Position OverviewWe are looking for an experienced, customer-focused, and commercially minded Store Manager to oversee the daily operations and overall performance of our retail store. The role is responsible for achieving sales targets, delivering excellent customer service, managing employees, maintaining inventory accuracy, ensuring strong visual merchandising standards, and controlling operational costs.
The Store Manager will lead the store team, coordinate daily activities, monitor key performance indicators, manage customer relationships, and ensure compliance with company policies, operational procedures, safety requirements, and brand standards.
Key Responsibilities
- * Oversee daily store operations, including opening and closing procedures, sales activities, customer service, merchandising, stock management, and store maintenance.
- Ensure the store consistently meets company standards for service quality, product presentation, cleanliness, organisation, and customer experience.
- Lead and motivate the store team to achieve sales targets, productivity goals, customer service standards, and operational KPIs.
- Prepare staff schedules, shift assignments, break arrangements, and manpower plans according to business requirements.
- Conduct daily briefings and communicate sales targets, promotions, operational updates, product information, and company policies.
- Recruit, onboard, train, coach, and develop employees in coordination with HR and senior management.
- Monitor staff attendance, punctuality, performance, conduct, grooming, and compliance with company policies.
- Provide regular feedback and performance coaching to improve employee productivity and service standards.
- Monitor daily and monthly sales, revenue, transaction volume, conversion rates, average transaction value, and other relevant KPIs.
- Develop and implement sales initiatives to achieve or exceed store targets.
- Encourage appropriate upselling, cross-selling, product recommendations, and customer retention activities.
- Build strong relationships with customers and support VIP, loyalty, and clienteling programmes where applicable.
- Handle customer enquiries, complaints, returns, exchanges, refunds, and service recovery professionally.
- Ensure effective execution of promotional campaigns, seasonal activities, product launches, and marketing initiatives.
- Maintain high standards of visual merchandising, product displays, signage, promotional materials, and store layout according to brand guidelines.
- Monitor inventory levels and ensure accurate receiving, storage, replenishment, transfers, stock counts, and product allocation.
- Investigate inventory discrepancies, damaged goods, stock losses, shrinkage, and other inventory-related issues.
- Coordinate with Warehouse, Logistics, Procurement, Finance, Marketing, and other departments to ensure smooth store operations.
- Ensure POS systems, cash registers, payment terminals, and other retail systems are operated correctly.
- Monitor cash handling, daily reconciliation, discounts, refunds, voids, and other financial controls according to company procedures.
- Monitor store expenses, operational costs, consumables, and other controllable expenses.
- Support budgeting, forecasting, sales planning, and financial reporting where required.
- Maintain relationships with suppliers, contractors, service providers, landlords, and other relevant external parties.
- Ensure store facilities, fixtures, equipment, lighting, air-conditioning, security systems, and other operational assets remain in good condition.
- Ensure compliance with company policies, retail regulations, health and safety requirements, security procedures, and loss-prevention standards.
- Conduct regular store inspections and implement corrective actions for operational, safety, or compliance issues.
- Manage incidents, emergencies, security concerns, and operational disruptions appropriately and report them to management.
- Monitor competitor activities, customer preferences, market trends, pricing, promotions, and retail developments.
- Prepare regular sales, inventory, staffing, operational, and performance reports for senior management.
- Analyse store performance and identify opportunities to improve sales, productivity, customer satisfaction, operational efficiency, and profitability.
- Maintain accurate store documentation, records, reports, and confidential business information.
- Support new store openings, renovations, events, special promotions, and other company projects when required.
- Promote a professional, accountable, customer-focused, and collaborative culture within the store.
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 leadership position*.
* Strong understanding of retail operations, customer service, sales processes, inventory management, and visual merchandising.
* Demonstrated experience leading, supervising, training, and developing retail teams.
* Strong knowledge of sales targets, KPIs, conversion rates, average transaction value, customer retention, and store performance management.
* Experience with POS systems, inventory management systems, CRM platforms, staff scheduling tools, and Microsoft Office.
* Strong understanding of cash handling, stock control, shrinkage prevention, operational expenses, and basic financial controls.
* Excellent leadership, communication, customer service, negotiation, and problem-solving skills.
* Strong commercial awareness with the ability to identify opportunities to increase revenue and improve profitability.
* Excellent organisational and time-management skills with the ability to manage multiple priorities.
* Professional appearance, positive attitude, integrity, accountability, and strong work ethic.
* Ability to work effectively in a fast-paced retail environment and remain calm during busy periods or operational challenges.
* Willingness to work flexible schedules, weekends, public holidays, and extended hours when required.
* Experience in luxury retail, fashion, jewellery, electronics, FMCG, department stores, or other specialised retail environments is an advantage.
* Retail management, customer service, sales, or related professional certifications are an advantage.
