Experience Center Manager - Platinum Store

About the role:

• The shop experience manager will engage with customers, effectively showcase Sun King products, and drive sales. This role is essential in creating a positive customer experience and achieving sales targets through activities within and outside the experience center.

What you would be expected to do:

Sales achievement: 

• Meet or exceed sales and collection targets established and set on 2nd of every month by your Business Manager. Provide daily, weekly and monthly updates on sales , Customer issues and resolutions, as desired and set with your Business Manager. 
• Provide maximum assistance to the sales team in stock management, sales generation, and maintaining best-in-class relationships with brand Ambassadors and team managers in the optimized shop.
• Develop and Implement sales strategies and participate in promotional events to increase traffic to the store, sales and products awareness .
• Maintain a customer pipeline from the walk-in clients to ensure prospective conversions 

Product Knowledge:

• Develop and maintain thorough knowledge of Sun King product range to effectively advise customers.
• Conduct periodic product knowledge refresher for the brand ambassadors working in the store and key areas of marketing activities around the store

Customer Service: 

• Provide exceptional service, answering customer queries and offering solutions.
• Escalate pending customer issues to higher authorities for purposes of login and resolution
• Answer and offer appropriate guidance to all customers (existing, walk-in and prospective customers), ensuring they receive best in class assistance.

Relationship Building: 

• Establish and maintain positive relationships with customers to encourage repeat business.

Feedback Collection:

• Gather customer feedback and relay it to the management for service improvement.

Stock Management: 

• Receive store and issue stocks in the shops via the POS system, Angaza and any other system as advised. Single point of contact for all inventory allocated to the store
• Team up with the warehouse team for inventory stocking based on the planned activities and demand.
• Manage all the merchandise present at the shop and adhere to the laid down issuance procedures.
• Manage any reverse logistics that might be required

Asset Management: 

• Safeguard company assets to avoid losses and damage and ensure risk aversion in running the shop facilities.

Reporting: 

• Reconcile all the payments made through Mpesa, PDQ and any other authorised means as per standard operating procedures.
• Prepare and submit regular and ad hoc reports on.
• Stockholding - weekly.
• Store management – System failures, Alarm performance, repairs, security issues etc.
• Customer service – Customer complaints, warranty claims, 1st Screening reports etc.
• Products availability in the related field activities

Store Management: 

• Store keys ownership, arming and disarming the alarm system by ensuring full safety adherence as per standard operating procedures.
• Coordinate cleaning of the shop and all the products on display on a daily basis.
• Ensure the shop is presentable always – valid trading licenses, shop cleanliness, floor arrangement, product handling, OSHA audit certificates etc.

Regulatory Compliance: 

• Track and update the headquarters on any changes in regulation that affect the store operations.

Budgeting and Cost Tracking: 

• Ensure all shop expenses are tracked and reported as directed.
• Any other tasks that may be assigned to you from time to time.

You might be a strong candidate if you:

• A Degree from a recognized institution.
• At least two years of experience in a similar role – preferably in a customer-facing and stock management role.
• Can clearly and straight to the point communicate fluently in both written and spoken English and Kiswahili.
• Familiarity with POS system and strong computer skills – MS Excel skill is mandatory.
• Have experience in the use of technology – smartphone and web-based applications.
• Knowledge of current sales trends and effective sales techniques
• A high level of integrity and professionalism.
• Can demonstrate sound judgment and excellent communication, presentation and reporting skills.