JOB TITLE: Store Manager 

REPORTING TO: General Manager / Senior Store Manager

MAIN PURPOSE

To deliver individual stores sales growth and profitability targets, through ensuring that the customer is at the heart of everything we do, that all selling, promotional and operational initiatives and processes are effectively implemented and executed in a sustainable way. , and by identifying, developing and coaching, and retaining a highly competent and energized store team, who take ownership and accountability for their business..

KEY OUTCOMES

• Demonstrates & deliver customer service
• Deliver consistent levels of service that put the customer at heart of everything we do and builds the number of loyal customers (from entry to exit – including tills)
• Ensure staff –
• Greet, smile and acknowledge customers
• Display a friendly and helpful attitude when interacting with customers
• Identify customer needs in order to provide optimal service
• Attend to customers quickly and effectively
• Takes responsibility for serving the customer and finding solutions to the customers queries
• Handle customer questions and queries effectively
• Deal with customer complaints, requests, and queries quickly and efficiently
• Approach all customer and offer assistance in the department
• Ensure all operating processes are effectively implemented and maintained to sustain profitability, protect the brand values, and deliver effective service levels.

Implement selling & promotional initiatives

• Ensure effective implementation and execution of all selling, promotional and operational initiatives
• Driving selling skills and product knowledge in stores
• Driving the implementation of merchandising in accordance with store guide

Manage Strategy, Plan and Financials

• Develop and implement a Store operating plan for the store within the budget parameters and sustain during the financial year
• Effectively align store team through “Let’s talk” (consistent and active communication and engagement sessions)
• Deliver against all set targets as per the stores scorecard, and coach and develop individual team members to deliver against their job profiles and to focus and deliver their unique contribution

Store Finance and Admin role 

• Ensure continuous forecasting and amendments of financial plans in accordance with store performance
• Drive profitability by ensuring key profit drivers are within budget
• Control store expenditure within budget parameters
• Ensure compliance in internal controls through effective self-assessment to minimise risk and deliver operational excellence
• Communicate, train, implement and sustain relevant policies, processes and procedures within the store to deliver the required outcomes
• Constantly seek opportunities and provide feedback to continuously improve and simplify policies, processes and procedures
• Perform reconciliations to prevent financial loss (e.g. system errors, vouchers reconciliations)
• Ensure that all relevant finance reports are printed, scrutinised, actioned and retained (filed)
• Coordinate and communicate incoming TDC’s within specified timelines
• Manage and control HR admin, records, retention and data integrity
• Ensure the relevant documents are completed and retained in line with legal requirements
• Monitor that legislative attendance registers are completed and advise line manager on non-compliance
• Ensure timeous and accurate payroll submission
• Ensure completion and submission of Trading HR reports weekly and monthly
• Coordinate the ordering and issuing of uniforms, name badges and swipe cards
• Manage all diagnostic reports to ensure complete cash reconciliation
• Ensure cash control through timeous recording of cash transactions to minimise loss and provide accurate information delivery
• Measure and analyse financial performance to influence decision-making
• Drive productivity in line with set targets
• Complete monthly scorecards and communicate with relevant parties

Drive trading

• Constantly seek opportunities within and outside the store to increase sales and maximise returns on space and stock
• Balance effective service levels with meeting required productivity benchmarks

Drive shopkeeping disciplines

• Drive the implementation of loss and control measures
• Maintain hygienic, safe and well-organised store and back areas
• Drives store readiness for trade
• Drives in store health and safety procedures and policies activity benchmarks

Manages stock effectively

• Ensure all operating processes are effectively implemented and maintained to sustain profitability, protect the brand values, and deliver effective service levels
• Drives on floor availability
• Drives the fitting room policy
• Ensures all merchandising principles are in place at all times and items ticketed
• Investigates out of stocks and feedbacks to relevant stakeholders
• Identify and isolate quality concerns
• Ensure launches are communicated and put out timorously and ensure all appropriate ticketing is in place
• Ensure customer returns are completed accurately and managed
• Perform and assist with stock take

Minimizes Shrinkage through

• Reporting acts of dishonesty related to shrinkage and fraud to you line manager or shrinkage hotline
• Understand, apply and manage all red flag processes, policies and procedures
• Identify and manage all shrinkage hotspots within the department
• Facilitate regular ongoing shrinkage meetings to ensure employee participation and creating awareness amongst employees
• Effective manage all processes and procedures aimed at minimising shrinkage
• Effective management of stock losses.

Managing teams and people

• Develop, recruit, retain and lead a competent and motivated store team
• Identify, develop and retain young talent that will sustain the people pipeline to meet our growth objectives
• Conduct performance and development discussions (IPM process) with the store team
• Effectively manage change within the store environment, through actively embracing our desired culture and living the brand values

COMPETENCIES

Personal Leadership

• Planning and organising
• Systematically plans and organizes work using goal setting or targets
• Creates work schedules according to operating procedures in order to achieve the results required of the business unit
• Manages and structures time effectively

Detail orientation

• Awareness of business unit goals and required work standards
• Checks that work is done according to due processes and work standards to ensure that quality and productivity standards are met

Minimizes errors

• Focusses on details and is thorough in execution

Team orientation

• Works co-operatively with others
• Makes valuable contributions to outputs of the team in order to assist in achieving the required goals/targets
• Sensitive to needs of others and respects their views

Customer service orientation

• Displays a positive attitude when relating to customers
• Demonstrates an awareness and willingness to respond to customers in order to meet their needs, requirements and expectations

Stress tolerance

• Maintains effective work behavior and attitudes in the face of setbacks or pressure
• Remains calm, stable and in control of own emotions and responses

Honesty and reliability

• Possesses and adherence to high professional standards and principles
• Maintains honesty and fairness

Creativity

• Generates new ideas and ways of working/doing things
• Comes up with different ways of working that are not usual/common

Persuasion

• Convinces others by creating an impact
• Communicates in a manner that is convincing and that influences someone to act in favour of a recommendation

Communication

• Expresses self clearly in an understandable manner verbally and in writing

Analytical thinking

• Breaks down complex information from different sources into manageable parts
• Deduces patterns, discrepancies, pros and cons and relationships within information

Decision making

• Examines the options available
• Forecasts the outcomes and impacts of each option and determine which option is the best for a particular situation

Numeracy and literacy

• Possesses mathematical and language skills needed to cope with everyday life
• Able to compute simple mathematical tasks and equations
• Able to read, write and understand commonly used language

JOB REQUIREMENTS

• Education background: degree in business-related field
• Not less than 2 years of work experience in retail operations in a supervisory role.
• Atleast two reliable referees from previous workplaces, with no criminal record.
• Flexibility and ability to travel across borders within Africa.
• Salary and benefits – negotiable, depending on experience and competencies.