Floor Manager

Job Description

About usThe Cobbler is a dynamic and growing organization committed to delivering an Excellent Customer Experience in line with the brand DNA: Craftsmanship, Expertise, Passion.Role ObjectiveThe Cobbler is seeking an experienced Luxury Floor Manager to oversee daily operations of our luxury leather care boutique located in Dubai Mall Level Shoes. As the Floor Manager, you will be responsible of the boutique daily operations and performance as well as a team of leather experts to deliver an exceptional client experience, meet sales target and grow the business.Role responsibilitiesTEAM MANAGEMENT

• Oversee day-to-day boutique operations, leading a team of more than 12 individuals to meet and exceed boutique KPIs, sales targets, and customer experience standards
• Manage the team rota and floor coverage at all times as well as time off and vacation requests
• Conduct performance appraisals to assess training needs and build career paths for each team member
• Identify training needs, collaborate with the TM, and actively support in-store training and onboarding for new team members
• Address & resolve client complaints on repair quality or customer experience; collaborate with relevant stakeholders and team members to address issues in a prompt and luxury manner
• Promote a positive and professional team environment with teamwork to fosters trust & superior performance level
• Encourage and mentor team members with the potential to assume your responsibilities, assessing their preparedness for a smooth transition
• Simultaneously, prepare yourself to receive training and development, setting the stage for future career advancement within the company.

REPORTING

• Monitor boutique performance & main KPIs (daily, weekly, monthly, annual), repair turnaround times, client experience scores & new client acquisition.
• Weekly and monthly reporting to the HQ team on set KPIs and addressing any issues affecting boutique operations with a solution driven approach
• Identify opportunities of improvement, provide HQ team with feedback, take initiatives and leads to implement action plan to enhance the boutique performance and luxury standards.

CRM & BRAND AWARENESS

• Ensure the team consistently delivers high quality experience to the clients (greeting, welcoming, consultation etc)
• Ensures the team consistently provides exceptional service, delivering on our brand promise.
• Promote & implement a customer centric approach to all team members, monitor clienteling actions of the team.
• Uphold the boutiques luxurious image, maintaining impeccable grooming standards for the team.
• Build & cultivate relationships with Level Shoes management, personal shopping and luxury brands to promote our services and grow the performance.
• Act as a brand ambassador to develop partnerships with luxury brands and hotels in the Dubai Mall precinct to be recommended as their exclusive leather care provider and develop the B2B business.
• Awareness of the luxury market and competition, identify areas of improvement and implement initiatives to increase business and elevate the brand with the support of the Sales Manager & Customer Experience manager.

OPERATIONS

• Effectively communicate and reinforce company policies and standardized processes to the team, ensuring strict compliance
• Take charge of boutique administration, maintaining impeccable accounting and auditing paperwork.
• Oversee inventory outcomes, manage stock efficiently, and handle laybys responsibly.

BRAND VALUES & CULTURE INTEGRATION

• Demonstrate a strong commitment to the organizations core values of Integrity, Respect, Passion, and Trust, setting an example for others to follow and fostering their integration into the workplace culture.
• Act as a representant of the companys culture, actively promoting and upholding its core values across all levels of the organization

Qualifications & Skills

• 2+ years luxury managerial experience in a boutique and a team of sales associates, familiar with Dubai luxury market and high-end clientele
• Good knowledge of leather goods, shoes and accessories, repair techniques and standards
• Passion for delivering exceptional client centric service, detail orientated, relationship-building skills
• Ability to tactfully set expectations and enforce policies when necessary
• High Emotional intelligence to resolve client dissatisfactions and transform to brand ambassadors.
• Entrepreneurial, creative, and analytical mindset, with a solutions-oriented approach
• Strategic thinker
• Fluent in English, French/Arabic is highly advantageous

The ideal candidate will combine a technical understanding of luxury leather goods with the business acumen and leadership presence to take our Dubai Mall boutique to the next level of success. This is an exciting opportunity to shape the launch and growth of a new repair concept in one of the worlds most prestigious shopping destinations.Salary package to be discussed according to profile

Keyskills :
Emotional Intelligence Entrepreneurial leather goods English Creative French Arabic

About Company

Stantec Inc. is an international professional services company in the design and consulting industry. Founded in 1954, as D. R. Stanley Associates in Edmonton, Alberta.