RETAIL MANAGER HORTICULTURE Position Purpose To lead the green team on a daily basis to achieve set sales targets, manage inventory, ensure all processes are being adhered to as well as daily operational tasks being carried out. To proactively seek ways to motivate, train/ develop the team and their customer service. Principal Accountabilities SALES & CUSTOMER SERVICE: Achieve or exceed weekly, monthly, annual sales targets. Provide and inspire the highest levels of customer service, always seeking and maximising sales opportunities. Analyse the weekly and monthly performance of the store against the measures set (including attending at weekly buying/ trade meeting and take action to maximise both sales and consistent profit growth. Build lasting customer relationships to deliver increased sales through effective up selling and cross selling. Taking customer enquiries by phone and handling efficiently and in a timely manner, including handling and responding to positive and negative feedback. Be an obvious presence throughout the nursery and garden shop - assessing opportunities for up and cross selling throughout product range and supporting the team daily. Contributing to the annual budget and adhere to OTB and aged stock, clearance and write off processes. Developing high competitor and market awareness, undertaking regular competitor shopping and reporting. Supporting excellent customer service by providing store team training, and product and stock information as required accurately and quickly. Working closely with the merchandising team and suppliers to ensure timely replenishment on best sellers and continuity lines and arrival of new lines on schedule. Prepare yearly reserves with core suppliers Organise sufficiently to use online key supplier web shops to place orders for plants LEADERSHIP & TEAMWORK Inducting new staff and with their ongoing customer service, product/ ops training and knowledge. Contribute to the appropriate scheduling of team, flex with trade, organise appropriate annual leave, seasonal cover. To act as a role model to all new employees, by showing a positive approach to team spirit through excellent team support and positive communication. Host daily briefings, championing team and cross department communication. Regularly catch up the team to feedback areas of improvement, sales, stock or identifying opportunities for growth and together work on a plan to enact. Encouraging engagement from team through organising regular training, learning and development opportunities for them. To uphold the Petersham Nurseries service standards among the team. Maintain a good rapport with your colleagues, providing support and assistance where needed. PRODUCT/ QUALITY & VM Complete a daily morning walk-around of the nursery and garden shop inspecting all areas to proceed to cleaning, tidying and assessing stock replenishment for the day, as well as a daily bar code sweep to ensure all products ticketed. Instructing team to physical replenishment from stock room and continuing as necessary throughout day. React quickly to shop floor/ nursery reorganisation and recognition of both fast and slow selling ranges. Proactively maintaining standards of displayed goods. PROCESS & POLICY To ensure that all operating standards are adhered to achieve maximum levels of service and profitability. Supervise the opening and closing of the till and accuracy of float and daily cash accuracy and accountability. To uphold and ensure the safeguarding of customer data, in line with the data protection act. Ensure that the store trades legally and safe and is protected from any enforcement officer activity. Accurately administrating delivery files, gift vouchers, refunds and write offs etc. Deliver any new initiatives, processes and procedures that affect retail operations. RETAIL OPERATIONS & STOCK Ensure accurate inventory management liaising with stock control for accurate reporting of stock anomalies, wastage and breakages. Contribute to the successful operational of annual stock take. Ensure all stock is ticketed barcoded and priced. Keep stock, stock rooms, till points and fixtures, fittings and merchandise clean and tidy. Support storeroom tidy ups and weekly stock room inspections. Ensure security procedures are followed to prevent theft. Support weekly spot stock counts, investigate minus stocks and ensure completed in a timely manner. End of day closing - daily evening feedback and diarised handover. Other Contribution to growth and vision of business Flexibility to cover absences Weekend/ evening/ bank holiday working Involvement in ad hoc/ events/ projects Key Performance Indicators (KPI’s) Sales and customer service Leadership and teamwork Product and quality Process and policy Retail operations and stock Competencies Planning & Organising Resilience & Composure Integrity & Trust Working with Others Leading & Managing Qualified to at least RHS Level 3 in Horticulture A clean driving license with the ability to drive vehicles up to 7.5 tonnes