POSITION DESCRIPTION DOCUMENT

BASIC INFORMATION
Position Title Job Family
Manager - Store (Concept) Retail Sales and Operations

Function / Department

Retail (Store Operations)

POSITION DETAILS
To be filled up as per the requirement of the business / unit / function / concept / territory

Grade Corporate/Concept/Territory
Territory

Reporting To Concept Name (If Applicable)

LOCATION DETAILS
Please mention the correct office location of the position selected above and fill in the other geographic details

Base Location (City)

Country

POSITION OBJECTIVE
The job holder will be responsible for managing the P&L and driving sales for the store through efficient store operations, visual merchandising, customer service delivery, motivation and retention of store personnel and adherence to company norms.The job holder is also responsible for sponsoring and coaching the team.

DO Key Responsibilities
Customer FocusEffective resource planning for customer service Ensure regular training of store staff on all aspects of customer service,product knowledge and selling skills Implements a high standard of customer focus within the storeRegularly assesses customer service standards within storeCreate seamless customer service orientation among store employees by ensuring timely and efficient customer serviceEnsure customer needs are met and complaints/queries are resolved in a timely manner Assess mystery shopping feedback and prepare action plan for improvement

1.

2.

Sales and Commercial ProfitAchieve the revenue targets for the store Achieve target productivity metric ( sales per person per day, staff per sqft) for the store Actively seeks ways to achieve or exceed shop sales targetsMonitor and control expenses ( overtime, local,stock and consumables) through efficient store operations Interpret and act on operational profit and sales reports generated through finance and focus on improving under-performing areas Monitor sales performance against last year, last week and budget on a daily and weekly basis and to give feedback to managers and also to communicate to staff

Shop Keeping and Store Standards 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 sale and maintaining inventory updates, providing service, handling returns and refunds, gathering consumer data for feedbackOversee and monitor the inventory management in the store ( stock availabililty,order management, back store management, stock movement within 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 cas, pos cash elements, change floats)Regularly audit own store administration and resolve any issues

3.

Monitor and continuously seek to understand commercial environment, local trading patterns, competitor activity and market trends in the retail sector and their impact on 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 (slow moving, fast moving and non moving items) 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, important trading/promotional events are taken account of when preparing forecasts and staff rosters

4.

People ManagementEnsure store expectations and priorities are communicated to staff Review and provide regular feedback on staffs performance against expectations Carry out regular and relevant in-store training and enrol staff on relevant Learning and Development courses Support induction of new recruits through 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

DISPLAY
QUALIFICATION
Basic Qualification / Education / Vocational Training Advanced Qualification / Certification / Specialist Training Minimum Experience Specific / Relevant Experience
Good Knowledge of retail processes and retail industry Result orientation Teamwork & collaborationCommunication skillsProactiveness and flexibility Report writing skills Leadership skills Coaching and Mentoring skills Customer service orientation Good Knowledge of Merchandising, Stock Management and Inventory processes High School Diploma

Graduate/ Post-graduate degree in Business Administration with specialization in Marketing

COMPETECIES

EXPERIENCE

Skills and Capabilities

DELIVER
Perspective Key Result Area (KRA) Measure
Accuracy in meeting Sales Target of the Store Sales per employee/ sq. ft Gross Margin % improvement in ATV Increase in customer footfalls % reduction in the operating costs Cost of Damage/Loss goods on physical or invisible

Maximise Sales and Profitability

Financial

Reduce store operating costs Loss Prevention

Optimize Inventory process

Inventory levels as against target Customer Feedback (Scores / No. of Complaints) Mystery shopping Score Customer Feedback Score / Mystery shopping Score

Enhanced store experience

Customer
Increase in customer awareness on products

Current Processes (Internal)

Adherence to SOPs (Internal to the organization)

% deviations from the defined SOPs (Audit score/Mystery shopping) Customer Feedback Score % of instances of stock outs

100% stock availability

Enhance the technical and behavioural skills of the store team

Number of training programs attended by self/ % improvement in performance pre and post training session or review to review Attrition rates

"Build" for Future" (Capability)

Retention of key talent

Team Engagement

Employee engagement Score

JOB INTERACTIONS
KEY INTERNAL INTERACTION WITH
Warehouse Inventory controller Marketing Manager Visual Merchandiser Human Resources Finance

NATURE OF INTERACTION
For placing orders and ensuring stock availability For placing orders and ensuring stock availability For planning and giving feedback on store promotions For planning and giving feedback on store VM standards For staff issue and grievance resolution and other hr related matters For store operating budget/cost finalization

KEY EXTERNAL INTERACTION WITH

Customer Peers in the Industry

NATURE OF INTERACTION
For customer conversion by displaying excellent customer service To share best in class retail practices

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