Position Overview
The Store Manager is responsible for overseeing daily store operations and driving overall retail performance, customer satisfaction, and team productivity. The role manages sales activities, staff performance, inventory, visual merchandising, customer relationships, cash handling, and operational standards. The Store Manager leads the store team to achieve business targets while ensuring company policies, brand standards, and health and safety requirements are consistently maintained.
Key Responsibilities
- * Oversee daily store operations, including opening and closing procedures, customer service, sales activities, housekeeping, and operational standards.
- Lead, supervise, and motivate store employees to achieve sales, service, productivity, and operational targets.
- Prepare staff schedules, allocate duties, monitor attendance, and ensure appropriate staffing levels during peak and non-peak periods.
- Conduct team briefings, coaching, product training, and performance reviews to develop employee skills and service standards.
- Monitor sales performance, revenue targets, conversion rates, average transaction value, customer traffic, and other store KPIs.
- Develop and implement sales initiatives to increase revenue, customer retention, upselling, and cross-selling opportunities.
- 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 professionally.
- Support loyalty programmes, clienteling activities, promotions, product launches, and customer engagement initiatives.
- Ensure products are displayed according to approved visual merchandising, brand, pricing, promotional, and presentation standards.
- Monitor inventory levels, stock availability, receiving, transfers, replenishment, stock counts, and product movements.
- Investigate stock discrepancies, damaged goods, losses, and potential shrinkage and implement appropriate controls.
- Coordinate with Warehouse, Logistics, Procurement, Finance, Marketing, and Head Office to support smooth store operations.
- Ensure all sales transactions, discounts, refunds, voids, deposits, and cash handling activities follow company procedures.
- Conduct daily cash reconciliation and report discrepancies or financial irregularities promptly.
- Monitor store expenses and support effective control of operational costs and budgets.
- Coordinate with suppliers, contractors, landlords, maintenance providers, and service partners where required.
- Ensure the store, equipment, fixtures, facilities, displays, and customer areas remain clean, safe, functional, and professionally maintained.
- Enforce company policies relating to health and safety, security, loss prevention, emergency procedures, and operational compliance.
- Investigate and report incidents, accidents, customer issues, security concerns, and operational problems.
- Monitor competitor activity, customer preferences, local market trends, and retail developments and provide relevant feedback to management.
- Prepare daily, weekly, and monthly reports covering sales, staffing, inventory, customer feedback, expenses, KPIs, and operational performance.
- Support recruitment, onboarding, training, coaching, and development of store employees.
- Identify performance issues and implement appropriate coaching, corrective actions, and improvement plans.
- Support store events, promotional campaigns, seasonal activities, new product launches, and special customer events.
- Maintain accurate store records, operational documents, staff information, inventory records, and sales documentation.
- Ensure the store consistently delivers a professional customer experience and represents the company's brand values.
- Identify opportunities to improve store efficiency, profitability, customer satisfaction, employee productivity, and overall business performance.
Requirements
- * Diploma or degree in Retail Management, Business Administration, Marketing, Sales, Hospitality, or a related field is preferred.
- Proven experience in store management, retail management, branch operations, sales management, or a similar customer-facing environment.
- Strong knowledge of retail operations, sales processes, customer service, inventory control, visual merchandising, and store administration.
- Previous experience managing and developing retail teams, including scheduling, training, coaching, and performance management.
- Strong understanding of sales KPIs, conversion rates, average transaction value, customer retention, upselling, and cross-selling.
- Experience using POS, inventory management, CRM, scheduling, and Microsoft Office systems.
- Good knowledge of cash handling, stock control, shrinkage prevention, refunds, discounts, and basic financial procedures.
- Strong leadership, communication, negotiation, customer service, and problem-solving skills.
- Excellent organisational and time-management abilities with strong attention to detail.
- Commercial awareness with the ability to identify opportunities to improve sales, profitability, and operational efficiency.
- Ability to manage customer complaints, employee issues, operational challenges, and high-pressure situations professionally.
- Strong teamwork and stakeholder-management skills with the ability to coordinate with Head Office and multiple departments.
- Professional appearance, positive attitude, accountability, integrity, and strong customer focus.
- Ability to work in a fast-paced retail environment and manage changing priorities effectively.
- Willingness to work shifts, weekends, public holidays, and extended hours when required.
- Experience in luxury retail, fashion, jewellery, watches, electronics, FMCG, department stores, or premium brands is an advantage.
