Retail and Store Manager

Role & responsibilities

The Retail & Store Manager is responsible for driving store sales, delivering an exceptional customer experience, managing day-to-day store operations, leading the store team, and ensuring the highest standards of inventory control, security, and visual merchandising. The role requires a strong focus on achieving business targets while maintaining the brand's reputation for luxury service and operational excellence.

Key Responsibilities

Sales & Business Development

• Achieve monthly, quarterly, and annual sales targets.
• Maximize revenue through upselling and cross-selling.
• Drive customer acquisition and repeat business.
• Monitor daily sales performance and implement action plans to improve results.
• Ensure achievement of KPIs such as conversion rate, average bill value, and units per transaction.

Customer Experience

• Deliver premium customer service aligned with brand standards.
• Build and maintain long-term relationships with high-value customers.
• Resolve customer concerns professionally and promptly.
• Handle VIP clients and ensure personalized shopping experiences.
• Collect and act on customer feedback.

Store Operations

• Oversee complete day-to-day store operations.
• Ensure opening and closing procedures are followed.
• Maintain store hygiene, ambience, and visual merchandising standards.
• Ensure compliance with company SOPs and operational policies.
• Coordinate with corporate teams for smooth store functioning.

Team Management

• Recruit, train, coach, and mentor store staff.
• Conduct daily briefings and sales meetings.
• Prepare staff rosters and manage attendance.
• Monitor employee performance and productivity.
• Conduct periodic performance reviews and provide feedback.

Inventory & Stock Management

• Ensure accurate stock management of jewellery, diamonds, and precious articles.
• Monitor inward and outward stock movement.
• Conduct daily, weekly, and monthly stock verification.
• Minimize stock discrepancies and inventory losses.
• Coordinate with inventory and audit teams during stock audits.

Cash & Billing Management

• Ensure accurate billing and cash handling.
• Verify daily cash reconciliation and bank deposits.
• Monitor POS transactions and financial documentation.
• Ensure compliance with billing procedures and taxation requirements.

Security & Compliance

• Ensure adherence to security protocols for jewellery handling.
• Maintain confidentiality regarding stock and financial information.
• Ensure CCTV, vault, and alarm systems are functioning properly.
• Comply with statutory regulations and company policies.

Reporting & MIS

• Prepare daily, weekly, and monthly sales reports.
• Analyze business performance and market trends.
• Share store performance reports with management.
• Maintain customer database and CRM records.

Required Qualifications

• Bachelor's degree in Business Administration, Retail Management, Marketing, or a related field.
• MBA is preferred.

Experience

• 510 years of experience in retail, with at least 3 years as a Store Manager.
• Experience in the jewellery, luxury retail, fashion, or premium lifestyle industry is preferred.

Required Skills

• Strong leadership and team management.
• Excellent sales and negotiation skills.
• Customer relationship management.
• Inventory and stock control.
• Retail operations management.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in MS Excel, POS systems, and retail software.
• Ability to work under pressure and achieve sales targets.

Preferred candidate profile