Deputy Manager Full Time

Responsible for: Deputy /Trainee Managers, Assistant Managers, Team Leaders, Sales Assistants and any other staff under your supervision.

Responsible to: Operations Manager, Area Manager & On-Call Manager

Main purpose of job: To assist and support your Manager to deliver, promote and implement behaviours and actions to provide excellent customer service. Assist in implementing all necessary processes and procedures to achieve high performance standards in your Store. To assist in implementing all necessary processes and procedures to maximise both staff and store performance to increase the profitability of your Store. Ensure full use of all resources to maximise the effectiveness and efficiency of your Store. To assist in managing Store staff and ensure their adherence of all Company Policies & Procedures. To assist in planning, reviewing and implementing both short and long-term strategies to further develop the growth and progression of your Store and WineFlair (Belfast) Ltd.

Tasks/duties involved:

As a Deputy Manager your primary role will be to support and assist your Manager to implement, achieve and maintain all of the duties and responsibilities below and in a managers absence to assume total responsibility for the Store and Staff.

Store Performance

• To consistently review your Store performance to ensure that all Company Policies & Procedures are being implemented effectively and efficiently to achieve the Store Objectives and Targets.
• To set and review in conjunction with your Area Manager Store Targets in relation to Wastage and Damages and implement a plan for continuous reduction of these Targets.
• To review Budgetary Targets as agreed with your Area Manager and ensure your Store operates within these targets to achieve expected profitability and productivity objectives. Maximise your resources and minimise your overheads and costs.
• To react to Store performance issues and concerns, escalating to Area Manager with a plan of action and suggestions to resolve matter.
• To react to local trading conditions, exercise judgement and take initiative to resolve in conjunction with your Area Manager.
• To trade to agreed Store opening hours, controlling the appropriate levels and calibre of employees to ensure you have the correct people and skills required.
• Rota’s should be continually reviewed to ensure sales patterns and trends are adequately resourced.
• To enforce and monitor Store Standards (housekeeping, hygiene and other practices) and ensuring Store Cleaning Rota’s and duties are scheduled and completed.
• Ensure communications with all the members of your Store Management Team, scheduling required meetings to ensure effective flow of instructions, direction and information and utilising resources and skills.
• Schedule regular quarterly Store Meeting with Area Manager and management team to discuss performance, issues, concerns and agreed a plan of action to resolve matters.
• Ensure all Plans of Action are implemented, monitored and reviewed escalating any matters to your Area Manager.
• To always conduct yourself professionally and understand that you are an ambassador for WineFlair when meeting and liaising with Suppliers.
• Manage, operate and staff your Store within the Operational Budgeted Hours set for the Store, to minimise overheads and costs and using your experience and knowledge of your Store to achieve Targets and Profit Margins.

Customer Service

• Monitor and review Customer Service standards within your Store using results from Mystery Shopper Reports and Customer Complaints and draft a Plan of Action for staff and Store in conjunction with your Management Team to ensure improvements.
• Implement and complete Staff Performance Review meetings if there are any issues or concerns with an individual member of staff in conjunction with your Area Manager.
• Escalate any issues or concerns of poor staff performance to H.R. Manager providing Staff Review notes, documentation, evidence etc. for appropriate formal action to be taken.
• To ensure appropriate levels of staffing to meet and exceed Customer Service as quickly and efficiently as possible by monitoring, reviewing and planning staffing levels for normal, busy, promotion and local event periods.
• Anticipate the needs, requests and demands of your Customers wherever possible, by ensuring your Store has the correct stock and quantities as required.
• Deal with and manage at store level all Customer queries or complaints as quickly and effectively as possible. Ensure all documentation is completed as required and if necessary, escalate to the appropriate Head Office Personnel.
• Ensure continuously training of all staff to improve skills, experience and product knowledge to maximise sales and customer service by scheduling staff for appropriate training courses and implementing training plans at Store level where needed.
• To maximise and develop the Store layout plans ensuring appearance of the Store meets and complies with Customer needs, promotional plans and instructions of Area Manager.
• Ensure all staff are well presented for work, wearing their uniforms (including Challenge 21 badges) in accordance with Company Policy. Schedule Store Management Team to conduct weekly uniform checks and escalate any issues or concerns for immediate action at Store level before escalating failures to comply with Company Policy and Direct Instructions to H.R. Manager (Head Office).

