HCM - Operation Manager (Lush)

Job Description

Shop Development Visits and Calls

● Conducting a two-day development visit so that each manager receives one per year.

● Measuring the Customer Experience and Communication skills demonstrated by the manager and team.

● Using the development visit guidelines to support the delivery of tailor-made learning, coaching and feedback to managers based on key areas of potential.

● Completing relevant paperwork and following up on actions set in a timely manner.

Probation Reviews

● Conducting a one-day review at the end of a new manager’s probation period to evaluate the Customer Experience and Communication skills expected on the back of New Manager Training.

● Completing review form paperwork and following up on actions set at a review in a timely manner.

Training Shops and New Manager Training

● Communicating and coordinating new manager training plans with training shop managers.

● Maintaining the ‘New Manager Training’ guidelines to ensure the training is always up-to-date, relevant and effective.

● Reviewing and developing training shop managers.

● Monitoring the performance of the training shops.

Candy Shop Feedback / Duo visits

● Communicating Mystery Shopper Reports to shop Management teams.

● Visiting 1 star shops to offer support within two weeks of receiving the Mystery Shopper Report.

● Observing Customer experience and offering feedback and coaching.

● Review opportunities and set goals and targets with manager.

New Shop Openings / Relocations

● Customer experience, team and personal development support to manager before, during and after the opening / relocation of their shop.

Trainee Manager Development

● Supporting managers to develop their trainees with Online tools and a trainee checklist pack.

Performance Management

● Implementing and supporting managers through performance improvement plans when related to FOP’s.

Online Learning

● Identify learning needs through contact with Managers and opportunities highlighted in Mystery Shopper Report.

● Work as a collaborative with the Online Learning team on new ideas and projects to create effective and inspirational learning for managers.

Shop Cover/Holiday Log

● Keep up to date record of manager’s holiday.

● Support managers with shop cover.

Other Work

● Collaboration and communication with Retail Operations and People Support.

● To attend meetings as and when required.

● Any other tasks as required, depending on the needs of the team and business.

Job Requirement

●        A proven success story in Retail Management, preferably experience in managing multiple stores or Country Retail Management.

●        Excellent Customer Service Skills and a passion for our customers.

●        Thorough knowledge of the Brand and its current Global direction.

●        Exceptional team player with proven ability to lead through influence and support.

●        Comprehensive financial understanding and business analytics.

●        Expertise in Coaching and Feedback.

●        Exceptional Training and Development Skills.

●        Effective Communication skills and presentation skills.

●        3 years Management experience in a Retail business including experience in a Support role.