Halfords
Location
Gloucestershire | United Kingdom
Job description
Personally accountable for delivering the regional customer experience. Our RSM’s are inspiring leaders to our colleagues and take pride in their recruitment, training, and development & ongoing engagement of our teams. They will actively demonstrate & support the delivery of the Company Values. The RSM is accountable for supporting the day to day running of Halfords Autocentres and for maximising profit, minimising loss & ensuring our centres remain safe & compliant. RSM’S must ensure that all colleagues have absolute clarity on their sales targets & strive to deliver them on a daily basis. They always ensure that our promotions and commercial changes have been implemented accurately throughout the region and in line with the company standards and expectations.
Key Accountabilities:
• Owns the delivery of customer experience matrix and supports RM on complaints, queries, resolutions and overall customer satisfaction
• Supports the overall engagement of the regional team and is passionate about bringing the Autocentre Values to life supporting the retention and stability of our colleagues.
• To drive sales, margin, profitability and the delivery of regional EBITDA
• Support the delivery of and have a clear understanding of the regional P&L
• Ensures Operational compliance that the centre teams work to standard, on all processes and quality of workmanship
• Owner of the delivery of H&S processes, Including public & colleague safety, ensuring that all Centres are a safe environment following all QC processes and that any accidents/incidents are reported in a timely and appropriate manner through the centre management teams.
• To ensure that regular checking of equipment with the Centre management is maintained to a high standard and calibrated as required to maintain ‘MOT Testing Station’ certification and the delivery of MOT legislation
• Ensure that PACE is used effectively and consistently across the centres to maximize the availability of our services • Supports the recruitment, training & development of colleagues
• Supporting centres with GDPR Compliance through process and policy implementation • Ensures all centre management and colleagues are aware of and are accountable for their roles and responsibilities
• Supports an effective deployment plan in terms of rota’s and holiday planning for all colleagues within the centres
• Helps maintain an accurate stock-file/returns through delivery of inventory management processes within region
Key Skills & Experience
An exemplar of a great customer experience
• Evidence of delivery on great customer metrics
• A minimum level of technical ability to maintain a level of flexibility for our customers
• Experience of developing colleagues through delivering of technical training • Evidence of managing capability, performance and experience in Employee Relations
• Experience in a management roles with great interpersonal skills both verbally and in writing
• A track record of success in delivering against sales targets
• Good understanding of-Margin, Ebit Da, Labour and Cost to sales
• Evidence of commercial acumen and an appreciation of current operating environment
• Track record of meeting compliance standards across health and safety and a Centre environment
• Excellent communication skills, verbally and in writing
• IT proficient, with experience of working with Microsoft Word, Excel and PowerPoint, including in-house systems
• Experience of labour force scheduling, and associated time management skills
• Experience of delivering coaching/training in the moment
• Must hold a full current valid driving licence
Job tags
Salary