Staffing and Training

• Ensure all Inductions Training is scheduled and carried out by your Management Team and all relevant documentation/paperwork is e-mailed to relevant personnel at Head Office.
• Provide effective team leadership and management to Store employees, ensuring all team members are well motivated and properly supported to achieve their personal targets and objectives.
• Manage staff performance issues/concerns at Store level through performance improvement plans and/or reviews, only escalating to Area Manager or H.R. (Head Office) when matter requires formal disciplinary action.
• Manage the resources, skills and experience of your staff to ensure objectives and targets are achieved and ensuring adequate staffing levels at all time requesting recruitment vacancies when required.
• Draw up, monitor and maintain Rota’s to ensure the necessary staffing levels to maximise customer flow patterns and where necessary reduce or increase staffing levels.
• Ensure all your staff are effectively trained and knowledgeable of all WineFlair’s Policies and Procedures in relation to day to day practices.
• Ensure all your staff are effectively trained and knowledgeable in all Challenge 21 & Licensing Legislation, understanding the implications for themselves and the Company by ensuring that quarterly Refresher Training is completed and knowledge tested to ensure full understanding.
• Ensure that the Store is open for business throughout the agreed operational/opening hours by scheduling staff on shifts/rota to suit the needs of the business.
• Draft and schedule Rota’s in line with Company Policies and taking into account the needs of the Store, ensuring all holidays, sickness and training are recorded correctly.
• Make all necessary changes to staffing levels/cover to deal with staff absence and/or sickness.
• Implement best practice and fairness during recruitment and selection processes.
• Ensure all staff receive any necessary new training or refresher training required to do their job and scheduled this training throughout the year.
• Ensure as part of Induction Training all staff are fully familiar with all routine operational tasks they will be expected to perform (e.g. till operation, cash handling procedures, replenishment of stock, line counts, re-labelling etc.)
• Encourage teamwork to support the achievement of business objectives. Discuss Store performance and sales achievements regularly with staff and encourage them to contribute ideas and suggestions for improvements.
• Set up effective communication means/channels so that you can communicate all Company information to all staff employed at your Store, encouraging good communications between staff and management.
• Ensure your knowledge of WineFlair’s Policies concerning Harassment, Equal Opportunities, Sickness, Absence, Holiday Entitlement, Performance Management, Disciplinary and Grievance Procedures are up-to-date and request any additional training you believe you may require for H.R. Dept.
• Lead by example, setting and adhere to standards of conduct and performance expected of your position and ensure that all staff do the same.

Merchandising & Deliveries

• Ensure the Floor Plan of your Store is always in line with current promotions and promotional stock is place in prime locations (floor/window/shelves etc.)
• Ensure stock from previous promotions is not in prime locations and any excess stock stored in back store area.
• Ensure all POS (Posters, A4, Barkers etc.) are printed off and displayed in Store windows, fridges, floor displays etc.
• Ensure ‘Batch Maintenance’ is scheduled to be completed daily and that all Labelling is checked weekly to ensure current and updated and pricing is correct.
• Ensure the Company process and procedures for checking all deliveries is implemented by your Store staff, monitor adherence to procedures through ‘receipting errors’ at Stock Take Report and implement any retraining required and/or escalate concerns/issues to Area Manager.
• Implement procedures in your Store to ensure all Deliveries are taken in, checked and stocked out as efficiently and effectively as possible and any excess stock is moved off shop floor and into back store area.

Administration and Accounting

• Adhere to, monitor and enforce all Company’s Cash Handling / Banking Policies and Procedures at all times.
• Ensure all relevant paperwork, reports are completed accurately and promptly submitted to Head Office as specified.
• Monitor all Till/Cash Handling processes by your staff to ensure they are adhering to guidelines and procedures and deal with any issues/concerns immediately at Store level or escalate to Cash & Security Manager if further action required.
• Ensure all Cash and/or Stock shortages are investigated, identify reasons for errors/shortages and implement necessary plan of action to eliminate/reduce these errors/mistakes (refresher training etc.)
• Ensure all staff are made accountable for all shortages and reimburse (till, stock, cash, forgeries etc.). Put a reimbursement plan in place at Store level to enable staff to pay back and escalate any issues/concerns to Cash & Security Manager if further action required.
• Ensure all staff adhere to the Company’s Stock Take Preparation, Stock Holding, Ordering, Receipting and Movement Policies and Procedures at all times.
• Ensure all Stock Orders are completed and processed in line with Company policy and instructions and maintain product stocks to levels which reflect demands of your Store.
• Ensure all Goods Received processes are completed in line with Company policy and instructions and all documentation/paperwork administered accordingly.
• Ensure a process for reporting damages/shortage/credits is implemented and adhered to within your Store. Escalate any issues and concerns to your Area Manager immediately so appropriate action can be taken.
• Ensure the Company Line Counts processes are implemented within your Store as per the policy and instructions. Ensure checks and monitoring of Line Counts are conducted regularly and that any stock issues/concerns are escalated to your Area Manager.
• Draft and implement a Plan of Action in conjunction with the Stock Control Manager and your Area Manager to combat stock losses within your Store.

