The Store Manager is responsible for managing the overall store operations, driving sales performance, ensuring operational excellence, maintaining customer service standards, and leading the in-store team. The role requires a dynamic leader with a deep understanding of retail KPIs, people management, inventory control, and local compliance standards. The position is accountable for profitability, store performance, and team engagement.
KEY RESPONSIBILITIES
1. Sales & Business Performance:
- Drive and achieve monthly, quarterly, and annual sales targets and profit objectives.
- Monitor store KPIs including sales target, conversion rates, UPT, ATV and footfall trends.
- Identify opportunities to increase revenue through promotional strategies, upselling, cross-selling.
- Analyse sales performance data and develop action plans to address shortfalls and maximize growth.
2. Store Operations & Compliance:
- Ensure smooth day-to-day store operations including opening/closing procedures, cash handling, and administrative duties.
- Maintain high standards of store appearance, hygiene, safety, and visual merchandising in line with brand guidelines.
- Implement and enforce company SOPs including cash management, stock handling, refund/exchange policies, and loss prevention.
- Ensure full compliance with local labor laws, health and safety standards, and government regulations.
3. Team Leadership & Development:
- Lead, manage, and develop a team of Sales Associates, Senior Sales Associate, and Store In-Charge.
- Conduct regular performance reviews, one-on-one coaching, and motivational initiatives to drive staff productivity.
- Oversee staff scheduling, leave planning, and floor coverage to ensure operational continuity.
- Foster a collaborative and performance-oriented team culture, recognizing high performers and managing underperformance effectively.
4. Customer Experience & Service Quality:
- Maintain a customer-first culture by ensuring staff deliver consistent, high-quality service.
- Handle complex customer issues or escalations promptly and professionally.
- Train the team in product knowledge, upselling techniques, and customer interaction etiquette.
5. Inventory & Merchandising Control:
- Monitor inventory levels, identify slow-moving or fast-moving items, and take corrective actions.
- Oversee stock replenishment, stockroom organization, damage reporting, and inter-store transfers.
- Ensure 100% accuracy in stock counts and coordinate periodic audits, stocktakes, and loss investigations.
- Work with the merchandising and buying teams to ensure appropriate product mix and availability.
6. Reporting & Administration:
- Submit timely and accurate sales reports, manpower rosters, expense summaries, and operational checklists.
- Track key performance data and prepare monthly dashboards.
- Maintain proper records of store expenses and petty cash.
- Liaise with HR for staffing requirements, disciplinary actions, and grievances.
Education & Qualifications;
- Diploma or Bachelor’s degree.
- Language Proficiency in English is a must.
- Specialized Training Customer Service Excellence or Retail Sales Training (Preferred).
Minimum Experience:
- Minimum 7-9 years of experience in retail, with 3-5 years in a store leadership role.
- Strong experience in high-traffic retail environments and team management is essential.
- Prior experience in fashion retail is preferred.
- Proven track record in team management, customer service, and retail sales achievement.
