Position Description

Transcription

1 Position Details Position Description Position Title Retail Operations Leaer Department Marketing Location The Hangar, Melbourne Airport Reports To [Title] Merchanise an Licensing Manager Date Approve 9 January 2017 Approve By Lisa Lawry Position Overview Position Purpose Why oes the role exist? The Retail Operations Leaer plays a critical role in elivering on our service charter across all retail channels. This role supports the broaer Marketing an Consumer Business team in proviing quality service an facilitating the sales of license club merchanise to members, fans an the general public. Accountable for stock orers, inventory management, reporting an tracking across all channels, this role plays a critical role supporting the Merchanise an Licensing Manager an the broaer Marketing team in riving revenue an supporting our EFC bran promise. The role facilitates retail sales across physical sales channels; incluing match ays an elivers against the EFC service charter to ensure we eliver a quality service experience. Minimum Qualifications, Certificates, Licences What are the minimum qualifications/licences necessary to competently perform in this position? Current Victorian Driver s Licence Current right to work in Australia Working with Chilren Check Essential Skills an What are the key critical skills an experience that this position requires? 3 Years experience in a retail prouct or service business, preferably in license consumer proucts managing staff / leaing a team Retail leaership an people management skills Exceptional customer service focus Ability to prioritise tasks an manage staff in a ynamic an fast pace environment in escalate customer complaints or incients Other Highly Desirable Skills an What are the other skills an experience which are highly esirable but not essential? Highly evelope written an verbal communication skills Interpersonal, presentation, an negotiation skills Goo organisational skills with emonstrate ability to prioritise tasks an meet ealines Ability to emonstrate high attention to etail Demonstrate ability to solve problems an exercise jugement Flexible an responsive to change in irection an priorities as require 1

2 Demonstrate excellent time management an organisational skills both autonomously an within a team environment Demonstrate ability to manage stock / inventory levels an sales to target across both physical an online retail store environments Match ay / staium sales experience At least a Certificate III in Retail Management Essential Physical Deman Requirements What are the physical requirements that the incumbent must be capable of performing? Activity Duration Description Frequency Office Duties Up to 3hr blocks of activities Sitting, operating PC an office equipment Daily Storeroom Duties Up to 2hr blocks of activities Lifting an moving of small to meium boxes Daily

3 Position Accountabilities Job Accountability Key result areas that the role will perform Minimum Stanars What is the action/s to be complete? Performance Measures How performance will be measure - must inclue #s [eg: ates, %, $, #s] Customer Service Provie exceptional customer service to all customers at all times in line with EFC Service Charter. Ensure all team members are provie with aequate prouct knowlege an training to ensure that the service is speey, frienly an accurate Positive results from survey at 8/10 Increase repeat customer rate by 5% YOY Increase average $ per transaction by 2% YOY Increase spen per hea on match ays an value per transaction in store Retail Sales Delivery of key sales targets Knowlege of team key performance inicators Marketing & Merchanising Stock an merchanise Bomber Shop HQ, match an event outlets Ensure marketing campaigns an promotions are implemente, communicate clearly an consistently Staff Management Actively contribute to a harmonious work environment. Seek to remove barriers to effective team working Buil an maintain a culture of open communication Manage Essenon an AFL casuals for match ay outlets Operational Management Day to ay store management of Bomber Shop HQ Delivery of store aministration incluing en of ay balancing, staff time sheets, rosters an cash collections Achieve 100% of the forecaste revenue target Feeback from Merchanise an Licensing Manager an other consumer business an marketing staff Reuce errors with sales processe Improve prouctivity an awareness across all staff members Complete bi-annual stock takes for all retail sites (May &Oct). Target less than 1% of Retail sales for stock take perio.

