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Divisional Head Of Growth

1 month ago

Singapore Aureus Group Pte Ltd Full time

Key Responsibilities 

  1. Performance Enhancement and Feedback- Regularly evaluating the team's performance in providing excellent service, effective customer communication, sales proficiency, positive customer experiences, professional conduct, and packaging through a 360-degree feedback loop involving various stakeholders.
  2. Onboarding Training- Delivering a thorough and comprehensive onboarding program for new team members, focusing on excellent customer service, best sales practices, centre etiquette, and Aureus-assigned values. Incorporate roleplays for adaptability, ensure timely completion of specialized training, and foster a deep understanding of the company's mission, vision, and values for cultural alignment.
  3. Training and Mentorship- Delivering retraining and mentorship programmes for underperforming team members, addressing individual needs as assigned by Aureus. Ensure effective on-the-job mentoring to help them reach LTH and customer satisfaction targets.
  4. Utilization Optimization- Optimizing front desk efficiency during free periods for increased productivity, utilizing non-peak hours to enhance product knowledge and communication skills.
  5. Enhance Centre Experience- Administering and overseeing logistical and facilities maintenance operations to ensure a seamless and well-maintained working environment, comparable to a 5-star hotel experience. This encompasses upkeep, cleanliness, and overall experiential quality.
  6. Sales and Growth- Ensuring team success through daily outbound sales calls, meeting monthly assigned targets. Adhere to follow-up processes for open leads, handle incoming calls and emails promptly and professionally, and actively contribute to sales activities and events for effective lead generation and conversions.
  7. Roster and Schedule- Efficiently handling staffing adjustments by reallocating shifts or filling in on off-days to maintain business continuity in response to staff absences, including managing staff leave approvals.
  8. Workplace Culture and Etiquette- Promoting a positive work environment aligned with company values. Develop strategies to boost morale, address challenges, and organize staff welfare events with the goal of reaching a target employee satisfaction index score.
  9. Customer Relationship Management- Recognizing the GM role extends beyond immediate interactions, to focus on enhancing the lifetime value of customers through effective CRM strategies. Ensure customer retention through adept problem-solving and maintaining high service standards among team members, with the goal of reaching a target customer satisfaction index score.
  10. Communication and Transparency- Ensuring consistent and aligned communications with the company's core values across all channels. Conduct regular huddles and town halls for transparent communication across team layers, including regular reporting of feedback completion rates.
  11. Aureus Curriculum System- Guaranteeing the full adoption and attainment of set goals for the Enigma system by ensuring compliance with all directives.
  12. Documentation and Reporting- Tracking and reporting team evaluations, development, and improvement plans.
  13. Ad- Hoc- Performing and fulfilling additional duties as assigned by the Management. 

 

Key Criteria/Requirements 

  • The applicant should have a minimum of 5 years of experience in both management and the retail industry. 
  • The applicant should demonstrate a proven ability to cultivate and maintain a positive divisional culture within their previous work experience. 
  • The successful applicant must be flexible and available to work on weekends. 
  • The applicant should possess a track record of successful sales leadership, demonstrating the ability to drive and achieve sales targets. 
  • We are looking for individuals with a strategic mindset and the ability to think critically in various sales situations. 
  • Strong verbal and written communication skills are essential for effective collaboration and leadership. 
  • The applicant should exhibit a customer-centric approach in their work, prioritizing customer satisfaction and engagement. 
  • The applicant must have a strong commitment to compliance and ethical business practices, ensuring adherence to industry regulations and company standards. 

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