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 customersComplete customer bag checks when requiredSALES
Have a clear understanding of store's targets set daily, weekly and monthly and how the store is tracking on adaily basis
Assist in the overall achievement of store sales and performance indicators.Track sales hourly using the store diaryContinuously improve on all company KPI'sUtilize all tools within store diary to achieve KPI benchmarksEAR PIERCING
Have a clear understanding of the proper use of the mechanical stud and clasp ear deviceProvide safe and sanitary ear piercing to customersRecognize the tasks and procedures in place for a potential exposure to blood borne pathogensVISUAL MERCHANDISING AND HOUSEKEEPING
Merchandising – to assist in merchandising and housekeepingExecute all floor updates, range updates and promotions exactly as per planogramSale set ups completed as per sale guidelinesSignage needs to be correct and up to date as per guide in the Lowdown and on planogramEnsure ‘time to shine' (morning cleaning) and ‘recovery ‘(end of day merchandising) is completed dailyEnsure your store is clean and tidy for customers at all times- order cleaning products as requiredLog all maintenance issues through the ‘Service Desk' within 24 hours (excluding Maintenance and Marketing)Keep the backroom clean and tidy - No stock in backroomConduct 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 hoursComplete stock audits daily / weekly by end of day FridayRefill product from cupboards every dayExcess 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 ontothe 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 GuideWear the team piece on every shiftConduct yourself in a professional manner at all timesCOMMUNICATION
LOLA – to ensure that you read, understand and action all points in the Lowdown and any ‘LovisaCommunication' 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 ManualTo comply with all aspects of the Lovisa Security ManualBe up to date with all policies and proceduresSecurity – maintain security awareness according to Lovisa policyUse daily cash up sheets to ensure cash register balances at all timesBe coachable in all aspects, flexible and proactive in styleStart / Finish Times – As per roster within retail hours.Any hours worked outside your rostered times must be with the expressed agreement of your RegionalManager
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
