Job Specification: Retail Store Manager

Job Title: Retail Store Manager
Department: Retail Operations
Reports To: Area Manager / Regional Manager


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Job Purpose

To manage all aspects of the retail store to ensure the achievement of sales and profitability objectives, the delivery of excellent customer service, and compliance with brand standards and operational policies. The Retail Store Manager is also responsible for recruiting, developing, and motivating a high-performing team.


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Key Responsibilities

1. Sales and Financial Management

Drive and achieve store sales, profit, and growth targets.

Monitor and analyze store performance metrics (e.g., sales, profit margins, conversion rates, and foot traffic).

Develop and implement action plans to address performance gaps and capitalize on opportunities.

Manage store expenses and ensure adherence to budgets.


2. Team Leadership and Staff Management

Recruit, train, and develop a skilled and motivated team.

Set performance goals, conduct regular appraisals, and provide coaching and feedback.

Schedule and manage team shifts to optimize productivity and ensure adequate coverage.

Foster a positive and inclusive work environment that promotes teamwork and collaboration.


3. Customer Service Excellence

Ensure a high standard of customer service is consistently delivered.

Address and resolve customer queries and complaints in a professional and timely manner.

Monitor customer satisfaction and implement strategies to improve the shopping experience.

Build strong relationships with customers to foster loyalty and repeat business.


4. Store Operations Management

Oversee all day-to-day operations, including opening and closing procedures.

Ensure compliance with company policies, procedures, and safety regulations.

Maintain cleanliness, organization, and visual merchandising standards in the store.

Conduct regular stock counts, audits, and inventory management to minimize shrinkage.


5. Merchandising and Stock Control

Ensure effective merchandising that aligns with the brand's identity and promotional campaigns.

Monitor stock levels and coordinate with buyers or planners to replenish inventory as needed.

Implement and manage in-store promotions and seasonal displays.


6. Reporting and Communication

Prepare and submit regular reports on store performance to the Area/Regional Manager.

Communicate store objectives, policies, and procedures to the team effectively.

Act as a liaison between the store team and senior management.



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Key Performance Indicators (KPIs)

Achievement of sales and profitability targets.

Customer satisfaction scores and feedback.

Team performance and retention rates.

Stock accuracy and shrinkage control.

Compliance with operational and merchandising standards.



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Qualifications and Experience

Education: Matric Certificate (essential). A diploma/degree in Business Management (Not essential, but added advantage), Retail Management, or a related field (advantageous).

Experience:

Minimum of 3–5 years of experience in retail management, preferably in a high-volume store.

Proven track record in achieving sales targets and managing a successful team.