Knowledge and Understanding (Understand it)

Skills (Present it)

Behaviours (Stay it)


Perceive the shopper profile of the enterprise, their buying habits throughout a retail calendar 12 months and the best way to meet and exceed their wants. Know the most effective methods to drive the group to extend gross sales, safe buyer loyalty and attain enterprise targets

Monitor clients’ enquiries and repair necessities; coach and help group members to make use of acceptable strategies e.g. nose to nose or distant akin to on-line services, to ship constant and distinctive service that gives clients with a optimistic expertise

Act as a job mannequin to champion glorious customer support by at all times trying to enhance clients’ expertise by a welcoming {and professional} method which builds robust buyer relationships


Perceive the aim of the enterprise together with its imaginative and prescient, targets and model / enterprise requirements, how they examine to its rivals and the way personal function, and the group, assist to realize them

Work with the group to keep up model / enterprise requirements always and establish and deal with any potential dangers in response to enterprise procedures

Display private duty for assembly the targets of the group and the enterprise


Perceive how personal actions and people of the group can contribute to the general monetary efficiency of the enterprise by growing gross sales e.g. by product positioning, and minimising prices by efficient inventory management and prevention of theft

Assist the achievement of monetary targets by planning and monitoring assets. Use assets successfully and effectively to satisfy anticipated demand. Oversee the areas that impression on monetary efficiency in personal space of the enterprise in keeping with enterprise procedures

Display business consciousness and act responsibly and with integrity to guard the monetary place of the enterprise


Perceive the best way to organise the group every day to realize targets, and recognise the significance of contingency planning to satisfy enterprise necessities; know limits of authority when deputising for line supervisor

Use out there data to coordinate the work of the group in order that the correct individuals and assets are in the correct place on the proper time to make sure constant model / enterprise requirements are delivered. Deputise for line supervisor inside limits of personal authority

Show decisive pondering when making choices which might be in the most effective curiosity of the enterprise. Use sound judgement; take immediate motion within the case of issues referring to assets


Perceive how the model / enterprise is positioned externally, significantly in relation to native and on-line rivals and the way its merchandise / providers meet shopper developments. Perceive how personal actions, and people of the group can impression on clients’ notion of the model / enterprise

Assist the group to make sure they perceive and have interaction within the advertising and marketing actions and plans of the enterprise and assist be certain that clients have the very best expertise

Proactively search to grasp native shopper developments, rivals’ provides and promotions, and buyer wants and expectations, report back to supervisor, search suggestions and take motion in space of duty


Perceive the best way to help efficient communication, shortly figuring out the scenario and wishes of people and the best way to reply in probably the most acceptable means utilizing a wide range of strategies and strategies, for instance nose to nose and / or remotely to incorporate on-line

Adapt model of communication in response to the viewers, monitor the effectiveness of and encourage glorious communications throughout all operations that obtain the most effective consequence for the enterprise together with verbal, written and on-line communications

Display optimistic verbal and physique language utilizing concise and clear strategies of communication, taking up board different peoples’ factors of view and responding in a means that’s thoughtful to the viewers

Sales and


Perceive the components which might decide and have an effect on gross sales and promotions all through the retail 12 months and the best way to coordinate and implement them to help enterprise targets

Talk gross sales targets to the group and help them, recognising and performing on alternatives to maximise income, for instance by hyperlink promoting and drawing clients’ consideration to promotional provides

Proactive in on the lookout for price efficient gross sales alternatives and methods to boost income

Product and Service

Know and promote the options and advantages of merchandise / providers, their distinctive promoting factors, the talents required to promote them, the place objects match into product ranges, related  services, the place to search out detailed data if required and different related data akin to supply lead time, accessibility and supply

Maximise alternatives to extend gross sales by making certain group know and perceive the options, advantages, distinctive promoting factors and different related data referring to merchandise, product ranges and providers supplied by the enterprise

Promote all services confidently, demonstrating glorious data and understanding of them


Know strategies of merchandising all through the retail operation, together with level of sale, the retail calendar and native wants e.g. geographical, topical or climate based mostly


Guarantee group replenish and keep merchandising in response to enterprise necessities, the retail calendar and native wants e.g. geographical, topical or climate based mostly


Talk and encourage the merchandising ideas, requirements and commerciality to the group


Perceive the ideas of inventory management from sourcing to sale / provide. Perceive the administration of inventory ranges, safety, restrictions (e.g. age restricted merchandise), wastage and efficient methods for recording them


Guarantee group complies with inventory procedures to minimise inventory harm or loss, maximise earnings and adjust to authorized necessities; and take acceptable motion to promote inventory that’s close to the tip of its product, promotional or shelf life


Take a proactive method and lead the group to efficient inventory administration, making certain inventory is accessible and out there in keeping with high quality necessities, the place and when wanted


Perceive how present and rising applied sciences help retail operations and gross sales whether or not buyer going through or distant, and the way greatest to function them to realize an environment friendly and efficient service


Oversee the suitable use of know-how in keeping with enterprise coverage and observe the suitable procedures to take care of service points


Is an advocate for the efficient and environment friendly use of know-how

Developing self and others


Perceive the data, expertise and behaviours required of self and others to develop a excessive performing group within the enterprise. Perceive group dynamics and the significance of enabling group members to understand their function within the wider organisation and in assembly enterprise targets


Plan, organise, prioritise and oversee personal and group members’ actions, supporting their induction, coaching, improvement and training, and delegating duties pretty and appropriately to satisfy enterprise targets


Take duty for personal efficiency, studying and improvement. Develop optimistic relationships with group members, embracing new and higher methods of working

Crew efficiency

Know the best way to establish and develop glorious group efficiency. Perceive how the efficiency of the group contributes to the general success of the enterprise Lead the group every day, setting targets and reviewing progress towards them. Encourage group members, present teaching and on job coaching. Establish battle throughout the group and work to resolve this with help from others Positively and confidently problem poor efficiency and reward glorious efficiency in keeping with enterprise procedures

Legal  and  governance


Perceive the significance of enterprise compliance to authorized necessities and supporting the group to function in keeping with enterprise coverage and procedures


Guarantee self and group at all times adjust to authorized necessities, reply shortly to recognized dangers and guarantee they’re handled in keeping with enterprise procedures and reported to the suitable member(s) of the administration group


Be accountable, advocate and cling to the significance of working legally in the most effective pursuits of all individuals


Perceive the best way to work with and help individuals from a variety of backgrounds and cultures and the enterprise coverage on variety

Guarantee group members are conscious of and observe enterprise insurance policies referring to variety. Make cheap changes as required for patrons or group members

Function in an empathic, truthful {and professional} method with all people no matter background and circumstances


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