Store Manager

Job Definition: This role is responsible for managing the P&L and driving sales for the NIC Retail Store through efficient store operations, customer service delivery, motivation and retention of store personnel and adherence to company norms.

Brief job description is as follows:

I          Financial:

a.                  To achieve the revenue and profit targets for the store.

b.                 To monitor and control expenses through efficient store operations.

c.                  To ensure return on capital employed through efficient store management and customer service.

d.                 To control variances.

e.                  Implement plans to maximize sales and meet or exceed budget.

II        Customer:

a.                  To ensure setting up conducive environment at the store.

b.                  To create seamless customer service orientation among store employees by ensuring timely and efficient customer service.

c.                  To understand customer needs and fulfill need gaps by suggesting the most optimal solution with respect to product, services and customer care in a timely manner.

III       Operational:

a.                  To forecast and plan for the volume levels for achieving the store targets.

b.                 To ensure achievement of set targets in terms of service standards for customer transactions and operations

c.                  To oversee all point of sales activities in the store which includes - tracking customer orders and payments, registering sale and maintaining inventory updates, providing service and gathering customer feedback for continuous improvement.

d.                 To implement local store marketing plans and drive sales promotion initiatives.

e.                  To ensure that the store is in compliance with all employment and state laws

f.                   To ensure the company policy and procedures are communicated in a timely manner and adhered to accordingly.

g.                 To monitor sales figures vis-à-vis forecast and interprets trends to facilitate planning.

h.                 To oversee the inventory process in the store for both retail and FT sales.

i.                   Responsible for timely recruitment in line with store targets to ensure proper customer service.

j.                   Supervising staff briefings to review performance on a daily basis.

k.                 Constantly innovating methodologies to improve customer footfalls

l.                   Scheduling of floor manpower to customer ratio to adequately meet the customer interface.

m.               Provide timely feedback to HO to steer and maneuver strategies and achieve business goals.

n.                 Ensure compliance with all policy and procedures.

o.                 Ensures that the stores maintains outstanding customer care standards by providing a friendly environment that treats each customer as a guest with respect and courtesy while providing them with quick and friendly service.

IV       People Management:

a.                  To cultivate, promote and maintain company's culture through teamwork, collaboration, development of people and achievement of targets.

b.                 To ensure staff presentation is in line with company preferred standards.

c.                  To manage and motivate the store team to increase sales and ensure efficiency.

d.                 To upgrade the talent of the store team who can create future leaders.

e.                  To ensure customer service training is provided to all store employees.

f.                   To ensure timely review and feedback takes place for all store employees.

V        Key Performance Indicators:

a.                  Net profit for the restaurant.

b.                 % increase in talent retention.

c.                  % Target vs. actual Net Promoter Score

d.                 % reduction in customer complaint cycle time

e.                  Accurate and timely preparation / submission / review of reports - sales, order intake, new orders, profitability to provide inputs for strategic planning

f.                   % decrease of loss on account of damage and variances.