Job description

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.