Retail Store Manager

About the Role

Retail Store Manager responsible for driving sales performance, maintaining store standards and visual merchandising, managing stock and loss prevention, ensuring compliance and health & safety, and leading people and performance development at the store.

Responsibilities

• Sales: Lead by example in customer service, greet and assist customers, drive conversion, average basket and UPT, review and analyse sales figures to identify opportunities, challenge the team to improve performance, engage relevant departments to support local sales growth, analyse competition, and manage scheduling and daily planning based on sales trends.
• Commercial & Visual: Deliver store standards and implement events with commercial focus; ensure product presentation and seasonal launches follow brand guidelines; use VM elements to highlight merchandise and benchmark standards against peers and competitors to create an aspirational shopping environment.
• Stock Management: Follow SOPs for shipment receiving, cycle counts, transfers, devolutions, damaged items and withdrawals; communicate with concerned departments; ensure OPS coverage for replenishment of best sellers; regularly review top/bottom selling lines and stockholding areas with direct reports to identify risks and initiate actions.
• Service Standards & Measurements: Demonstrate and role-model service; respond to customer complaints prioritising customer satisfaction; gather customer feedback and use it to drive improvement; integrate service training from induction; analyse Mystery Shop reports and implement action plans; recognise excellent service regularly.
• Compliance & Health & Safety: Ensure the store is adequately resourced for legal compliance, maintain thorough knowledge of compliance issues and SOPs, implement self-assessment audits and action plans, conduct weekly H&S reviews with the Health & Safety officer, report and resolve maintenance issues, and review cleaning contractors against brand specifications.
• Duty Management: Train section managers to perform duty manager/key holder roles and manage major incidents competently.
• Loss & Prevention: Ensure cashiers adhere to cash management procedures and security log forms; carry out routine checks on stockroom and shop floor; check TGT after stock takes and act on items at risk of theft; deploy staff to high-risk zones and remain vigilant for shoplifters or abnormal activity.
• People: Implement company HR policies and processes for absence, leave and disciplinary matters; work with HRBP on succession planning; focus on recruitment as a strategic process and partner with recruitment to maintain FTE levels; engage employees regularly and develop action plans from employee survey learnings.
• Performance Development (PDR): Demonstrate and drive all aspects of performance and development for the team.