implement corrective action where necessary
Conduct regular one-to-ones and personal development plans with management team to support talent and succession plans
Deliver an end to end customer service, actively coaching and motivating the store team to create a positive experience in line with our Vision throughout the life of the product via our services.
Actively utilise Store Mode and Pinpoint enabling Assisted Selling Journey and our consumer finance proposition.
Engage capable and committed colleagues encouraging proactive actions from the Make A Difference’ feedback.
Ensure all colleagues have live development and talent plans in place through regular performance management and talent planning
Support the management team to manage performance and attendance using the Company People Policies and seeking guidance where required from in-house ER specialists
Analyse Customer CSAT scores to inform understanding of customer feedback and manage resulting activities
Identify commercial opportunities within the area and remaining alert to local / competitor activities and acting to reduce competitor impact
Maintain up to date knowledge of all store operational processes, communicating changes to the Assistant Managers, Team Leaders and Colleagues where appropriate
Utilise the My Business Plan to ensure compliance and deliver a clearer, simpler, faster place to work.
Maximise the use of WFM reports through effective rostering and recruitment of capable and committed colleagues delivering to Contract Base.
To comply with and ensure all applicable statutory trading and company regulations regarding the sale of Regulated products, Fire, Health & Safety, and Security issues in order to protect Customers and Colleague
Responsible for your self-development and your team using head heart and guts framework.
Compliant with Consumer Finance and any regulated products.
Ensure all reasonable requests given by your line manager are carried out timely.
The GM will require an in-depth knowledge of customer service, people management skills, operational expertise and commerciality.
The knowledge and experience will have been developed through broad training, significant work experience and / or professional qualifications.
There is requirement to interact with team members at all levels within a range of other departments, therefore high levels of assertiveness, influencing, motivation and inspiration are required.
The General Manager will be accountable for the tasks and activities carried out by team members, reviewing results against deadlines and cost effectiveness therefore the role requires a planned methodical approach
The General Manager will utilise policies and procedures to resolve issues, where procedures to determine the best outcome
Recognise performance and contribution through delivering great results
Agree what needs to be delivered through clear outcome focussed objectives and how to go about delivering them.
Review managers and colleagues’ objectives and values regularly sharing open and honest feedback.
Grow in current or future role built on strengths and focus on development supported by coaching from your line manager and others.
Strong leadership skills
Ability to engage a team and work together as One Business.
Strong Commercial awareness
Good understanding of working in a retail environment
Effective communication skills engaging and motivational
Coaching skills and motivation skills to improve behaviours
Skills needed to diffuse conflict
Strong Planning and organisational skills
Resilience to overcome setbacks
Ability to work on occasions in an ambiguous environment
Experienced in change management methods and approaches
Understand the need to achieve targets and be driven to exceed expectations
Understand and coach the Assisted Selling Journey.
add an X’ against 4 to 8 relevant competencies)
Setting purpose and direction
Trust and commitment generation
Planning and execution
Customer and commercial focus
Courage and perseverance
Insightful and analytical thinking
Quality decision making
Team and talent development
Pace, improvement and innovation
Communicating and influencing