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Retail Manager - Hounslow Borough

Employer
Lampton Leisure
Location
Hounslow, London
Salary
Competitive
Closing date
17 Jun 2021

Retail Manager - Hounslow Borough

Job Description:  As a Retail Manager, you will be expected to create, develop, and implement sales strategies to drive customer retention across all Leisure Centres Increase the sales of products and services to maximize contribution (Profit) and customer benefit.

The primary focus of the Retail Manager role is to build on the UK's strong market position in the leisure sector by leading the retail teams in establishing a healthy multi-year opportunity pipeline and meeting monthly and annual sales targets. The role requires you to have strong strategic, creative, organizational skills and a passion for deriving insight from data. The successful candidate will have a track record of success in achieving targets, developing and motivating a team to achieve their targets every month. Experience in developing sales strategies to help drive revenue forward, while still being hands-on in the business will be essential for the role while not losing any of the hospitality and customer care that is so vital to the business. You will be an ambassador for Lampton Leisure and be expected to lead from the front, motivate and inspire your team to deliver excellent results, whilst improving guest services and guest satisfaction that has seen repeat business, excellent reviews and recommendation. The successful applicant will have great communication, teamwork, leadership, analytical skills and a keen interest in the leisure industry.

Key Relationships: Marketing, Data, Finance, General Managers, Operations Manager, Operations team, Customer Development Manager & London Borough of Hounslow Colleagues.

The role has:

  • Café
  • Vending
  • Retail / Merchandise
  • Creche
  • Softplay

Core Responsibilities:

  • Develop a Food & beverage strategy, with a focus of Health eating options.
  • Provide training and development to the teams
  • Develop a high preforming team through an ongoing training, coaching and support to maximise to deliver the mission and achieve locally determined commercial and customer service targets.
  • Deliver agreed teams KPI’s around completed calls, lead generations, booked appointments, outreach, in-reach, product sales and secondary spend.
  • Working with your manager, develop detailed plans to deliver the locally determined targets for Food & Beverage, Vending, Creche, retail / Merchandise and Softplay.
  • Help to create and deliver appropriate training and coaching to the relevant teams remotely and on site
  • Working in conjunction with the Commercial Manager, Customer Insight & Data Analyst to develop their customer acquisition, sales recovery plan and retention strategy and to roll it out across all of the leisure centres.
  • Foster external relationships and act as the senior customer-facing representative for all current and prospective clients, including site inspections and customer entertainment
  • Work with the operations and marketing teams to ensure the delivery of appropriate campaigns and systems that will achieve or exceed customer sales targets.
  • Keeping up to date with products and competitors maintaining and increasing sales of company products
  • To achieve and exceed the sales revenue, gross profit and targets defined by the Company.

Retention & Loyalty:

  • Recruit and train all staff
  • Monitoring your team’s performance and motivating them to reach targets
  • Establishing, maintaining, and expanding your customer base
  • Servicing the needs of your existing customers

Team:

  • Motivating and managing the team to support in the implementation of strategy and comms plans
  • Working in a matrix environment the post holder has a functional relationship with All managers, Operations Manager
  • Manage catering team of up to 30 people and could manage several projects simultaneously.
  • Work closely with the General Managers and Operations Manager to manage the Creche, Softplay team members.

Finance:

  • Compiling and analysing sales figures

Requirements - Experience:

  • At least 3 years’ experience working in the leisure industry.
  • At least 3 years experience working as a Restaurant Manager, Retail Manager, Catering Manager or Food & Beverage Manager.  
  • Experience working in a creche environment
  • At least 3 years’ experience working in a customer-driven, commercial focussed environment
  • Experience in achieving performance targets
  • Experience in leading and supporting teams to achieve success
  • Experience in building internal and external relationships
  • Multi-site experience of managing different department’s
  • Strong experience in building teams and structure
  • Excellent negotiation skills
  • The ability to motivate and lead a team
  • Good planning and organizational skills
  • Experience in working to deadlines to achieve positive results
  • Ability to multitask and prioritise projects
  • Experience project managing a new product or service while using Matrix management.

Requirements – Qualifications:

  • Valid full driving license
  • Ideally degree qualified from either leisure, hospitality or business industry.  

Requirements – Personal Characteristics:

  • Excellent verbal reasoning skills and an articulate presenter
  • Numerate with excellent numerical analytical skills
  • Good interpersonal skills including an ability to motivate, persuade, and enthuse others.
  • Implement applicable Lampton Leisure brand initiatives and service standards in all aspects of the business
  • The ability to work calmly under pressure
  • Initiative and enthusiasm
  • Positive and can do attitude

Reports to: Commercial Manager

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