Store Manager

Position overview

Store and team operations

• Oversee opening and closing, staff allocation, customer service, sales activity, stock management, and store presentation.
• Maintain cleanliness, organisation, visual merchandising, product presentation, and customer experience standards.
• Lead, supervise, motivate, coach, and develop employees; manage schedules, attendance, briefings, and staffing levels.
• Support recruitment, onboarding, training, performance reviews, disciplinary procedures, and employee development.
• Set and monitor targets and KPIs; implement sales initiatives to increase revenue, customer engagement, upselling, cross-selling, and repeat business.

Customers, inventory, and finances

• Build customer relationships and provide personalised service to VIP, repeat, and high-value clients where applicable.
• Handle enquiries, complaints, returns, exchanges, refunds, and service recovery professionally.
• Support promotional campaigns, product launches, seasonal activities, loyalty programmes, and events.
• Oversee receiving, transfers, replenishment, stock counts, inventory accuracy, shrinkage, damaged goods, and stock adjustments.
• Ensure accurate POS transactions, cash handling, refunds, discounts, deposits, and daily cash reconciliations; monitor expenses, costs, petty cash, and budgets within assigned authority.
• Review reports, analyse store performance, identify gaps, and implement corrective actions.

Coordination and controls

• Coordinate with Warehouse, Inventory, Procurement, Logistics, Finance, Marketing, suppliers, contractors, landlords, maintenance providers, and building management.
• Maintain controls for high-value products, cash, keys, access, confidential information, and company assets.
• Ensure compliance with company policies, retail procedures, safety requirements, security standards, and applicable regulations.
• Investigate incidents, stock discrepancies, security issues, complaints, and other store problems.
• Maintain employee, sales, inventory, customer, financial, and operational records; prepare daily, weekly, and monthly reports.
• Maintain store equipment and facilities, support openings, renovations, relocations, exhibitions, and events, and identify continuous improvement opportunities.

Requirements

• Proven experience in store management, retail management, branch operations, sales management, or a similar customer-facing management role.
• Strong experience managing retail operations, sales performance, customer service, inventory, and store teams.
• Ability to lead, motivate, train, coach, and manage employees effectively.
• Understanding of sales KPIs, conversion rates, average transaction value, retention, upselling, and cross-selling.
• Experience with POS, inventory management, CRM, scheduling, reporting, and Microsoft Office systems.
• Understanding of cash handling, stock control, shrinkage prevention, refunds, discounts, expenses, and basic store financial management.
• Strong communication, leadership, negotiation, customer service, problem-solving, organisation, time management, and commercial analysis skills.
• Understanding of workplace safety, security, loss prevention, and retail compliance; ability to work flexible retail hours.
• A related diploma or degree is preferred. VIP, loyalty, premium product, high-value transaction, luxury or specialty retail experience and relevant certifications are advantageous.