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Retail Manager
Reports to: Chief Executive
Location: Cairngorm Mountain
Direct Reports: Retail Assistants
Role Overview
Purpose of job
The Retail Manager will ensure monetary sales and profit are maximised, that administrative procedures are adhered to, appropriate staff cover is provided, and individuals developed in their roles. Overall, the two shops reflect the values and character of the business.
Roles and Responsibilities
The Retail Manager is accountable to the Chief Executive and is also accountable for ensuring that all aspects of customer service is operating to the highest standards encouraging repeat business through return visits.
Duties and Responsibilities
Management:
- Provide leadership, training, support and advice to the retail staff team
- Provide effective reports and advice to the Chief Executive
- Ensure the department operates to the highest standards of customer service
- Manage the stock control, cost and sales and margins
- Manage the department performance appraisal system
- Understand and follow the VMP (Visitor Management Plan), and be able to explain the VMP to customers
- Identify personal development needs in line with personal and company’s objectives
- To undertake any other reasonable duties as may, from time to time, be required
Sales:
- Ensure that layouts are appropriate and effective
- Ensure creative in-store merchandising
- Displays are regularly changed to create interest
- Produce reports as required by the CEO and/or management team
- Meet and exceed sales targets
Buying:
- Liaise with suppliers and CMSL’s retail consultants re selecting and purchasing of goods
- Maintain agreed stock value levels
- Ensure that budgeted sales margins are achieved
- Ensure the stock control system is up-to-date and accurate
- Ensure that goods purchased are complementary to CMSL’s brand values
Deliveries:
- Ensure that all deliveries are checked in accurately and that all overages/shortages are appropriately recorded and reported
- Ensure that all goods received are correctly coded, priced and entered into CMSL’s EPOS system
Stocktaking:
- Undertake accurate and timely stocktaking as per CMSL’s requirements
Financial Control:
- Ensure daily cash-up is completed and reconciles with readings
- Ensure all monetary shortages/overages are declared
- Ensure that an adequate supply of change is available
- Check cash by random checking
- Carry out lifts from tills to safe, as required, to minimise cash holding in the tills
- Authorise refunds/credit card purchases over the floor limit
Staffing:
- Assist in the recruitment of the employment of retail staff
- Train and support all members of the retail staff team
- Ensure that all staff training is appropriate, recorded and reported
- Motivate staff and highlight sales opportunities and techniques
- Ensure staff appearance meets the company’s requirements
- Undertake and maintain performance management of the retail staff
- Ensure that the retail operation is suitably staffed
- Take responsibility for creating and managing the retail staff rota
- Ensure that retail staff are aware of the latest company developments
- Monitoring staff hours and ensuring the hours recorded in the time and attendance system are accurate and updated in time for the processing of the monthly payroll.
Security:
- Maintain awareness of staff security
- Control the number of key holders
- Ensure that retail staff are aware on shoplifter procedures
- Develop the department Risk Assessments and Standard Operating Procedures
- Observe all Health & Safety requirements. Ensure compliance with Health and Safety procedures, risk assessments and company policies
General:
- Ensure that administrative tasks are completed accurately and on time
- Be aware of and comply with all CMSL’s Health and Safety policies
Person Specification
Experience
The role would suit someone who has had experience in an ‘all year-round’ visitor attraction. The right individual must demonstrate excellent people skills, both customer-facing and within your team.
The role will require a degree of flexible working to meet the business needs, 7-day operation and events outwith normal operating hours.
Skills
- Experience in a customer focussed retail environment
- Experience of managing a retail team
- Experience of stock control, cost of sales, margins etc.
- Excellent customer service skills
- Excellent communication skills, both written and verbal
- Ability to give clear direction to all retail staff
- Ability to work alone as well as part of a wider team and under pressure
- Excellent attention to detail
- Problem solver
- Excellent practical application of Microsoft Office/ ICR Epos System
- Full driving licence
- Ability to be flexible and work outwith normal working hours on occasion
Personal Attributes/Behaviours
- Pleasant, confident, and professional work manner
- The ability to identify success as well as areas for improvement
- A motivated individual who is not fazed by an ever-changing environment
- Smart appearance
- Attention to detail
- Committed
- Flexible with a ‘Can do’ approach
- Adaptable
- Team player
Company Background and Culture / Location Overview
Cairngorm Mountain (Scotland) Ltd. is a major tourist hub all year round with a range of unique activities on offer. Set within the Cairngorms National Park the surrounding area attracts over 1.8 million annual visitors predominantly in summer with the resort itself attracting circa 200,000 annual visitors. The resort is home to Scotland’s only mountain railway and the UK’s highest restaurant and bar.
During spring, summer and autumn visitors enjoy guided walks, mountain biking, tubing slides, the mountain garden, viewpoints, together with cafes and shops. The resort is an internationally renowned area of scientific interest and its surrounding areas contain unique natural habitats and wildlife protected by EU legislation.
In winter the resort transforms to the most popular snowsports destination in Scotland. Cairngorm Mountain resort covers 1,418 hectares and can attract over 120,000 skiing and snowboarding visitors in the busy winter period.