A well known retailer who’s Head Office is based in Chiswick is looking to recruit a Business Support Manager to oversee a team of 16 team members covering Administration, Sales Support, Communications and Customer Service. You will be responsible for the delivery of a high quality partner/customer interaction and service. To provide efficient support services to the organisation (Stores, Franchise Stores, Wholesale partners).
The company is currently based in Salfords,Surreyand will be relocating in April. Successful candidates will be expected to travel until the relocation, all travel expenses will be paid until they have relocated.
Your responsibilities will include:
Effective management of Direct reports
- Leads, manages and coaches all direct reports with appropriate targets and objectives, ensuring measurement and appropriate feedback.
- Determine appropriate training and development needs within the business support teams to further enhance the service provided.
Partner facing activities
- Ensures that the level of service being delivered to Stores, Franchise Stores % Wholesale partners exceeds expectations via the creation, monitoring and improvement of effective processes and procedures (i.e. in relation to order taking, stock deliveries and replenishments, information/effective communication, phone and e-mail helpdesks etc).
Customer facing activities
- Ensures that the level of service being delivered to our Customers from customer initiates contact exceeds expectations via the creation, monitoring and improvement of effective process and procedures
Business Administration
- Ensures the timely provision of data and reports for the relevant personnel/departments.
- Works with other stakeholders to facilitate the continual improvement of business and store processes through the ongoing challenge of central initiatives, locally developed processes and stores systems.
- Operational interface between Commercial and Finance functionsCo-Ordinate special projects as necessary.
- Conduct regular quality control checks to ensure required standards are maintained addressing any need for training or performance management identified as a result.
- Conduct interim and annual performance appraisals for the Business Support Administration team, setting objectives and defining personal development plans.
- Apply all Human Resource policies and procedures.
- Recruit staff as necessary in conjunction with the Business Support Manager.
Experience required:
- Management experience ideally within an retail Head Office environment
- Service culture essential with B2B and B2C experience
- Able to demonstrate delivery of “change” and specific achievements
- Applies performance management tools consistently and fairly
- Considerable interaction with European colleagues and the rest of the Uk/ Irish business
- MUST have experience of managing the full administration/support function at Head Office level
