Job Description

As a Bailey Nelson Floor Leader, you are an integral part of the leadership team who assists in maximizing store sales through delivering an amazing guest experience with exceptional product knowledge.

Duties & Responsibilities:

Floor Leadership:


Supports the development of the team by inspiring, motivating and modelling exceptional performance through our BN values. Supports store leadership in hiring, induction, and succession planning. Supports leadership team in creating a goal-oriented environment, addressing roadblocks for the team.




Customer Journey /Experience:


Provide excellent retail customer service with a focus on in-store experience and issue resolution, prioritizing customer experience over tasks. Assist customers in finding suitable frames and address their vision needs. Develop and apply optical skills, continuously enhancing knowledge. Work closely with optometrists to understand and fulfil optical requirements. Educate customers on product quality, features, and benefits supporting their vision needs. Ensure positive and memorable customer experiences throughout the journey. Coaches and provides feedback to team members for continuous improvement.




Store Operations:


Open and close the store, maintaining organization, merchandising, and cleanliness, taking accountability for presentation. Drives community events and grassroots marketing. Proficient in various store systems and trains team members on usage. Assist in reconciling third-party payments and execute actions from newsletters. Collaborate as a team player with the retail team and optometrist. Drive performance by understanding and working towards in-store targets and KPIs.




Clinical and Professional Standards:


Check in and pre-test patients when required. Promote the importance of annual eye exams and make recommendations based on prescriptions. Support remote testing operations for customers & online doctor. Actively improves personal optical knowledge. Strong understanding of the contact lens customer journey and pre-tests patients.




Training & People Development:


Participate in team training and development events for personal and professional growth. Ensure optical skills & knowledge development by completing the Beginner, Intermediate and Advanced optical skills programs. Partners with new stylists as a buddy during onboarding.




Product:


Stays updated on new product launches and provides feedback to the management team. Possess solid product knowledge, including frames, accessories, contact lenses, and lens types. Support store inventory counts and maintain organized backstock. Follow planograms for proper store merchandising and stay updated on new product launches.

Skills, Attributes and Experience Required:

You have at least 2 years experience in retail or customer service role with increasing responsibility. You have strong organisation and time management skills in a retail environment. You have good computer literacy. You embrace individuality by being honest and helping people find their look. You are always brimming with enthusiasm and positive energy. You have good analytical and problem solving skills. You are a quick learner and have a basic understanding of optics. You are a strong team player and have a "unite the business" approach to all given tasks. You use your own initiative with projects and ideas for marketing, efficiency and process improvements. You have excellent communication skills. You are flexible and adaptable with your customer's needs. You embrace individuality by being honest and helping people find their look. You always respect different ideas, opinions and personalities.




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