Position Overview
The Store Manager is responsible for overseeing the daily operations and overall performance of a retail store while ensuring high standards of customer service, sales performance, staff management, inventory control, and operational efficiency. The role leads the store team, drives sales and profitability, maintains brand and visual standards, manages customer relationships, and ensures compliance with company policies, safety requirements, and operational procedures.
Key Responsibilities
- * Oversee daily store operations, including opening and closing procedures, staff allocation, customer service, sales activities, stock management, and store presentation.
- Ensure the store consistently meets company standards for cleanliness, organisation, visual merchandising, product presentation, and customer experience.
- Lead, supervise, motivate, and develop store employees to achieve operational and commercial objectives.
- Prepare staff schedules, assign daily responsibilities, manage attendance, and ensure appropriate staffing levels during peak and non-peak periods.
- Conduct daily briefings, communicate targets and priorities, and provide regular coaching and feedback to team members.
- Support recruitment, onboarding, training, performance reviews, disciplinary procedures, and employee development.
- Set and monitor sales targets, KPIs, conversion rates, average transaction value, customer retention, and other store performance indicators.
- Develop and implement sales initiatives to increase revenue, customer engagement, upselling, cross-selling, and repeat business.
- Build strong relationships with customers and provide personalised service to VIP, repeat, and high-value clients where applicable.
- Handle customer enquiries, complaints, returns, exchanges, refunds, and service recovery situations professionally.
- Support promotional campaigns, product launches, seasonal activities, loyalty programmes, events, and other commercial initiatives.
- Monitor product availability and oversee receiving, stock transfers, replenishment, stock counts, inventory accuracy, shrinkage, damaged goods, and stock adjustments.
- Coordinate with Warehouse, Inventory, Procurement, Logistics, Finance, Marketing, and other departments to maintain smooth store operations.
- Ensure all POS transactions, cash handling, refunds, discounts, deposits, and daily cash reconciliations are completed accurately.
- Monitor store expenses, operational costs, petty cash, budgets, and other financial activities within assigned authority.
- Review sales and operational reports, identify performance gaps, and implement corrective actions to improve store results.
- Monitor competitor activity, customer preferences, market trends, and local commercial conditions to identify business opportunities.
- Maintain appropriate controls for high-value products, cash, keys, access, confidential information, and other company assets.
- Ensure compliance with company policies, retail procedures, health and safety requirements, security standards, and applicable regulations.
- Coordinate with landlords, contractors, suppliers, maintenance providers, and building management regarding store facilities and operational issues.
- Ensure equipment, fixtures, lighting, POS systems, security systems, and other store facilities remain functional and properly maintained.
- Investigate operational incidents, stock discrepancies, security issues, customer complaints, and other store-related problems.
- Prepare daily, weekly, and monthly reports covering sales, KPIs, inventory, staffing, expenses, customer feedback, and operational performance.
- Analyse store performance data and implement practical strategies to improve productivity, profitability, customer satisfaction, and operational efficiency.
- Maintain accurate employee, sales, inventory, customer, financial, and operational records.
- Support new store openings, store renovations, relocations, exhibitions, promotional events, and other retail projects when required.
- Ensure company brand standards and customer experience guidelines are consistently applied across all store activities.
- Maintain a professional, positive, accountable, and customer-focused store culture.
- Protect confidential company, customer, employee, financial, and operational information.
- Identify opportunities for continuous improvement in sales, service, inventory management, staff performance, and store operations.
Requirements
- * Diploma or degree in Retail Management, Business Administration, Marketing, Sales, Hospitality, or a related field preferred.
- Proven experience in store management, retail management, branch operations, sales management, or a similar customer-facing management role.
- Strong experience managing retail operations, sales performance, customer service, inventory, and store teams.
- Proven ability to lead, motivate, train, coach, and manage employees effectively.
- Strong understanding of sales KPIs, conversion rates, average transaction value, customer retention, upselling, and cross-selling.
- Experience using POS, inventory management, CRM, scheduling, reporting, and Microsoft Office systems.
- Good understanding of cash handling, stock control, shrinkage prevention, refunds, discounts, expenses, and basic store financial management.
- Strong communication, leadership, negotiation, customer service, and problem-solving skills.
- Excellent organisational and time-management abilities with the capacity to manage multiple priorities.
- Strong commercial awareness and ability to analyse sales, inventory, customer, and operational data.
- Experience managing VIP customers, loyalty programmes, premium products, or high-value transactions is an advantage.
- Professional appearance, positive attitude, strong work ethic, and customer-focused approach.
- Ability to work effectively in a fast-paced retail environment and remain calm under pressure.
- Strong understanding of workplace safety, security, loss prevention, and retail compliance procedures.
- Ability to work flexible retail hours, including evenings, weekends, public holidays, and peak trading periods.
- Experience in luxury retail, fashion, jewellery, watches, electronics, FMCG, department stores, or specialty retail is an advantage.
- Relevant retail management, sales, customer service, or leadership certifications are an advantage.
