Cash and Operations Manager - New Bond Street

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London, England, United Kingdom

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Job ID: 000360.34

The cash wrap manager provides leadership that will drive total store results with specific ownership for the cash wrap, cash handling and telephone communications for the store. The cash wrap manager drives results by developing and executing short term action plans and long term strategies. The cash wrap manager supports the growth in sales and service and ensures maximum productivity, profitability and compliance with company policies and procedures.
Delivers a best-in-class, captivating, branded customer experience that builds loyalty and enables consistent sales and profit growth:

o Fosters a customer-centric culture, where the full energy and activity of the store team are focused on delivering highly satisfying customer experiences
o Serves on Sales Leadership Team and is responsible for total store results
o Owns the customer experience at and operations of the cash wrap selling zone
o Demonstrates excellent customer sales lead (CSL) behaviors while owning 2-4 peak segments per week
o Owns customer loyalty initiatives at the cash wrap selling zone, converting CRM and customer capture
o Ensures all cash wrap associates are aware of new and current promotions and applicable ringing procedures
o Leads and trains the utilization of MPOS units during peak times
o Ensures that processes are in place with all zones to recover "go-backs" and maintain a visually appealing cash wrap zone
o Ensures that process is in place to manage in-coming phone calls with appropriate phone etiquette and greeting
o Ensures proper execution of Cash Office Policy & Procedure including opening and closing registers, safe and media auditing, charge draft requests, out of balance issues, bank deposit procedures, change requests, mid day deposits, managing cash flow and cash handling procedures to reduce loss and maintain safety
o Ensures that cash handling discrepancies and loss prevention issues are communicated to the associate operations manager and/or Loss Prevention partner.
o Protects company assets by ensuring great customer service and reinforcing ringing procedures, proper sensoring and packaging guidelines
o Maximizes sales potential by spending 80% of scheduled time on the sales floor
o Gains business insight and creates SMART action plans that improve execution and results
o Supports, models and enhances all selling and sales support behaviors to ensure a seamless customer experience
o Conducts CSL and associate observations and provides feedback and coaching
o Manages and resolves customer relations issues
o Drives customer loyalty through current brand strategies, including credit and customer relationship marketing
o Partners with Sales Leadership Team to identify and resolve all maintenance and housekeeping issues
o Manages all activities related to providing a safe working environment
o Creates an awareness of and builds capabilities in loss prevention by fostering a culture of honesty and connecting the links between customer service, associate engagement and shrink
Builds a high-performance team:
o Attracts, recruits and hires highly qualified associates to support the functions of cash wrap and cash office
o Owns talent management lifecycle of direct reports including onboarding, assessment, retention, career development, succession planning and recognition
o Builds associate connectivity with direct reports
o Manages associate relations of direct reports
o Ensure cash wrap associates are trained to maintain cash wrap selling zone standards
o Partners with associate operations manager to establish clear performance goals and objectives
o Communicates effectively with Sales Leadership Team, associates and peers, including cascading relevant information to direct reports
o Understands and demonstrates Limited Brands' values
Takes responsibility for the following metrics, in addition to performance evaluation criteria and supporting key total store metrics
o Speed and efficiency of transaction
o Friendliness of cashier
o Retention