Retail Manager: Service

As the biggest home improvement retailer, and a trade partner of choice, life at Mitre 10 is fast paced and offers huge scope. As the largest group of Mitre 10 stores in Auckland, Riviera Hardware Holdings aspire to offer the very best service to our customers. As a privately owned business partnering with some of New Zealand’s best-known brands, we are uniquely placed to retain the special, local family feel of a small business, with the support of national networks, infrastructure, systems, and training.

We are a team of connected and talented people with a passion for providing an exceptional customer experience and our quality of products and service offerings are second to none.

**About the role**:
As a senior manager you would be the driving force behind leading profitability, growth and efficiency by embedding a strong culture of high performance owning the direct relationship with customers, managing complaints and overseeing resolutions.

**What’s in it for you?**

We offer a generous staff purchase scheme and the opportunity to be an integral part of a proudly Kiwi-owned and operated independent retail business. We are proud to offer an industry leading learning and development framework, opportunities to grow your career, and all the tools required to perform the role.

Our mission at Riviera Hardware Holdings is to be the _Destination of Choice for our Customers, the Partner of Choice for our Partnerships and Employer of Choice for our Team._ We have an obsession for raising the bar on what people think a retail experience should be. More Innovative. More Sustainable. More Digital. More Fun.

As part of your valuable contribution, you will be rewarded with:

- Competitive remuneration and a generous discount staff purchase scheme.
- Future growth opportunities within a large and continuing evolving company
- Early access to long service leave after 2 years tenure,
- Empowerment to create success for you & your team.

In return, you will be rewarded with this unique opportunity to further your career while contributing to the objectives of this leading New Zealand organisation. We offer a workplace environment that is positive and supportive, along with the opportunity to shape this role with your own initiative and ideas.

**About you**:
Your experience would most probably be 5 years+ at a senior level, within a big box / large format retail environment (ideally within home improvement). You would have extensive previous experience leading large teams and have a sound understanding of merchandising retail design.

**Summary of Tasks, Duties and Responsibilities**:
Customer Experience**:

- Ensure that every customer has their needs met through, optimizing the team across all areas of the store, and ensuring that they are always managed to deliver their service requirements.
- Plan and execute events to coincide with key dates in the calendar including but not limited to Easter, Christmas, Mother’s Day, St Patrick’s Day aligning with both Mitre 10 national and store local initiatives.
- Manage all complaints to ensure they are resolved quickly and efficiently and that any actions required to eliminate future complaints are implemented.

Team Performance**:

- Effectively manage data and resources to ensure the store maximizes sales opportunities maintaining world class merchandise presentation.
- Lead, engage and motivate direct reports providing effective coaching and guidance.
- Analyze data weekly and feedback to your team any service success and service opportunities.
- Assist in the induction and ongoing training of all team members in their duties and responsibilities, to ensure the training needs of team members relating to customer service, selling techniques, product knowledge and store services are being met.
- Promote a team culture which encourages a positive working environment through adopting the appropriate managerial style of leadership, organization, and direction.

Health, Safety and Wellness**:

- Oversee and monitor safety issues, hazards and risks, and implement solutions that are consistent with safety policy and standards
- Lead a culture of continuous improvement of health, safety and wellbeing performance
- Update health and safety documentation to reflect H&S best practices on internal notice board.
- Lead related legislative requirements and best practices across the store.
- In conjunction with the Store Manager, lead annual dangerous goods audits.
- Ensure contractors and others working at the workplace are compliant with health and safety obligations and are communicating and collaborating where necessary

**Please note**:
**What’s next?