Front Store Manager

Roles and responsibilities

The Store Manager is responsible for achievement of sales targets, managing and developing the store teams in order to maximize profitability, maintain brand and Company image, operational compliance and offer excellent customer experience. The role is fully accountable for the daily operations of the store and its workforce in line with the overall business objectives

ROLE PROFILE

• Ensure the highest levels of customer service are delivered at all times. Take ownership for customer complaints and concerns and address these in a professional, efficient and effective manner. Coach and mentor the store teams to enhance customer service
• Constantly assess team performance against set key criteria in order to strengthen the team skills.
• Drive sales and constantly strive to enhance business ensuring set KPI targets (such as net sales, footfall conversion, shrinkage, stock turn) are met. Create innovative approaches to attract new customers, expand store traffic, and enhance profitability.
• Identify key causes of underperformance, and drive action plans to respond accordingly through analysis and commercial awareness. Provide critical analytical feedback to the Operations, Buying and Planning Departments in relation to product, ranging, price.
• Ensure adherence to the “Model Store Standards” in relation to VM, taking accountability for the team understanding of the VM principles and standards. Overall accountability for compliance of subordinates with established Company policies, procedures.
• Plan, organize and execute in-store processes including cash intake and cash handling, stockroom and stock-take administration management. Ensure store inventory is controlled and that adequate security exists, stock shortages are kept to a minimum, all
• Ensure all Company Health & Safety, Security and Compliance policies are adhered to, raising any concerns to the Excellence and Compliance team in a timely manner.
• Continually deliver and review in-store duties, including but not limited to, cleaning procedures, pre-opening inspections and checks.

REQUIREMTS

• Customer service expertise
• Commercial awareness
• Selling skills
• Analytical ability
• Data savvy
• High school certificate Minimum experience 4 – 5 years’ industry experience

Desired candidate profile

. Leadership and Team Management

• Supervision: Managing and motivating a team of employees to perform at their best.
• Training and Development: Identifying skill gaps and organizing training programs to improve team performance.
• Conflict Resolution: Addressing workplace conflicts professionally and maintaining team harmony.

2. Customer Service Excellence

• Customer Relationship Management: Ensuring customers have a positive experience, leading to repeat business and loyalty.
• Problem-Solving: Resolving customer complaints efficiently while maintaining company policies.
• Upselling and Cross-Selling: Encouraging staff to increase sales through effective customer engagement.

3. Sales and Profitability

• Sales Strategies: Developing and implementing strategies to achieve sales targets.
• Analyzing Performance: Using sales reports and key performance indicators (KPIs) to identify trends and improve outcomes.
• Budget Management: Controlling expenses to ensure profitability.

4. Operational Efficiency

• Inventory Management: Monitoring stock levels, ordering supplies, and reducing shrinkage or wastage.
• Schedule Management: Creating employee schedules to ensure adequate coverage during peak hours.
• Store Presentation: Maintaining a clean, organized, and visually appealing store layout.

5. Communication Skills

• Staff Communication: Clearly conveying expectations, policies, and updates to team members.
• Stakeholder Collaboration: Coordinating with upper management, vendors, and other stakeholders to meet store objectives.
• Customer Interaction: Engaging with customers to build relationships and gather feedback.

6. Problem-Solving and Decision-Making

• Quick Thinking: Handling unexpected challenges, such as staffing shortages or operational hiccups, with minimal disruption.
• Strategic Planning: Anticipating potential issues and creating proactive solutions to mitigate risks.