At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer’s lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experiences to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
KNOW THE ROLE
Customer experience is at the heart of everything we do. Wherever you work, you will take enormous pride in providing an excellent customer experience. The Team Lead is a leader and mentor supporting team members in delivering the highest level of customer service across our Homeware Department.
RESPONSIBILITIES & DUTIES
People
* Working as part of a team, delivering extraordinary service to both external and internal customers.
* Participate and support with delivering team briefs.
* Support Department Manager in the completion of daily floor planners to provide for the smooth running of each area.
* Ensure all team members are dressed appropriately for business each day, complying with the company dress/grooming guidelines.
* Ensure team members are adequately upskilled and inducted into their relevant areas, i.e., completion of e-learning programmes, training, etc.
* Delegate tasks and assign responsibilities ensuring follow up.
* Ensure communication is open and clear within the team.
* Contribute to team targets and goals.
* Provide a forum for team members to discuss issues and problems relating to the department and brainstorm solutions.
* Recognise and coach good performers with positive reinforcement for continued performance and coach poor performers outlining the expected levels of performance and behaviour.
* Be aware and observe all Company policies and procedures.
* Actively live and embed the Brown Thomas Group Values with each team on a regular basis.
Product
* Be passionate and enthusiastic about products and services available.
* Acquire and update product knowledge through supplier training, product labels, magazines, etc.
* Be aware of product lines in other departments and introduce related products to the customer.
* Be knowledgeable of additional services on offer throughout the store including events and promotions.
Customer Experiences
* Ensure the team is meeting and exceeding our customer’s needs through product knowledge and excellent customer service.
* Support the management team with the coordination and implementation of all customer-related events and in-store promotions.
* Support and coach team members with customer queries/returns where necessary.
* Create awareness of additional services and ensure that they are offered to customers e.g., Personal Shopping and Brown Thomas Loyalty Card, etc.
* Ensure that all team members have a full working knowledge of customer loyalty and build on it through attentive service and showcasing our loyalty program.
Destinations
* Take pride in ensuring team members maintain standards on a daily basis.
* Ensure stockrooms are laid out in an orderly, disciplined, and commercial fashion and kept neat and tidy at all times.
* Ensure all merchandise is checked, priced, and stocked properly.
* Be aware of all store promotional activities, including window displays, advertising, etc.
* Ensure all promotional material/ticketing is ordered and in place on time and in keeping with company standards.
* Ensure regular feedback is given to senior management on customer reactions to merchandise.
* Follow health and safety procedures and security procedures.
* Learn, understand, and comply with all company policies and procedures.
General
* Assist with any other duties required by Store Management.
* Maintain a good working relationship with colleagues in-store, Head Office, Brown Thomas Dublin, BT2 Regional Stores, and Arnotts.
* Represent the Company’s interests with all internal & external interactions.
* Observe confidentiality in respect of Company activities.
* Be aware of and adhere to all store audit requirements.
KNOW WHAT WE’RE LOOKING FOR
* Effective communication.
* Strong sense of teamwork.
* Self-motivation.
* Passion for our brands and our products.
Brown Thomas Arnotts is an equal opportunity employer committed to fostering a diverse and inclusive workplace where culture and creativity come together. Our future success depends on the perspectives and contributions of all team members – their diverse backgrounds, abilities, and experiences make our business stronger. We don’t discriminate on the basis of gender, marital status, family status, age, disability, sexual orientation, race, religion, and/or membership of the Travelling community.
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