Role Purpose:
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.
Responsibilities will include, but will not be limited to the following:
Customer
• 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 levels through brand/product
knowledge and overall Retail understanding.
• Constantly assess team performance against set key criteria in order to strengthen the team skills.
Sales
• Drive sales and constantly strive to enhance business ensuring set KPI targets (such as net sales,
conversion, shrinkage, stock turn) are met.
• Create innovative approaches to attract new customers, expand store traffic, and enhance
profitability.
• Track brand performance, reviewing stock levels and monitoring best sellers and slow-moving stock in
order to generate ideas and action plans to increase overall sales.
• 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, pricing, competitive activities and opportunities.
• Full commercial accountability and responsibility for stock loss.
Standards
• Taking accountability for the team understanding of the VM principles and standards.
• Overall accountability for compliance of subordinates with established Company policies, procedures
and standards, including, but not limited to, keeping of funds and properties, personnel practices,
security, sales and record keeping 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 items are tagged and Stock Loss Action Plans (SLAP) are in place
• 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.
KPIs
• Net Sales
• ATV, ATU & Conversion rate
• Shrinkage
• NPS Score
• Data Capture
• Employee turnover
Functional / Technical Competencies
• Customer service expertise
• Commercial awareness
• Selling skills
• Analytical ability
Minimum Qualifications/education
• Degree In Industrial Engineering, Supply chain management or similar is highly advantageous