SUMMARY:
Luxury Store Manager

POSITION INFO:

1. Job Purpose

The Store Manager is responsible for the overall operational, financial and administrative performance of the store. This includes leading the store team, achieving sales and profitability targets, maintaining excellent customer service, managing stock effectively and ensuring compliance with company policies and procedures.

2. Minimum Requirements

Qualifications

• Matric / Grade 12.

Experience

• Minimum of three years’ retail management or supervisory experience.

3. Required Competencies

• Strong interpersonal and communication skills.
• Bilingual in English and at least one other language.
• Leadership, delegation and conflict-resolution skills.
• Strong attention to detail and analytical ability.
• Excellent administrative and organisational skills.
• Customer-service orientation.
• Training and staff-development ability.
• Visual merchandising skills.
• Sound understanding of HR and Industrial Relations practices.
• Strong commercial awareness, including stock management and retail profitability.
• Financial understanding and budget-management ability.
• Ability to plan effectively and work within established company structures and procedures.

6. Key Performance Areas and Responsibilities

6.1 Operational and Financial Management

• Manage the daily operations of the store in accordance with company procedures.
• Complete, review and submit required daily and monthly reports.
• Manage staff rosters, task allocation and delegation.
• Conduct daily floor walks and address operational concerns.
• Drive the achievement of store sales and performance targets.
• Manage daily banking, cash-ups, gift vouchers, cash returns and change requirements.
• Monitor and control store expenses, wages and other variable costs within approved budgets.
• Manage HR and payroll-related submissions.
• Ensure company communications, memos, newsletters and catalogues are implemented and communicated to staff.
• Monitor staff sales and prevent abuse of company privileges.
• Manage ad hoc payments and debt agreements in accordance with company procedures.

6.2 Customer Service and Sales

• Ensure consistently high customer-service standards throughout the store.
• Manage customer service across the sales floor and till points.
• Manage customer orders, queues and appropriate staffing levels.
• Handle customer queries, compliments and complaints professionally.
• Address concerns identified through mystery-shopper assessments.
• Drive store sales and manage promotional incentives.
• Promote a customer-focused service culture within the team.

6.3 People and Performance Management

• Conduct daily morning meetings and regular staff meetings.
• Manage employee performance against agreed KPIs.
• Delegate responsibilities and follow up on assigned tasks.
• Identify training needs and ensure staff are trained to the required level of competence.
• Maintain required training documentation.
• Apply disciplinary procedures in accordance with the company disciplinary code where necessary.
• Promote a positive and productive team environment.
• Support staff development, talent retention and succession planning.
• Ensure compliance with company dress-code requirements.

6.4 Administrative Effectiveness and Communication

• Maintain accurate timesheets, attendance registers and store records.
• Ensure required daily, weekly and month-end reporting is completed accurately and on time.
• Obtain required authorisation for petty-cash and other expenditure.
• Complete and sign the Daily Manager’s Action documentation and maintain supporting records.
• Follow up regularly on customer orders.
• Maintain effective communication between store staff, Regional Management and Head Office.
• Escalate operational, staffing, stock or customer-related concerns where necessary.
• Ensure company instructions and procedures are communicated and implemented.

6.5 Stock Control

• Manage daily, weekly and monthly stock counts in accordance with company schedules.
• Conduct and follow up on high-risk stock counts.
• Prepare for and manage stock takes.
• Investigate stock discrepancies and implement corrective action where necessary.
• Process authorised stock adjustments accurately.
• Ensure stock is loaded onto the system within the required turnaround time.
• Prioritise urgent stock, including bestsellers, new products and promotional stock.
• Manage daily price changes in accordance with company instructions.
• Ensure received stock is checked and signed off in the Goods Received Register.

6.6 Compliance and Store Standards

• Ensure adherence to company policies, standard operating procedures and control measures.
• Ensure staff performing technical duties have completed the required training before working independently.
• Maintain acceptable store presentation and operational standards.
• Ensure financial, administrative and stock-control procedures are followed consistently.
• Identify operational risks and take appropriate corrective action.