Store General Manager - Hong Kong
GENERAL SUMMARY: The Store General Manager is responsible for the store business strategy, customer engagement, operations, people management and merchandising in a Gap store. In this role, the Store General Manager exercises independent judgment and discretion in the development, implementation and communication of business plans that align with corporate and Brand strategies. The Store General Manager is responsible for the creation of a positive work environment that ensures both internal and external customer satisfaction, maximizes productivity and profitability. The Store General Manager owns the store experience from both a merchandise presentation and customer experience perspective. The Store General Manager is required to collaborate with peers, upper field leadership and cross-functional business partners. ESSENTIAL DUTIES & RESPONSIBILITIES: 1. Business Strategy Inspires and motivates others by presenting a compelling vision and direction. Creates business strategy for the store inclusive of forecasting sales that reflect both store trend and incorporates calculated risks to generate sales growth. Identifies, creates and manages the execution of store business plan that drives KPI results and that maximize business opportunities. Creates and oversees implementation of action plans to improve key performance indicators to maximize business opportunities. Trains and develops team on business acumen to drive business performance. Use store visits to highlight this strength and the stores results. Drives overall store earnings by driving top line sales while managing controllable contribution. Leads weekly management meetings that align with and drive the business strategy. 2. Customer Engagement Exemplifies the expectations of Leader on Duty and consistently models the brand service standard and sub-brand selling behaviors by performing the Leader on Duty role for a minimum of 25 hours per week. Creates and upholds a positive work environment for all employees. Responsible for employee dispute resolution and escalated customer situations. Creates and oversees implementation of shortage action plan in partnership with the management team to minimize loss and achieve shrinkage goal. Leads the development of CES strategy to meet the organizational and store goals in partnership with the management team. Leads Loss Prevention awareness and uses Loss Prevention techniques, practices and metrics. Drives brand loyalty by leading and modeling outstanding internal and external customer experience. Leads community involvement to drive brand awareness and loyalty. Builds customer loyalty through in-store experience, utilization of social media and email capture. 3. Talent Management Hires, trains, develops and leads the management team; provides appropriate level of performance feedback to increase confidence and capability. Develops hiring plan to meet specific needs of business and store, including a diverse applicant pool. Approves all final hiring and termination decisions in the store. Proactively builds a network of qualified internal and external leadership talent. Leads and inspires customer centric culture by recognizing and rewarding team and creating a positive work environment. Develops succession plans to ensure career paths for all employees; encourages employees to pursue internal opportunities. Coaches and holds leadership team members accountable on Leader on Duty skills, job accountabilities and competencies. Assigns work to management team and other employees as necessary. Directs work of management team and other employees as necessary. Develops and writes Focal reviews for all managers. Accountable for Focal process for all store employees. Facilitates and cascades communication across the store organization and acts as liaison to field leadership. ORGANIZATION RELATIONSHIPS: Reports to District Manager. Supervises Assistant General Manager and Customer / Operation Manager. Interacts with all levels of Headquarters and field management. Works closely with peers in and outside immediate region/district as required.
1) Knowledge, skills & abilities:
- Good communication skills and good teamwork;
- Expert in store systems, policy and procedure.
- Effective interpersonal and communication skills with all levels of Headquarters and field management.
- Strong analytical, problem-solving and project management skills.
- Ability to analyze data to drive results.
- Strong computer skills.
- Excellent written, verbal and presentation skills.
- Ability to interact cooperatively and work as a team towards a common goal.
- Ability to appropriately deal with employees and customers.
- Ability to interpret all policies and procedures to resolve customer and employee issues.
- Excellent time management skills.
- Ability to maneuver around sales floor, stockroom and office.
- Travel between stores and outside the state/province if necessary
- Open availability to meet the needs of the business, including evenings and weekends.
2) Educational level:
- College degree or equivalent preferred
3) Minimum experience:
- Minimum 8 years fashion retail experience, with flagship store experience highly preferred
- Strong emphasis/experience in the store operations function and/or customer service industry.
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