Sales and Marketing

• In conjunction with your Management Team and Area Manager, draft a Plan of Action to develop and increase sales across your Store wherever possible, by means of promoting customer loyalty and encouragement of new business.
• Ensure your Store is merchandised to maximise potential sales, is laid out as per floor plans and is clean, bright and appealing for your customers. Ensuring work plans, duties and tasks are scheduled, completed and checked to achieve your goals.
• Ensure all in store promotions are communicated to staff and that staff are conveying this information to your Customers. Use results of Mystery Shoppers Reports to monitor staff knowledge and customer service and deal with any issues/concerns at Store level and in conjunction with your management team and Area Manager.
• Ensure that no advertising posters/promotional material other than those authorised by WineFlair Head Office are displayed in your Store and that all material is clean, properly displayed and up to date.
• Ensure a Cleaning Rota is drafted for all areas of your Store, monitor and check duties are being completed. Use results from Shop Visit Reports to assess if standards are being met
• Ensure that stock rotation is being carried out on a weekly basis to minimise out of date, damaged and stock losses.
• Ensure Company Short-dated Stock policy and procedures are put in place across your Store and all short-dated stock is identified. Discuss options with your management team and put a plan in place to address/deal with this matter. Escalated any issues/concerns to your Area Manager and ensure relevant stock is transferred or prices reduced in order to minimise stock losses.
• To monitor the product ranking of stock in your store and discuss elimination of goods with weak sales performance with Area Manager and Marketing Manager.
• Be aware of new products and seasonal stock and introduce as appropriate through consultation with your Area Manager and Marketing Manager.
• Bo aware of any trends or developments in the marketplace and forward any suggestions concerning new or current stock to your Area Manager and Marketing Manager.
• Be aware of any events, activities or competitor developments in your area that may affect your Store (positive and/or negative) and discuss their impact with your Area Manager.
• Maintain an awareness of local competitor activity, pricing and promotions, informing your Area Manager and Marketing Manager of these changes/developments.

Availability

• Attend all meetings and management development/training programmes as required by Head Office.
• Perform Key-Holding duties as and when required by Head Office and/or Alarm Company (part of your role – no call out fee)
• To work alternative Friday and/or Saturday Evening Shifts in conjunction with other store management members.
• Be flexible in your approach and availability to cover absenteeism and when required work extra hours to ensure adequate management staffing levels in the Store at all times.
• Be flexible as regards to location of work and willing to assist in other WineFlair Stores as and when required.

Health and Safety & Legislation

• Ensure the premises, fixtures, fittings and stock is safety and securely maintained in line with Health & Safety Regulations.
• Ensure adherence to all WineFlair’s Health and Safety at Work policies and procedures are implemented and practiced by all staff and monitor this on a quarterly basis by scheduling and conducting Store Risk Assessments.
• Ensure all staff know of and use all the safety equipment and measures provided by WineFlair for personal and store safety.
• Record and report all Incidents and Accidents on the relevant documentation/paperwork and forward relevant paperwork to Health & Safety Manager and Area Manager and if required implement an plan of action to resolve/eliminate risk.
• Ensure all staff observe the highest standard of personal hygiene whilst on duty, comply with all Company and Health and Safety requirements and taken the appropriate action if required with staff to ensure standards are achieved and maintained.
• To schedule and conduct all Quarterly and Annual Risk Assessments / Inspections of the premises monitoring the physical condition of the premises and activities carried out at the store. (This includes controlling exposure to hazardous substances as defined by COSHH regulations). Any hazardous conditions or action required must be reported to the Health & Safety Manager.
• Adhere to and ensure compliance with all Food Hygiene Legislation and Regulations.
• Understand, implement and ensure compliance by all staff to new and existing Licensing Legislation & Company Challenge 21 Policy.
• Ensure all staff adhere to the correct Manual Handling procedures are adhered to at all times, including when taking in deliveries, replenishing stock, stock taking etc.
• Ensure the First Aid Box on site is maintained and replenished and that all staff have knowledge of its location.
• Familiarise yourself and ensure all staff working in your Store are aware of the location and use of all fire extinguishers and emergency/fire evacuation procedures.
• Ensure compliance with all Food Hygiene laws and regulations through implementing HACCP guidelines on identifying, controlling and monitoring possible hazards.

Security

• Ensure WineFlair’s property and equipment are safeguarded at all times, monitoring any suspicious circumstances or potential security risk and if required escalate these to Security Manager.
• Report and/or escalate any concerns or potential security risks out of hours for advice to On-Call Manager immediately and follow up with e-mail to Security Manager.
• Complete an Accident and/or Incident Form detailing any damage to property or persons, or loss of goods or stock and e-mail Security Manager.
• Familiarise yourself and ensure your management team with the use of the CCTV Surveillance Equipment, Store Security Alarm System and Safes.
• Maintain professional confidentiality at all times and do not disclose any Company information or material, confidential or otherwise to any unauthorised person internally or externally without prior permission from the H. R. Manager or your Area Manager.

Any other duties relating to the position, as may be deemed necessary by the management.