| CORAL RETAIL MANAGER
1. Role objective
To lead, motivate and develop a shop team to deliver outstanding customer service and retail standards - and achieve annual profit targets.
2. Key success criteria
2.1. Develop The People
- Proactively reviews, agrees and plans staff resource requirements – owning and executing agreed recruitment action.
- Thoroughly manages all staff induction, ensuring 100% adherence to retail induction programme.
- Leads by example and coaches/develops/enthuses team to deliver outstanding customer service and retail standards. Encourages and achieves flexibility, reliability and a positive attitude throughout the team. As a result, the shop operates as effectively when the manager is not there – as when he or she is.
- Involves all the staff team in business activity and promotions – positively delegating to improve outcomes and develop staff.
- Identifies and swiftly resolves any shop team performance issues, addressing any appropriate training and development needs.
- Communicates regularly and effectively to shop team and ensures their awareness of all relevant information and staff communications.
2.2 Deliver The Standards
Ensures Coral customer service standards are thoroughly and consistently delivered by all shop team members :
- A friendly greeting is extended to all customers when entering the shop. Where this is not possible the greeting is extended to customers approaching the counter.
- All transactions are accompanied by eye contact and a friendly ‘thank you’.
- A special effort is made to talk to all customers and develop relationships.
- Serving customers is priority one – everything else can wait.
- All staff are neatly groomed and smartly dressed, wearing uniform and name badge in full compliance with staff uniform policy.
Ensures consistent, disciplined delivery (externally and internally) of Coral cleanliness, tidiness and shop presentation standards - 100% in accordance with the requirements identified in the ‘retail standards audit’. Evidence of demanding management of shop cleaner performance.
Follows-up effectively on all action points from mystery customer visits, retail standards audits and shop visit feedback – within agreed deadlines.
Delivers shop merchandising in full accordance with daily merchandising directions – with neat bold printing on any handwritten content.
Ensures all machines are in working order and clean, with merchandising displayed as directed. All machine faults are reported immediately and are promptly chased up with Coral Machine Managers if service levels are not adhered to by suppliers.
Ensure daily checking of machine note and coin acceptors
Ensures management reports and requests for information are accurately completed and received within agreed timescales.
Prepares thoroughly for all business meetings with the Area Manager, completing prior RSA, proactively identifying business improvement area and effectively implementing agreed actions.
Ensures that all legal and regulatory controls are strictly enforced to protect the LBO licence and promote ethical trading:
- Agreed Gamcare social responsibility procedures relentlessly adhered to
- Company health and safety standards complied with, including completion and despatch of six monthly checklists to agreed deadlines,
- Under 18 controls relentlessly observed
- Environmental health regulations (e.g. prevention of fly tipping) upheld
2.3 Grow The Sales
- Continuously analyses and compares product performance, identifying issues and opportunities – and executing effective actions plans and promotion activity to address.
- Ensures key topical betting opportunities and new products are ‘talked about’ and ‘talked up’ to customers. Enthusiastically engages staff support in successfully executing any national sales promotions, effectively using approved materials.
- Ensures local promotional plan is effectively delivered utilising the IPAC guidelines eg FOBT tournaments
- Visits competitors minimum weekly, observing and evaluating performance and activity – implementing any necessary improvement action to grow or protect market share. Maintains accurate market share records. Regular feedback of competitor visits given to AM.
- Consistently delivers daily complimentary drinks initiative to appropriately targeted customers.
- Ensures all customer enquiries and complaints are owned and dealt with swiftly, sensitively and professionally.
- Ensures an overflow till is always open to maximise service opportunities and minimise queues.
- Consistently sets audio levels for all products in shop to be loud enough to generate excellent atmosphere
- Monitors and ensures service delivery equipment – tills, screens, audio, vending, air conditioning and debit card acceptance – are always fully functioning in order to prevent any adverse impact on sales.
2.4 Deliver The Numbers
- Achieves OTC turnover, gross win and shop net profit budget.
- Achieves machine gross win budget
- Understands and analyses period trading information, identifying underperformance and implementing improvement action.
- Ensures full use of Gaming File in order to manage machine profitability.
- Ensures effective implementation of gross win% controls :
- staff understanding and adherence to acceptance procedure
- board price accuracy checks
- bet translation accuracy
- bet payment checks
- customer monitoring, grading, evaluation and action
- staff alertness to, and prevention of, customer fraud
- Ensures agreed staffing hours are distributed to match business peaks, and wage budgets are achieved.
- Monitors and manages controllable expenses to remain within budget.
- Ensures shop cash discrepancy targets are achieved through consistent implementation of checking procedures and swift, thorough investigation to discover and resolve shortages.
THE PERSON
You must be aged 18 or over,
Have excellent oral communication skills,
An interest in sport,
Good numeracy skills,
Previous retail management experience would be an advantage.
For the right person we offer a career in a fast moving, exciting retail environment. Salaries start at £15,000 progressing up to £34,000 for our high profile shops. We offer 5 weeks holiday a year (pro rata) and a range of other benefits.
WHAT TO DO NEXT
Click
here to complete our online application form
Alternatively contact our recruitment hotline on 020 8595 1955
to request an application form.
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