Retail Sales Associates- West Edmonton Mall

TEAM MEMBER

POSITION DESCRIPTION AND KEY MEASURES

POSITION: Team Member

DEPARTMENT: Retail Operations

REPORTS TO: Store Manager

DUTIES & RESPONSIBILITIES

CUSTOMER EXPERIENCE

• Provide exceptional experiences to every customer using the Sell with Style steps

• Professionally resolve all customer complaints, ensure the customer leaves happy on every occasion by

listening, understanding the situation and finding a resolution.

• Share product knowledge for the current add on when styling customers

• Complete customer bag checks when required

SALES

• Have a clear understanding of store’s targets set daily, weekly and monthly and how the store is tracking on a

daily basis

• Assist in the overall achievement of store sales and performance indicators.

• Track sales hourly using the store diary

• Continuously improve on all company KPI's

• Utilize all tools within store diary to achieve KPI benchmarks

EAR PIERCING

• Have a clear understanding of the proper use of the mechanical stud and clasp ear device

• Provide safe and sanitary ear piercing to customers

• Recognize the tasks and procedures in place for a potential exposure to blood borne pathogens

VISUAL MERCHANDISING AND HOUSEKEEPING

• Merchandising – to assist in merchandising and housekeeping

• Execute all floor updates, range updates and promotions exactly as per planogram

• Sale set ups completed as per sale guidelines

• Signage needs to be correct and up to date as per guide in the Lowdown and on planogram

• Ensure ‘time to shine’ (morning cleaning) and ‘recovery ‘(end of day merchandising) is completed daily

• Ensure your store is clean and tidy for customers at all times- order cleaning products as required

• Log all maintenance issues through the ‘Service Desk’ within 24 hours (excluding Maintenance and Marketing)

• Keep the backroom clean and tidy - No stock in backroom

• Conduct regular store walks to ensure there are no safety issues in store (broken mirrors, broken ladder etc.)

PRODUCT MANAGEMENT

• Ensure the stock is processed according to company standards (IBT’s etc.)

• Product must be replenished into ranges once deliveries are received within 24 hours

• Complete stock audits daily/weekly by end of day Friday

• Refill product from cupboards every day

• Excess must be organized to Lovisa standards. Each style bagged separately, and each product group bagged.

separately within each range. Any styles that may tangle need to be individually bagged.

• Product may be considered as broken/faulty – ensure all product is repaired immediately and put back onto

the floor.

PRIVATE AND CONFIDENTIAL

• All product that is non-repairable must be scanned out the same day found.

• Complete visual merchandising and store promotional directives, including product placement, fullness,

appropriate pricing and Point of Sale material.

BRAND AMBASSADOR

• Ensure you’re presented as per current Lovisa Style Guide

• Wear the team piece on every shift

• Conduct yourself in a professional manner at all times

COMMUNICATION

• LOLA – to ensure that you read, understand and action all points in the Lowdown and any ‘Lovisa

Communication’ notifications.

• Store – to ensure that open lines of communication are maintained, and the Store Diary is utilized daily.

• Email and Phone Calls – Respond to any phone calls within 24 hours and any emails within 48 hours.

OTHER

• To comply with all aspects of the Lovisa Employee Manual

• To comply with all aspects of the Lovisa Security Manual

• Be up to date with all policies and procedures

• Security – maintain security awareness according to Lovisa policy

• Use daily cash up sheets to ensure cash register balances at all times

• Be coachable in all aspects, flexible and proactive in style

• Start / Finish Times – As per roster within retail hours.

• Any hours worked outside your rostered times must be with the expressed agreement of your Regional

Manager

• Other duties and special projects within skill and competency level as required.

KEY MEASURES AND ACCOUNTABILITIES

Key Performance Indicator Benchmark

Sales vs Growth on LY

Average Dollar (Ave $) Above company benchmark

Items per sale (IPS) Above company benchmark

Add-On 15% and above

LOLA completion 90% Completion

PRIVATE AND CONFIDENTIAL

To act appropriately in accordance with the Lovisa standards and to carry out essential duties in the absence of the

Manager, according to your skill and competency level.

10 Plus 1 Culture Commitments: Lovisa’s Culture is shared - values, vision, purpose, expectations, behaviors, views,

and common standards that are the basis for all our actions.

Can do attitude.

Customer Experience

Respect

Continuous Improvement

Communicate, Communicate, Communicate

Costs

Accountability

Teamwork

Trust