Store Manager

Founded in 1927 in Bologna, Italy, Furla is one of the major players in the worldwide leather goods market, standing for its strictly Made-in-Italy creativity.
The company is present in 100 countries with over 400 single-brand shops situated on the most prestigious international shopping streets, a distribution network with over a thousand official points of sales and important growing channels such as travel retail and e-commerce.

The Store Manager is responsible for managing the store and the staff by monitoring and improving the related turnover performance and profitability in relation to KPI and budgets. They verify the correct application of Company policies, offering a daily contribute to the development of the brand, its values and product's knowledge.

Customer service:

• welcome all customers and engage with the client demonstrating good product and brand knowledge, be active in the creative development of new clients, networks, etc.; demonstrate the ability to close sales by enlarging the offer and developing new desires; create loyalty and give the client a good reason to return soon using all CRM tools
• develop a relationship with all clients, exploring their expectations and lifestyle; demonstrate a high level of customer service through personal support to the team and continuing to introduce CRM tools to build an active and relevant database of customers
• demonstrate enthusiasm for the product and provide feedback on the product range to the Store Manager and HQ if required; show good knowledge of the product and brand history and be able to transmit that to the customer and team; ensure the team uses the training tools to transform all of the information into a product proposal, rebutting any objections
• ensure all customer enquiries, refunds, exchanges and complaints are dealt with in accordance with Furla's company policy and in a timely manner
• ensure the team knows all the procedures required to assist clients with after-sales service requests; roll out to the team the correct store training on how to provide an initial quality filter for claims; lead by example for attitude and stress management when faced with complaints and unfulfilled expectations

 
Store operations and expectations:

• be responsible for managing the store and staff by monitoring and improving the related turnover performance and profitability in relation to key performance indicators and budgets; verify the correct approach, implementing company policies, offering a daily contribution to the development of the brand and its values
• ensure all visual displays (e.g. windows, shelves, drawers…) reflect the brand's standards and are as sales-effective as possible
• ensure all stockrooms and stock areas are organised efficiently, in line with company policies and that all stock areas are efficiently structured and easy to use for all staff.
• be responsible for all opening and closing paperwork, checking it has been prepared accurately and legibly; ensure all staff are trained properly to handle all till transactions and follow the company guidelines
• provide evidence of good in-store document management, ensure that all associated and financial documentation is submitted to HQ within set timescales: ensure all reports requested by the Manager and HQ are completed and sent on time
• ensure security of company property and premises by being vigilant at all times; inform the Store Manager of any suspected incidents of theft; ensure effective stock control is maintained at all times to minimise possible loss through theft (internal/external).
• ensure compliance with the company Health and Safety policy; understand the importance of reporting accidents in the workplace in accordance with the company procedure; manage stock in such a way as to prevent accidents

 
Teamwork and personal attitude

• be versatile and able to adapt to the requirements of the role; show flexibility and enthusiasm; demonstrate the ability to work with a sense of urgency as dictated by the business; be able to develop new solutions and improvements
• compliance with working hours and company rules
• understand the importance of appropriate grooming and hygiene in the workplace and comply with company standards

 
 
Team leadership

• be aware of the effect that one's own behaviour and attitude has on other people; behave with integrity and be open and honest with the team; listen and share ideas with others, gaining approval through authority and discussion
• create and maintain positive relationships with internal and external colleagues
• ensure communication is shared and understood by every single team member; actively seek and provide data-based feedback in a constructive manner; maintain an effective two-way dialogue with others about work and results; able to focus on the speaker to understand, interpret and evaluate needs; communicate in a clear, professional and appropriate manner
• manage the staff and store in line with FURLA's budget, standards and policies
• staff recruitment, retainment and development: demonstrate full understanding of Furla's recruitment process; attract, retain and develop high calibre personnel through continuous training, development, coaching and periodic assessment.

 
 
Values and Behaviour

• Leading the Leaders: inspire your team with the drive to achieve high quality standards and Lead by example, giving clear instructions and adopting best practices.
• Customer Obsessed: focus your attention, interest and activity on the customers and make changes to suit your customer's needs and find the best solution
• Passion and Energy: be constructive, optimistic and confident and be persistent and committed to pursuing goals
• Take action: react quickly and positively and provide what was promised and expected
• Difference makes the Difference: show careful consideration and attention to others and  be genuine but respectful and value those who are different to you