Human Capacity Development Consultants (HCDC)Limited is a vibrant and innovative company committed to the goal of developing human capital
in organisations for exceptional business results
We build organisations to achieve optimum performance by developing their human capacity to peak productivity levels
We are committed to excellence, service & integrity.
Head, Customer Service
JOB DESCRIPTION
Objective:
Ensure the needs of the customers are not only met but exceeded with the aim of providing excellent customer service, through the management, coaching and development of the teams, ensuring the building on existing values and delivering the customer commitments. Provide leadership, direction and real time management to the customer contact operation in order to deliver service excellence, contractual service level agreements and operational metrics.
Responsibilities:
Develop an approach to customer service that reflects the values and exceptional standards of the company
Lead and manage a team of customer service staff through the coaching and development of the manager and team leaders, ensuring that clear KPI`s are developed managed and delivered
Analysing call statistics or other data to determine the level of customer service the company is providing to ensure excellent customer service in line with company values and customer commitments
Reviewing business processes to ensure productivity is the best it can be
Reviewing and developing customer service procedures, policies and standards for the organisation and ensuring smooth and timely implementation.
Writing reports analysing customer service trends and monitoring performance
Managing customer complaints in line with the company complaints procedure and developing an inspiring feedback process
Building and developing relationships with customers and understanding their business needs
Playing a key role within the senior management team with the ability to discuss improvements for the area and best methods of implementation
Being involved in staff recruitment when necessary
Performing 1:1`s with key members of your team
Training staff to deliver a high standard of customer service
Learning about the organisation's products and services and keeping up to date with changes in the market
Managing key supplier relationships and ensuring value for money
Managing departmental budget
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
General Qualifications:
Bachelor’s degree in business or a related field or 2-4 years of experience in retail business
Driven and motivated
Excellent leadership skills and the ability to motivate a junior team
Self-motivated, with the ability to work both individually and as part of a team
Passion for delivering top quality service
Excellent customer service
Effective time management
A warm yet confident telephone manner
Target driven with the passion to drive a team to achieve great results
Business development skills
Flexibility and confidence to step out of the usual comfort zone
A real team player
Logistics Manager
JOB DESCRIPTION
Objective:
Responsible for the overall supply chain management. Organize and monitor the storage and distribution of goods. The goal is to manage the entire order cycle so as to enhance business development and ensure sustainability and customer satisfaction.
Responsibilities
Strategically plan and manage logistics, warehouse, transportation and customer services
Direct, optimize and coordinate full order cycle
Liaise and negotiate with suppliers, manufacturers, retailers and consumers
Keep track of quality, quantity, stock levels, delivery times, transport costs and efficiency
Arrange warehouse, catalog goods, plan routes and process shipments
Resolve any arising problems or complaints
Supervise, coach and train warehouse workforce
Meet cost, productivity, accuracy and timeliness targets
Maintain metrics and analyze data to assess performance and implement improvements
Comply with laws, regulations and ISO requirements
General Qualifications
Bachelor’s degree in Business Administration, Logistics or Supply Chain
3 years experience
Proven working experience as a logistics manager
Record of successful distribution and logistics management
Demonstrable ability to lead and manage staff
Proficient in standard logistics software
Excellent analytical, problem solving and organisational skills
Ability to work independently and handle multiple projects
Country Manager (COO)
JOB DESCRIPTION
Objective:
The COO will work closely with the Managing Director and is responsible for providing leadership for the company’s operations as well as achieving operating and financial objectives, overseeing the quality of services, overseeing and executing all projects including; improving ongoing financial growth and responding to industry needs. The COO will focus on bringing continuous improvement and best practice into the company.
Responsibilities
Leadership:
Develop for corporate approval: Strategy business objectives, budgets, policies and plans which will achieve company growth and profitability goals.
Communicate business objectives and plans within the company.
Ensure that plans and policies are consistently understood, correctly interpreted and administered by subordinate managers
Set the tone for the company's relationships with its employees, vendors, customers through policy statements, management actions and written/verbal communication
Instill at all levels of operations (from the janitor to department heads) the philosophy of continuous improvement. Facilitate a process so that all employees understand what this philosophy is, how they can participate, and that it is an ongoing part of their job. The following key metrics should be targeted for implementation and continuous improvement:
Bookings, profit margins, operating expenses, cash flow, On Time Delivery, lead times, quality,
Attract, hire, train, develop and direct a staff of professional managers to oversee each of their specific areas of responsibility to achieve company goals and objectives.
