Store Manager

Roles and Responsibilities

Qualification: Post-graduate degree in Business Administration with specialization in Retail Management/Sales.

Experience: 8-10 years of work experience, with at least 4-5 years in heading retail sales/operations for a large retail format store.

Role Objective:

The Store Manager is responsible for implementing the Company retail strategy aligned to Customer, Offer, and People focus. The job holder will lead the Store team to achieve maximum profitability and growth in line with the company vision and values by creating an ‘outstanding’ commercial shopping experience for customers.

The job holder will also drive store sales through effective management of the P&L and efficient store operations through visual merchandising, customer service, and people management.

Customer Focus

• Implement a high standard of customer focus through effective resource planning, regular assessment of customer service standards, and timely resolution of complaints/queries within the store, in line with Company policy.
• Monthly monitoring of mystery shopper feedback, addressing all key areas of concern and creating action plans with timelines for improvement.
• Understand the store customer profile, including key demographics such as age, nationality, and gender.
• Monitor and continuously seek to understand customer buying patterns and trends from both a local and Gulf perspective.
• Personally attend to escalated customer complaints when required.
• Empower and support CRM if applicable.
• Endorse the Shukran loyalty program and improve member volume and buying behavior.
• Obtain open and honest consumer feedback through conducting periodic customer home visits.

Commercial Performance

• Achieve the revenue and target productivity metric (sales per person per day, ATV, basket size, and conversion) for the store.
• Monitor and control expenses (overtime, local, stock, and consumables) through efficient store operations.
• Actively improve underperforming areas within the store based on store sales and finance reports.
• Monitor and communicate yearly, weekly, and daily sales performance and budgets with management and staff with clearly defined actions for improvement.
• Monitor and continually seek to understand the commercial environment, local trading patterns, competitor activity, and market trends in the retail sector and their impact on the store.
• Oversee cash transaction entry and management (petty cash, POS cash elements, change floats).
• Maintain a high level of store health and security for company assets, cash, stock, and customer property.
• Educate and mentor the team on identifying upsell and cross-sell opportunities.
• Ensure BoE standards are met.

Desired Candidate Profile

• Oversee and monitor sales in the store, including sales transactions, customer orders and payments, and handling returns and refunds.
• Responsible for inventory management within the store, including stock availability, order management, back store operations, stock movement, cycle count, min-max planning, and stock coverage and density.
• Review and analyze stock and sales reports to monitor KDCN products and implement corrective action.
• Maintain high standards of visual appearance in the store, including all non-retail areas and window themes with adherence to planogram guidance.
• Ensure the store is well prepared for sales/promotions.
• Ensure store layout is consistently based on Retail Principles of Visual Merchandising.
• Ensure effective inventory management for the store (order management (Min/Max), stock consolidation, movement and transfer, optimum stock return and shrinkage).
• Provide monthly feedback on sales, stock positions, and products.

People

• Ensure that the store complies with local labor laws and company policy for all employment and state laws, including wage and hour, human rights, and equal employment opportunities.
• Ensure consistent and transparent communication with store staff on business expectations, priorities, and store results.
• Responsible for Performance Management of store staff through timely KPI setting, mid-year, and annual performance reviews.
• Ensure L&D offerings are provided to all staff at the appropriate level in line with personal development plans, including on-the-job coaching, classroom training, in-store training, and feedback sessions aligned to Home Centre processes.
• Ensure seamless induction and onboarding of new recruits/hires.
• Drive engagement and motivation through effective management of staff welfare, including accommodation, transport, and facility concerns.
• Drive people strategy with a focus on increasing feminization and nationalization through hiring nationals and Arabic-speaking staff.
• Ensure participation of team members in the regular health and safety programs conducted for the store.
• Monitor and appraise the performance of retail staff and develop individual career plans and succession planning.
• Conduct weekly EMTs.