HCM - Operation Manager (Lush)

Shop Development Visits and Calls
- Conducting a two-day development visit so that each manager receives one per year.
- Measuring the Customer Experience and Communication skills demonstrated by the manager and team.
- Using the development visit guidelines to support the delivery of tailor-made learning, coaching and feedback to managers based on key areas of potential.
- Completing relevant paperwork and following up on actions set in a timely manner.
Probation Reviews
- Conducting a one-day review at the end of a new manager's probation period to evaluate the Customer Experience and Communication skills expected on the back of New Manager Training.
- Completing review form paperwork and following up on actions set at a review in a timely manner.
Training Shops and New Manager Training
- Communicating and coordinating new manager training plans with training shop managers.
- Maintaining the 'New Manager Training' guidelines to ensure the training is always up-to-date, relevant and effective.
- Reviewing and developing training shop managers.
- Monitoring the performance of the training shops.
Candy Shop Feedback / Duo visits
- Communicating Mystery Shopper Reports to shop Management teams.
- Visiting 1 star shops to offer support within two weeks of receiving the Mystery Shopper Report.
- Observing Customer experience and offering feedback and coaching.
- Review opportunities and set goals and targets with manager.
New Shop Openings / Relocations
- Customer experience, team and personal development support to manager before, during and after the opening / relocation of their shop.
Trainee Manager Development
- Supporting managers to develop their trainees with Online tools and a trainee checklist pack.
Performance Management
- Implementing and supporting managers through performance improvement plans when related to FOP's.
Online Learning
- Identify learning needs through contact with Managers and opportunities highlighted in Mystery Shopper Report.
- Work as a collaborative with the Online Learning team on new ideas and projects to create effective and inspirational learning for managers.
Shop Cover/Holiday Log
- Keep up to date record of manager's holiday.
- Support managers with shop cover.
Other Work
- Collaboration and communication with Retail Operations and People Support.
- To attend meetings as and when required.
- Any other tasks as required, depending on the needs of the team and business.