4 Leaership an Development Risk, Governance & Compliance Ensuring that the activities of the Department are unertaken in accorance with the governance, policy an regulatory frameworks Preparing an staffing match ay an event sales Inventory management; stock eliveries an inter store transfers Supervision of casual staff Management of up to seven match ay outlets in staia Drive iniviual evelopment plan Ientify training an evelopment nees Actively coach an train staff on systems an prouct information, both on an off the sales floor Develop an enhance a culture of learning an continual evelopment Coach an evelop staff to ai performance an elivery against team an iniviual KPI s an expectations Regular communication of targets an expectations to staff Biannual performance appraisals conucte an ocumente for HR an management Ensure all EFC policies an proceures are unerstoo an ahere to at all times Ensure compliance to relevant government legislation incluing but not limite to the Fair Traing Act Ensure the AFL Commercial Operations Guielines are not compromise Assist with OH&S/safety issues in the merchanise epartment Feeback from Merchanising an Licensing Manager in yearly an half yearly appraisals Evience of participation in the EFC learning an evelopment program Bi-annual Performance Appraisals conucte an ocumente. HR Policy an Proceure reviews

5 Delegations of Authority Category Authority Authority Level People Staff Hiring Decision Recommen A-Hoc Rewar an Recognition Recommen Off Cycle Salary Increase Recommen Restructure Recommen Aitional Heacount / Resources Recommen Termination / Reunancy Recommen Training Investment [external courses, stuy assistance etc] Recommen Financial Procurement Commitment Up to $5 per commitment Authorising Staff Expenses / Claims Forms Up to $5 per month Risk Risk Management Accountability Resiual Risk Low [6-12pts]* *must escalate if consequence is catastrophic Key Relationships Stakeholer Internal/External Purpose Frequency Team Meetings At least monthly Planne 1:1 Performance/Progress Discussions Weekly Team Members [Direct Reports] Internal My Plan Discussions Section A complete by 15 Dec Section B complete by 31 May Section C complete by 30 Nov Team Review/Discuss/Upate Risk February an July each year Register

6 Manager Internal Suppliers / Partners External Review Strategic Plan Planne 1:1 Performance/Progress Discussions My Plan Discussions August each year Weekly Section A complete by 15 Dec Section B complete by 31 May Section C complete by 30 Nov Leaership Competencies Competency Rating Rating Description Driving Accountability & Results Role moels a high personal stanar for quality an meaningful outcomes Sets clear expectations an instructions across the team an epartment Monitors the performance of others an ensures they are working towars meaningful goals Implements performance management processes to rive accountability an results Making Decisions with Integrity Communicating Impact Caring for Others with Sets ambitious stretch targets, ajusting these in line with changes to club strategy Makes the right call by the club, backing one s stance with clear rationale Consiers the integrity, vision an values of the club when making ecisions Communicates with honesty an transparency, being a person of one s wor Acts with integrity an accountability at all times Champions selfless ecision making, placing the club first at all times Effectively communicates the purpose (strategy, goals an values) with impact to buil momentum an club success Delivers well structure messages in a creible an convincing way to best influence the esire outcomes Tailors one s presentation style to suit an captivate the auience Inspires effort across the club through optimistic an persuasive conversations Role moels an avocates respect an inclusion for all others across the club Swiftly an effectively manages inappropriate or isrespectful behaviour within the club Acknowleges an emonstrates unerstaning of the challenges face by others Directs the team to appropriate support channels uring ifficult times

7 Forming & Leveraging Relationships Builing Effective Teams Cultivating Grit Continuous Improvement Motivating Self & Others Allocates tasks an responsibilities with a strong consieration for the safety an wellness of others Buils an maintains relationships an establishes share goals with others Proactively shares information across the club for mutual benefit Hanles conflict iplomatically to buil harmony an trust Encourages collaboration between teams, partners, customers an our community, aing value to the club Effectively uses elegation to evelop the leaership skills of others Tailors leaership approach to enable high performance across teams an the epartment Coaches others to reach their personal an professional potential Cultivates the strength of the club through builing iniviual an team effectiveness Champions etermination an persistence, exemplifying grit at all times Sets a positive example on how to navigate through uncertainty an aversity Ensures the team maintain forwar momentum throughout harships an ifficulty Actively cultivates hariness an grit in others Supports others to swiftly recover from failures, maintaining performance across all situations Consistently reviews club processes to rive continuous improvement, efficiency an operational excellence Drives a culture of people growth through the provision of immeiate an transparent evelopmental feeback Champions the acceptance of new ieas throughout the epartment Provies a forum for others to voice opinions an provie suggestions for the future avancement of the club Leas the elivery of change outcomes, riving change acceptance across the epartment Inspires others through own achievements an the achievements of one s team Motivates others to succee through reaily praising an recognising of high performance Promotes an empowers others to be proactive through a constant focus on initiative an positive action Encourages swift action through the effective an appropriate elegation of work an responsibility