Specialist, Operations Support

Team Lead Operation Support

Team Leader Product Support inspires, leads and develops their team to deliver efficient movement and storage of product across all categories, leading processes and procedures that will yield the highest level of productivity while updating the team regularly on progress and updates for continuous improvement. The role monitors delivery schedules and provides team assignments to ensure accurate and timely processing and distribution of products to the sales floor, in addition to assisting in floor moves, action price change notifications (PCN’s), and assisting in the execution of stock takes. 

Location Merchandise Management  

•Supervises deliveries and liaises with Product Manager and Warehouse on effective co-ordination of delivery timing of stock 
•Supervises the acceptance and verification of incoming product for the location. Ensures that all stock is checked in accordance with DFS standards
•Assists the Product Manager with effective communication with Distribution and Merchant via internal automated merchandise systems
•Supervises and actions on reverse logistics as and when necessary in an accurate and efficient way
• Assists to control write offs, damaged, and markdown stock and ensures that accurate documentation is completed and maintained. Assists to ensure damaged goods processing and destruction of merchandise are carried out in line with internal policies and external customs regulations
•Liaises with AGMs to ensure that all aged stock are cleared within appropriate timeframes 
•Responsible for correct date rotation of perishable food products 
•Maintains the Out of Stock / Stop Selling listings and systems on a daily basis
•Supervises appropriate levels of GWP’s and PWP’s being in stock for monthly promotions at all times
•Maintains appropriate and efficient space management of stock rooms including accurate and clear labelling of shelves/boxes 
•Supervises the support teams to efficiently receive, sort, and prepare to replenish the sales floor with merchandise. Co-ordinates efficient and regular replenishment of product 
•Advises the Product Manager with regards to any Computer stock discrepancies to achieve prompt reconciliation and problem resolution
•Maintains the security of stock and customer orders 

Team & Service Management 

•Effectively communicates overall company objectives and how the team is critical to achieving sales targets and company's strategies. Ensures the team is focused on delivering exceptional customer experiences and increasing productivity. Review individual and team performance regularly
•Creates and promotes a positive work environment in line with DFS values, employee related policies and local environment considerations. Responsible for the team's retention, staff development and engagement
•Ensures development plan is in place and being reviewed 
•Leads, coaches and trains your team to ensure they are consistently growing in skills, confidence and effectiveness in their roles. Takes corrective action to improve unsatisfactory performance if needed
•Assists in the preparation and delivery performance appraisals by providing constructive feedback
•Participates in recruitment and selection as required

What you'll be doing?

We are looking for a proactive and dynamic people manager to join as our Team Lead, Sales. You will be the primary conduit between the Product Sales Manager, the Regional merchant team, the product brands and the customers. You will supervise, mentor and develop a cross‐functional sales team, and foster a service environment to create the luxury service experience for our customers. You will demonstrate the ability to lead and role model our highest standard of service quality.

Enhance Selling and the Customer Experience

• Assist the Product Sales Manager (PSM) to drive sales; work with the PSM on ways to increase team productivity 
• Partner with the Platinum Services team to enhance the customer experience

Team Management

• Ensure your team has clear goals and objectives which remain focused on the customer experience and productivity targets
• Supervise sales floor; manage team visibility on the shop floor for optimal staffing and floor coverage
• Liaise with the Assistant General Manager (AGM) Sales on staff coverage and job duty scheduling needs
• Encourages teams to meet or exceed location sales & profitability targets; be a role model on desired sales behavior

Product Management

• Maintain high standard of product and brand knowledge among your team
• Maintain floor presentation to meet or exceed brand and DFS requirements
• Provide feedback to PSM when supporting the development and execution of merchandise strategy, e.g. promotions, seasonal buys, etc. as required
• Set and maintain appropriate Presentation Stock (PS) levels

Ideal Candidate

• Degree or an equivalent combination of education; or work experience sufficient to successfully perform the essential tasks of the role
• 1 – 2 years’ experience in the luxury detail; team leadership experience within retail or service industry preferred
• Strong interpersonal skills and be able to work well with people at various levels
• Possess an outgoing and assertive personality, with a desire to lead and inspire their teams
• Possess a passion for the brands and products you represent
• Good communication skills, both spoken and written