Management
Direct and oversee all operations to achieve planned performance goals
Ensure that each department is properly organized, staffed, and directed to fulfill its responsibilities
Assure the development of planning and control systems and other management systems that may be required to ensure effective control of the company
Supervise immediate subordinates and prescribe broad areas of responsibilities for each subordinate and authority levels regarding policies, contractual commitments, expenditures, and personal actions
Generate all applicable reporting to corporate and assuring compliance with internal policies and procedures
Planning:
Develop the company’s strategic plan, the annual tactical business plans, the annual budgets and present them to the Managing Director
Analyze and interpret market information in order to develop marketing and sales responses to gain market share and improve profitability
Be “The Company Worrier” constantly analyzing any weaknesses we have in our company currently/ or could have in the future and develop solutions for each problem and potential problem
Develop procedures to monitor and achieve the annual tactical plans
Contribute to the development of the company’s vision and mission
RESOURCE DEVELOPMENT:
Responsible for the development of the organization and personnel, products/services/technology, and appropriate financial resources to secure the position of the company and to facilitate its planned growth
Ensure the attainment of objectives through the selection, development, motivation, evaluation, and promotion of human resources
COMMUNICATIONS:
Present and support varied points of view relative to corporate strategy and decision making to the company
Support the company’s values, principles, vision, mission
Serve as a voice of customer and between functional heads
OPERATIONS:
Implement and utilize best in class processes throughout the operations to achieve profit objectives
Prepare and review vendor contracts for final review by the Managing Director
Develop key performance metrics to manage the business
Manage the day to day operations including sales, customer service, accounting, technology, HR, legal, and marketing
Develop new and grow existing relationships with key customers and support sales to ensure customer satisfaction
Maintain compliance with all legal requirements and oversee that company is meeting them
When needed, oversee the expansion of the facility to meet short and long term growth projections
Review actual performance to plan and take appropriate actions to meet plan
FINANCIAL:
Recommend revenue and profit goals for each planning period
Develop and administer overall operating budgets and direct capital expenditures necessary to keep the company competitive
Ensure that a full financial reporting package is completed accurately in a timely manner
Identify new and enhance existing processes designed to promote growth, customer service, cost reduction and expense control
Understand the monthly financial statements and comprehensively explain variances and results in the monthly operations review meeting
Report Company’s performance versus profit plan goals and recommend corrective actions for underachievement
Educational Background:
Bachelor’s degree in Business Administration or related field or relevant experience.
At least 3 Years of senior operations experience in e-commerce
At least 10 years of proven success in a senior management role in achieving substantial improvements in business operations resulting in significant and steady increases in profitability over the course of several reporting periods
Experience in an e- commerce business with headcount in excess of 60 people
A minimum of 15 years of general management experience as well as strong financial implications experience within preferably, e-commerce businesses and proven vertical growth with prior P & L responsibilities. Must have demonstrated success at managing all functions including finance, HR, sales & marketing, customer service, quality, and information Technology
Demonstrated experience with accountability for managing profitable growth required, along with a thorough understanding of today’s business principles. Must be very comfortable with accounting and financial concepts
Knowledge in supply chain functions including purchasing,, order fulfillment, and shipping
Strong knowledge of and experience with planning and budgeting
Personal Characteristics
Change management: Able to maintain and build on current company culture
Teamwork: Actively seeks and uses input from others; respects others' time and talents; puts team goals above personal goals; speaks positively and supportively about team members, customers and company
Customer Service Orientation: Lead the company in building long-term relationships with its customers with concurrent responsibility for maximizing profit, ensuring the company is meeting Service Level Agreements, keeping communications active, and exceeding expectations
Continuous Improvement: Continually sets challenging goals; actively seeks feedback for self- improvement; learns from experience and shows high levels of motivation
Ownership: Focuses on priorities and results; always takes accountability; looks for solutions; decisions reflect a personal stake in the business; passionate about work
Sales Driven: Seeks opportunities to build the business while working on projects and maintenance tasks. Looks for new leads both inside and outside the current customer base
Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Is able to make quick and focused decisions
Empowers The Team: Makes good hiring decisions, delegates effectively to team members, develops team skills through coaching, training, communication, and mentoring, allows team freedom to make skill decisions while holding them accountable for the results.
Interpersonal Skills: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Will be comfortable in developing close relationships in a small marketplace.
Discernment: Must possess a high level of emotional intelligence, good at reading situations, good at modulating interactive approach to different audiences, and adapting to a broad range of personalities and communication styles.
Leadership: Strong leader with high energy, but wise to reading and leading teams. Strong verbal and written communications skills required. Able to clearly present goals, direction and support to Principles, Direct Reports and Employees.
Retail Store Manager
Job Description
Job Objective:
Responsible for managing department inventory, in-stock position, pricing integrity, merchandising, labour, and other operational processes to company standards.
Must follow the Company sales and production planning standards and will ensure that the department achieves the standards of performance as outlined in the work plan.
Ensure all new department associates receive proper training and supervision and will ensure correct ordering, receiving, unloading, storage, and rotation of merchandise and building of displays.
Store Manager Job Description:
Assign employees to specific duties.
Examine merchandise to ensure that it is correctly priced and displayed and it functions as advertised.
Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
Instruct staff on how to handle difficult and complicated sales.
Supervise activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
Enforce safety, health, and security rules.
Monitor sales activities to ensure customers receive satisfactory service and quality goods.
Plan and prepare work schedules and keep records of employees' work and time schedules.
Establish and implement policies, goals, objectives, and procedures for the department.
Inventory stock and reorder when inventory drops to a specified level.
Hire, train, and evaluate personnel in sales or marketing establishments, promoting and recommend for disengagement of staff when appropriate.
Review inventory and sales records to prepare reports for management and budget departments.
Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
Plan budgets and authorize payments and merchandise returns.
Examine products purchased for resale or received for storage to assess the condition of each product or item.
Estimate consumer demand and determine the types and amounts of goods to be sold.
Keep records of purchases, sales, and requisitions.
Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy.
Formulate pricing policies for merchandise, according to profitability requirements.
Establish credit policies and operating procedures.
Completes store operational requirements by scheduling and assigning employees; following up on work results.
Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Qualification, Minimum Experience and Role Requirement:
A minimum of Bachelor degree in any relevant discipline
Minimum of 3 - 4 years’ relevant experience especially in the retail industry
Membership of a reputable and relevant institution.
Retail Store Attendant
Job Description
Job Objective:
Ensures the business success by fulfilling store sales and operational goals, responsible for providing customers with all the requested information and advise them concerning acquisitions which include sales activities and administrative responsibilities.
Store Operative Job Description:
Answer the telephone in a pleasant and caring way
Participate in counting store’s physical inventory
React to all concerns of customers quickly with a sense of importance
Maintain cleanliness of store
Dispose of cardboard waste and trash
Uphold predefined customer service standards
Handle cash, change and operate the cash register
Ensure stock levels on the sales floor are maintained continually
Organize merchandise pricing, signage and coding
Maintain freezer items at a secure and satisfactory level
Welcome customers, maintain knowledge and help them with the selection of merchandise
Arrange shopping carts
Communicate information regarding product availability, ingredients and nutritional information
Ensure daily activities at the store
Maintain the store and displays clean all times
Make orders for customers and receive deliveries
Make inventory and store goods
Check all products to see if there are not damaged
Qualification, Minimum Experience and Role Requirement:
A minimum of SSCE/OND/HND/BSc
Minimum of 1 - 2 years’ relevant experience
Retail Store Supervisor
Job Objective:
Supervisor is responsible for achieving and maintaining all Client and Customer standards by overseeing and directing activities of Store Representatives and Merchandisers within an assigned territory. Works closely with Store Managers and Sales Manager, Clients, and various companies’ personnel to ensure store business objectives are met.
Store Manager Job Description:
Job Duties/ Responsibilities/ Accountabilities
Partners with Store Manager and superiors to set sales goals and targets. Ensures team understands connection between store financial success and bonus programs.
Leads, promotes and coaches selling and cultivates an inspired selling culture with associates.
Maximizes sales opportunities by leveraging the sales capabilities of associates by using current selling techniques and company programs.
Accountable for the prevention and resolution of customer issues by ensuring a high level of customer service is provided by associates.
Accountable for services operations and takes on additional responsibilities in the absence of manager.
Participates in the recruitment, hiring and onboarding processes for the services departments.
Accountable for training and coaching operatives in all aspects of services and customer engagement.
Partners with management to execute Performance Development Reviews (PDR’s) in a timely manner, ensures action plans are in place and follows up on development of operatives.
Achieves Customers goals and objectives by effectively managing and directing retail personnel, conducting store audits and effectively executing all retail projects.
Establishes and maintains trade and Customer relationships by increasing brand representation and effectiveness.
Responsible for counting the safe, preparing and making daily bank deposits, completing paperwork and keypunching cashier totals on a daily basis.
Maintains and sustains an efficient filing system for all relevant paperwork in line with company standards.
Accountable to maintain the day to day operation of the Cash on Delivery (C.O.D) process including reporting, transactions, payments and collections as per company policy.
Facilitates the front office till procedures per policy.
Monitors adequate inventory levels and places orders for all register and related supplies.
Tracks all cash over/shorts, communicate results to management and follows up with associates.
Follows proper store opening and closing procedures, including alarm checks and security walks.
Proactively models and ensures team's understanding of and adherence to all privacy policies and procedures.
Models and ensures team properly secures company assets and physical inventory and follows all loss prevention and key control procedures.
As per policy, required to have personal parcels (bags, totes, backpacks, purses, etc.) checked by a manager prior to leaving the store premises. As a key holder, this position is required to verify bag checks.
Qualification, Minimum Experience and Role Requirement:
A minimum of Bachelor degree in any relevant discipline
Minimum of 3 years’ relevant experience especially in the retail industry with 1 year supervisory experience
Membership of a reputable and relevant institution.
Method of Application
Interested candidates should please send their resumes to recruitment@hcdclimited.com