Experience Center Manager - Platinum Store (m/w/d)

Job Description

The shop experience manager will engage with customers, effectively showcase Sun King products, and drive sales. This role is essential in creating a positive customer experience and achieving sales targets through activities within and outside the experience center.

What you would be expected to do

Sales achievement

• Meet or exceed sales and collection targets established and set on 2nd of every month by your Business Manager. Provide daily, weekly and monthly updates on sales, Customer issues and resolutions, as desired and set with your Business Manager.
• Provide maximum assistance to the sales team in stock management, sales generation, and maintaining best-in-class relationships with brand Ambassadors and team managers in the optimized shop.
• Develop and Implement sales strategies and participate in promotional events to increase traffic to the store, sales and products awareness.
• Maintain a customer pipeline from the walk-in clients to ensure prospective conversions.

Product Knowledge

• Develop and maintain thorough knowledge of Sun King product range to effectively advise customers.
• Conduct periodic product knowledge refresher for the brand ambassadors working in the store and key areas of marketing activities around the store.

Customer Service

• Provide exceptional service, answering customer queries and offering solutions.
• Escalate pending customer issues to higher authorities for purposes of login and resolution.
• Answer and offer appropriate guidance to all customers (existing, walk-in and prospective customers), ensuring they receive best in class assistance.

Relationship Building

• Establish and maintain positive relationships with customers to encourage repeat business.

Feedback Collection

• Gather customer feedback and relay it to the management for service improvement.

Stock Management

• Receive store and issue stocks in the shops via the POS system, Angaza and any other system as advised. Single point of contact for all inventory allocated to the store.
• Team up with the warehouse team for inventory stocking based on the planned activities and demand.
• Manage all the merchandise present at the shop and adhere to the laid down issuance procedures.
• Manage any reverse logistics that might be required.

Asset Management

• Safeguard company assets to avoid losses and damage and ensure risk aversion in running the shop facilities.

Reporting

• Reconcile all the payments made through Mpesa, PDQ and any other authorised means as per standard operating procedures.
• Prepare and submit regular and ad hoc reports on.
• Stockholding - weekly.
• Store management - System failures, Alarm performance, repairs, security issues etc.
• Customer service - Customer complaints, warranty claims, 1st Screening reports etc.
• Products availability in the related field activities.

Store Management

• Store keys ownership, arming and disarming the alarm system by ensuring full safety adherence as per standard operating procedures.
• Coordinate cleaning of the shop and all the products on display on a daily basis.
• Ensure the shop is presentable always - valid trading licenses, shop cleanliness, floor arrangement, product handling, OSHA audit certificates etc.

Regulatory Compliance

• Track and update the headquarters on any changes in regulation that affect the store operations.

Budgeting and Cost Tracking

• Ensure all shop expenses are tracked and reported as directed.
• Any other tasks that may be assigned to you from time to time.

You might be a strong candidate if you

• A Degree from a recognized institution.
• At least two years of experience in a similar role - preferably in a customer-facing and stock management role.
• Can clearly and straight to the point communicate fluently in both written and spoken English and Kiswahili.
• Familiarity with POS system and strong computer skills - MS Excel skill is mandatory.
• Have experience in the use of technology - smartphone and web-based applications.
• Knowledge of current sales trends and effective sales techniques.
• A high level of integrity and professionalism.
• Can demonstrate sound judgment and excellent communication, presentation and reporting skills.

What we offer (in addition to compensation and statutory benefits)

• A platform for professional growth in a rapidly expanding, high-impact sector.
• Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
• A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
• Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.

Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.