Retail Manager

About the role

At Nasty Cookies, we are looking for a hands-on and results-driven Retail Manager to oversee the performance, standards, and day-to-day execution of our retail outlets. The Retail Manager will work closely with the Management Team and Store Leads to ensure stores consistently achieve sales targets, maintain operational and hygiene standards, and deliver strong customer experience. The role will have ownership of the retail floor, with a focus on store performance, campaign effectiveness, manpower and product planning, compliance, stock management, Store Lead development, and continuous improvement.

Key responsibilities

Retail Operations & Store Performance

• Own overall retail floor performance and ensure stores meet sales, operational, and service standards.
• Work closely with Store Leads to monitor performance, identify gaps, and implement improvement plans.
• Review the stores and identify key drivers, issues, and required actions.
• Conduct regular store visits to assess operations, customer experience, cleanliness, product presentation, and SOP compliance.
• Identify operational bottlenecks and drive timely solutions with Store Leads and relevant departments.

Sales, Campaigns & Business Performance

• Monitor daily, weekly, and monthly sales and identify trends and performance gaps.
• Analyse campaign and promotion results to assess effectiveness and recommend improvements.
• Ensure campaigns, new products, and retail initiatives are properly executed across stores.
• Provide Management with regular updates on sales performance, campaign results, key issues, and recommendations.

Product & Manpower Planning

• Plan product and manpower requirements based on sales forecasts, campaigns, seasonality, and peak periods.
• Review Store Lead-prepared schedules to ensure appropriate manpower coverage and deployment.

Store Leads & Training

• Manage, coach, and develop Store Leads and hold them accountable for store performance, team management, and SOP compliance.
• Train Store Leads on team leadership, customer service, complaint handling, and operational problem-solving.
• Develop Store Leads to effectively train and manage their own store teams.
• Conduct regular performance reviews and follow up on improvement areas.

Stock, Compliance & Store Standards

• Oversee monthly stocktakes and review stock variances, wastage, and inventory issues.
• Ensure stores maintain required retail licences, pest control schedules, FHC requirements, hygiene standards, and audit compliance.
• Review audit findings and ensure corrective actions are completed within required timelines.
• Monitor and maintain consistent SOP, cleanliness, product, and service standards across all stores.

Customer Experience & Mystery Shopper

• Monitor mystery shopper results, customer feedback, and complaints to identify service gaps.
• Work with Store Leads to implement improvements and ensure effective customer service and recovery.

Retail Credit Board & Reporting

• Maintain the Retail Credit Board and track store performance, accountability, and outstanding action items.
• Prepare regular reports covering sales, campaigns, manpower, stock, audits, mystery shopper results, and operational issues.
• Highlight key trends, risks, and recommended actions to Management.

Continuous Improvement

• Identify recurring operational issues and bottlenecks and implement practical solutions.
• Review and improve retail processes and SOPs to increase efficiency, consistency, and store performance.
• Track improvement initiatives and ensure actions are implemented across stores.

About you

• Bachelor's Degree or Diploma in Business, Retail Management, Hospitality, F&B Management, or a related discipline.
• At least 5 years of progressive experience in retail, F&B, hospitality, or multi-site operations, with at least 1-2 years in a managerial or leadership role.
• Prior experience managing multiple retail outlets or a multi-site F&B operation is highly preferred.
• Experience in a fast-growing F&B, retail, FMCG, or consumer-facing business is highly advantageous.
• Proven track record in driving sales performance, operational excellence, and team productivity.
• Excellent operational and organizational skills with the ability to manage multiple outlets and priorities simultaneously.
• Strong analytical and problem-solving capabilities with the ability to interpret sales and operational data.
• Customer-focused with a strong understanding of F&B retail service standards and customer experience.
• Proficient in Microsoft Excel, retail POS systems, inventory management systems, and other relevant business/retail platforms.
• Willingness to work weekends, public holidays, and outside standard working hours when required.