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Store Operations Manager
2 months ago
Customer Focus
Our ideal candidate will be responsible for delivering exceptional customer service, ensuring that every customer interaction is a positive one. This includes effective resource planning, regular training of store staff, and implementing a high standard of customer focus within the store.
Sales and Commercial Profit
The successful candidate will be expected to achieve revenue targets, monitor and control expenses, and interpret operational profit and sales reports to drive improvement. They will also be responsible for monitoring sales performance, providing feedback to managers, and communicating with staff.
SOP and Store Standards
Our Store Manager will be responsible for ensuring accurate stock management, overseeing point of sales activities, and maintaining inventory updates. They will also ensure compliance with company policy, communicate procedures to staff, and regularly audit store administration.
People Management
The ideal candidate will be responsible for communicating store expectations, providing regular feedback, and carrying out in-store training. They will also support the induction of new recruits, monitor staff welfare, and drive motivation levels.
Key Responsibilities
- Ensure customer needs are met and complaints/queries are resolved in a timely manner.
- Achieve target productivity metrics (sales per person per day, staff per sqft) for the store.
- Monitor and control expenses (overtime, local, stock, and consumables) through efficient store operations.
- Interpret & act on operational profit & sales reports generated through finance & focus on improving under-performing areas.
- Monitor sales performance against last year, last week, and budget on a daily and weekly basis and give feedback to managers and communicate to staff.
- Ensure accurate stock merchandise and management (stock ageing, stock loss, space management) within the store.
- Oversee and monitor all point of sales activities in the store, which includes sales transactions, tracking customer orders and payments, registering sales and maintaining inventory updates, providing service, handling returns and refunds, and gathering consumer data for feedback.
- Oversee and monitor the inventory management in the store (stock availability, order management, back store management, stock movement within the store).
- Ensure that the store is in compliance with the company policy for all employment and state laws, including wage and hour, human rights, and equal employment opportunities.
- Ensure the company policy and procedures are communicated in a timely manner and adhered to accordingly.
- Oversee cash transaction entry and management (petty cash, POS cash elements, change floats).
- Regularly audit own store administration and resolve any issues.
- Monitor and continuously seek to understand the commercial environment, local trading patterns, competitor activity, and market trends in the retail sector and their impact on the store.
- Monitor and handle customer complaints and take corrective action in line with Company policy.
- Maintain high standards of visual appearance throughout the store including all non-retail areas.
- Maintain window and in-store displays to a high standard in line with merchandising guidelines.
- Prepare and review store reports on sales, commercial profit, and stock ageing.
- Execute price revisions within the store.
- Maintain a high level of store health and security for company assets, cash, stock, and customer property.
- Ensure seasonal peaks and important trading/promotional events are taken into account when preparing forecasts and staff rosters.
- Ensure store expectations and priorities are communicated to staff.
- Review and provide regular feedback on staff's performance against expectations.
- Carry out regular and relevant in-store training and enroll staff on relevant Learning and Development courses.
- Support induction of new recruits through the buddy system.
- Monitor staff welfare (staff accommodation and transport) and facilitate complaint resolution.
- Oversee staff development and drive motivation levels of the store associates.
- Ensure effective resource planning and succession planning.
