Store Manager

Job Objective: The job holder will be responsible for driving sales for the store through efficient store operations, visual merchandising, customer service delivery, motivation and retention of store personnel and adherence to company norms. The job holder is also responsible for mentoring and coaching the team and helping them in career growth.

Responsibilities:

Customer Focus

1. Ensure regular training of store staff on all aspects of customer service, product knowledge and selling skills.
2. Implement a high standard of customer focus within the store.
3. Regularly assess customer service standards within the store.
4. Create seamless customer service orientation among store employees by ensuring timely and efficient customer service.
5. Ensure customer needs are met and complaints/queries are resolved in a timely manner.
6. Take feedback/suggestions from customers and forward it to the required stakeholder.

Sales and Commercial Profit

1. Achieve the revenue targets for the store.
2. Achieve target productivity metrics (store productivity, staff productivity, etc.) for the store.
3. Actively seek ways to achieve or exceed sales targets e.g. through regular connect with CP business manager and floor staff.
4. Monitor and control expenses (overtime, inventory movement, shrinkage and damages, in-store consumables) through efficient store operations.
5. Interpret and act on sales reports generated through retail operations/finance and focus on improving under-performing brand/subclass/department.
6. Monitor sales performance over budget, last year/last week on a daily and weekly basis to give feedback to line manager and communicate to team members.

Store Operations and Standards

1. Ensure accurate stock merchandise and management (stock aging, shrinkage, space management) within the store.
2. Oversee and monitor all point of sales activities in the store including sales transactions, tracking customer orders and payments, registering sales and maintaining inventory updates, providing service, handling returns and refunds.
3. Oversee and monitor the inventory management in the store (stock availability, order management, back store management, stock movement within store).
4. Ensure that the store is in compliance with the company policy and processes for all employment and state laws.
5. Ensure the company policy and procedures are communicated in a timely manner and adhered to accordingly.
6. Oversee cash transaction entry and management (petty cash, POS cash elements, change floats).
7. Regularly audit own store administration and resolve any issues.
8. Monitor and continuously seek to understand the commercial environment, local trading patterns, competitor activity and market trends in the retail sector and their impact on the store.
9. Maintain high standards of visual appearance throughout the store including all non-retail areas.
10. Maintain window and in-store displays to a high standard in line with merchandising guidelines.
11. Prepare and review store reports on sales and stock aging (slow moving, fast moving and non-moving items).
12. Maintain a high level of store health and security for company assets, cash, stock, and customer property.
13. Ensure seasonal peaks, important trading/promotional events are taken into account when preparing forecasts/staff rosters and staff vacation.

People Management

1. Ensure store expectations and priorities are communicated to staff.
2. Review and provide regular feedback on staff’s performance as per expectations.
3. Carry out regular and relevant in-store training and enroll staff on relevant Learning and Development courses.
4. Support induction of new recruits through buddy system.
5. Monitor staff welfare and facilitate complaint resolution.
6. Oversee staff development and drive motivation levels of the store associates.
7. Ensure effective resource planning and succession planning.

Desired Candidate Profile

Basic Qualification: Graduate degree preferred (in any field).

Minimum Experience: 5 years, which involves dealing with internal and external stakeholders.

Specific/Relevant Experience: Retail Operations Experience. Analytical ability for report analysis, mandatory knowledge of MS Office skills.