Retail Manager

Job Description

Customer Experience

• Develop, maintain, and enhance the in-store customer experience comprising of product, service, and the physical store environment.
• Build and promote strong, long-lasting customer relationships.
• Delegate responsibility for customer requests to members of the sales team.
• Supervise all store services such as wrapping, custom order requests or delivery of sold merchandise.
• Develop plans for customers acquisition and retention.
• Resolve customer complaints regarding sales and service and investigate lost sales and customer accounts.

Retail Sales Team

• Lead, coach and train the sales team. Constantly observe the sales techniques of the sales staff and reinforce good practices. Be an outstanding role model, maintain a positive mental attitude and motivate the sales team.
• Ensure the achievement of sales objectives by setting clear individual objectives, managing performance, developing team members, provision of formal and informal feedback and appraisal – to maximize team performance.
• Conduct weekly one-on-one reviews with each team member. These reviews will provide the opportunity to look for and recognize improvement. The personal time spent with each sales team member is their opportunity to build confidence that they are getting better.
• Develop an ongoing plan of sales training and development. Coach the team members (technical sales) and update the team with new selling techniques and methodologies. Train the team on new themes for the different selling seasons and how to sell/cross sell the seasonal product collections.

Store Operations

• Supervise all the store functions relating to receiving, checking, and marking of newly received merchandise and inter store transfers.
• Ensure the security of store assets and inventory.
• Ensure that store opening and closing procedures are being implemented and adhered to.
• Supervising the counting of inventory whenever scheduled.
• Conduct weekly store checks to ensure compliance with store guidelines.
• Coordinate the maintenance of the stores.
• Manage store related external parties such as landlords, relevant government authorities and security forces.

Commercial Operations

• Develop annual sales objectives by forecasting demand and developing sales quotas for individual stores; projecting expected sales volume, prices, and profit.
• Participate in setting the retail sales operations budget.
• Develop and implement plan to achieve monthly sales and growth targets.
• Conduct regular analysis and generate reports on sales performance to support in decision making.
• Update sales plan monthly and share projected demand with product development and supply chain teams to ensure adequate and appropriate flow of merchandise to each store.
• Develop and implement sales incentives within the company guidelines and policies.
• Maintain awareness of market trends, understand forthcoming customer initiatives, and monitor local competition.
• Coordinate with relevant teams such as marketing, customer service, product development and supply chain on related activities such as discounts, special pricing plans, product offerings and replenishment activities.

Job Requirements

• Bachelor’s degree.
• 5-10 years of relevant experience.
• Excellent command of the English language.
• Excellent mentoring, coaching and people management skills
• Strong knowledge of retail operations, services, and value propositions.
• Strong analytical skills and are good problem solvers.
• Excellent customer service skills.
• Proactive and dynamic.
• A high standard of personal and business ethics.
• Own a car and a valid driver’s license.