Retail Store Manager (Kingston, Jamaica) - Caribbean Producers Jamaica Ltd.

The Manager for the Kingston retail store is responsible for all aspects of the Kingston store, as well as the CPJMARKET.COM website function of retail sales. The Manager has the leadership and developmental responsibility for the Kingston retail store, including training, coaching and service measurements. The Manager will ensure all focus is on the customer experience and satisfaction through fulfilment of orders both in-store and online.

Duties and Responsibilities:

• Maintain appearance of store as well as the quality and variety of the product offerings of the store.
• Ensure store is fully stocked and displays are appealing. Ensure products are properly stored and rotated to maintain high merchandising standards.
• Interact with customers both online and in store and build relationships with them while ensuring their needs are being met.
• Ensure an in person and online exceptional customer experience.
• Coach and support team members to help them meet departmental goals. By implementing performance plans and ensuring that development activities are completed.
• Become an expert in Expedite retail store software and Microsoft Dynamics GP. Ensure that retail customer service is enhanced through the building of customer base in Expedite data base.
• Become an expert in back end of CPJMARKET.COM website. Work with IT & Pricing Analyst to ensure all products listed are reflecting accurate stock and pricing information.
• Detect and correct pricing anomalies on both website and in store.
• Coach and support team in solving difficult problems that affects customer experience.
• Keep records and documentation of customer interactions.
• Work with Finance to create monthly and quarterly store sales reports for both store and online sales to determine whether KPIs are being met and where there is room for improvement.
• Ensure there is adequate coverage for all customer service functions of the store, including maintenance of Customer Base, CRM, Web Order Management, Web Inquiries, Complaint Handling.
• Participate in departmental meetings to ensure the team is knowledgeable about the current issues/tasks within the department and create harmonious working environment.
• Be the liaison person within the various departments, as it relates to matters affecting the store customer.
• Conduct Inventory Audits and develop a cycle count plan, working with Inventory Control to ensure shrink is minimal and inventory is accurately reflected in system. Investigate and explain all discrepancies or variances from audits of inventory.
• Ensure accurate and timely transfers of inventory to KR from MMDC.
• Create pricing activities including price changes as required to sell product before expiration date with signage.
• Execute daily opening and closing procedures per established security guidelines e.g. closing cash pans, and opening and closing entrances and exits. Troubleshoot any issues with daily close out and sales analysis.
• Make sure delivery service for online orders is effective and timely, ensuring customer satisfaction.
• Conduct regular planning and reviews on store promotions and initiatives with management team.
• Process time and attendance records for payroll purposes.
• Conduct performance and disciplinary discussions in the Senior Manager’s absence.
• Prepare and transmits the daily bookkeeping, invoicing, and requisitions information.
• Complete daily banking activities in line with CPJ ‘s operational standards
• Creates and distributes rosters to ensure coverage of staff to effectively meet operational demands.

1.2 General Responsibilities:

• Have and maintain knowledge of company products and procedures.
• To implement any activity, process or strategy that will improve the competitive advantage of the store, in consultation with the Operations Manager- Retail Stores
• Ensuring the maintenance of the good name and reputation of Caribbean Producers Jamaica Ltd. in general through the demonstration and practice of the highest standards of ethical conduct.
• To abide by the disciplinary code of the company.
• Any other duties as may be assigned.

Knowledge, Skills & Abilities:

• Strong verbal and written communication skills.
• Ability to work effectively with diverse groups of associates and customers ranging from entry level to executive level positions.
• Demonstrated leadership and the ability to develop positive interdepartmental relationships.
• Proficient in Microsoft Word, Excel, and Power point.
• Ability to work with multiple departments including but not limited to Sales, Marketing, Distribution, Operations, Accounting, Purchasing, Inventory, R & D Quality Assurance, and IT, both internally and externally.
• Ability to manage multiple tasks, often with competing deadlines.
• Strong problem solving and collaboration skills
• Ability to prioritize projects and clearly communicate direction internally and externally.

Education & Experience:

• At least 5 years’ experience in a retail and consumer trade.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite, Microsoft Dynamics GP, Expedite POS, and Salespad CRM.

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