Operations Team Lead, New York 5th Avenue

Working Here

Our 5th Avenue store is the US Flagship and the largest store in the states. Housing 40,000 square feet of the latest fashion and spanning four floors of our iconic building on the world-famous fashion corridor of Fifth Avenue. The store sits adjacent to one of epicenters of New York City: Rockefeller Center. It has a team of over 200 team members to deliver an exceptional customer experience in this demanding area of the city.

The Job

Customer
• Recognized as a role model for delivering an exceptional internal and external customer experience
• Consistently dress as a ‘Fashion Role Model’ and support the team members to meet the expectation
• Enable the team to ‘Connect With Customers’ through coaching the team on how to deliver a flexible service style for internal and external customers
• Drive ‘Know Your Stuff’, supporting the team to develop the knowledge needed to answer any customer questions
• Fulfill the expectation of ‘All Sizes Out’ by reviewing size availability in the stockroom
• Support the team to deal with difficult internal and external customer situations in the correct way
• Drive the team to ensure stock availability for the customer
• Support the operations manager to facilitate an exceptional customer experience by driving efficient processing of shipment and back stock
• Manage time and tasks effectively, putting the needs of the customer first to ensure that tasks don’t impact on the customer experience


Store
• Ensure that the operations team have all the tools and skills they need to deliver ‘The Perfect Operation’ while maintaining an organized back of house area and store
• Educate and drive the team on all Brand initiatives which support ‘The Perfect Operation’ (all sizes out, efficient processing of shipment and e-plen)
• Develop all team members to have all the skills they need to support with size checks, price changes, promotional offers and administrative tasks
• Support the team to deliver on all daily targets and Key Performance Indicators (KPI’s)
• Facilitate the correct handling of transfers out and damages, highlighting and re-training the team on any errors which could impact on an accurate inventory result
• Take actions that assist in reducing markdown and preventable loss
• Effectively zone team members in the stockroom to maintain stockroom standards and housekeeping in line with ‘The Perfect Operation’
• Support the management team in meeting all Health and Safety requirements to provide a safe environment for customers and the team
• Promote the importance of data protection pertaining to the store, internal and external customers
• Review size availability and product flow to identify opportunities to maximize sales
• Support the Operations Management team with inventory planning and completion alongside the execution of the stock loss action plan
• Review daily and weekly tasks and prioritize based on the needs of the business
• Maintain good head office and vendor relationships, acting as an ambassador for the store and Brands
• Drive consistency by keeping key partners up-to-date with pertinent information and executing effective handovers
• Demonstrate the ability to spot potential risks and take appropriate actions to minimize the impact on the business
• Deliver on any Duties of Responsibilities (DORs) or projects assigned by the management team
• Knowledge and adherence to all company policies and procedures

Team
• Demonstrate the ability to work with a sense of urgency, effectively balancing multiple requests and tasks
• Support the cascade of appropriate communication by filtering relevant information received and utilize all communication methods to keep up to date and energize and inform the team
• Connect with the visual team to support the delivery of the trends and departments to maximize sales opportunities and inspire the customer
• Partner with the Product and/or Front of House teams to ensure the availability of sizes and product for the customer
• Demonstrate the ability to assess talent in order to recruit and induct new team members (including supporting the 30-60-90 day reviews)
• Foster an inclusive culture by listening to the team and ensuring that their opinions are heard
• Confidently deliver feedback to your management team and challenge decisions where appropriate
• Respond professionally and positively to constructive feedback
• Consistently review your leadership status to utilize your strengths to develop your areas of opportunities
• Demonstrate a flexible approach and style to fit the needs of the individual
• Inspire the team to be passionate about their role and progression within the business
• Consistently deliver appropriate feedback to individuals celebrating their successes and being constructive where support is needed
• Support the management team succession plan by identifying and developing the team
• Positively promote the Operations function with the rest of the store team and be seen as an expert in operational skills and knowledge

Must Haves

Must haves
• 1 – 2 years of supervisor experience or equivalent
• Strong organizational skills Enjoy working in a fast-paced and ever changing climate
• Strong focus on leading the team to drive success across a range of key performance indicators
• Excited by having the opportunity to identify solutions to operational, product and team challenges
• Role model exceptional internal and external customers service
• Open Availability to suit the business needs (including weekends and occasional nights)
• Have an infinity with the Brand identity

Added Extras

• Paid Time Off
• Staff Discount
• Fashion Role Model Allowance
• Wageworks Commuter Benefit
• 401k Scheme
• Development Opportunities
• Health Care (Medical, Dental & Vision) – Full Time Only