Floor Manager

JOB

DESCRIPTION & JOB SPECIFICATION

Designation: Manager - Floor Sale

Primary Responsibilities:

Responsible for managing day-to-day retail floor

operations, leading the sales team and ensuring an excellent customer experience.

Drive sales achievement through effective customer handling, product

demonstrations, upselling, cross-selling, customer relationship management

and systematic monitoring of sales team performance.

Job

Description:

1.    Manage day-to-day sales floor operations,

ensuring that the store is adequately staffed, products are properly

displayed and customers receive prompt attention throughout their shopping

experience.

2.    Lead, guide and supervise the retail sales

team to achieve assigned sales targets, improve individual productivity and

maintain consistent customer service standards.

3.    Ensure every customer is appropriately

greeted, understood and guided through the purchase journey, including need

identification, product explanation, demonstration, objection handling and

purchase closure.

4.    Drive upselling and cross-selling by

coaching sales personnel to identify additional customer needs and recommend

relevant products, accessories or complementary items to improve the value of

each transaction.

5.    Monitor customer walk-ins, enquiries, sales

conversions, average transaction value, units per transaction and individual

sales performance to identify opportunities for improvement.

6.    Ensure the sales team is adequately

informed about product specifications, features, condition, pricing, warranty

or return terms, and other relevant details required for accurate customer

communication, particularly for Open Box and Re-Commerce products.

7.    Personally handle high-value customers,

complex product enquiries, customer objections and escalated complaints to

ensure satisfactory resolution and protect customer relationships.

8.    Develop and maintain customer relationships

through systematic follow-ups, feedback collection, repeat purchase

initiatives and referrals, wherever appropriate.

9.    Conduct regular floor briefings and

coaching sessions to communicate sales targets, product priorities,

promotional schemes, customer-handling standards and improvement areas.

10. Monitor sales team adherence to approved

pricing, discounting, billing, promotional and customer communication

policies and prevent unauthorised commitments or deviations.

11. Coordinate with the inventory / warehouse

team to monitor product availability, replenishment requirements, product

display and stock movement, ensuring that customer demand is addressed

effectively.

12. Monitor slow-moving products and ageing

inventory and guide the sales team in improving product visibility, customer

engagement and sales conversion for such items.

13. Ensure that customer complaints,

product-related concerns, returns and other post-sales issues are recorded

and coordinated with the relevant department for timely resolution as per

Company policy.

14. Review daily sales performance against

targets, identify gaps in conversion or team productivity and implement

corrective actions through individual guidance, coaching and floor-level

interventions.

15. Prepare and submit daily and periodic sales

reports covering sales achievement, customer walk-ins, conversions, average

transaction value, upselling performance, customer feedback and other

prescribed parameters.

Role Specifications:

Reporting to:

1.    Store Manager

Position reporting into this role:

1.    Sales Executive

Required Skills:

1.    Retail Sales Management

2.    Team Leadership & Supervision

3.    Customer Handling & Relationship Management

4.    Sales Conversion & Negotiation

5.    Product Demonstration & Presentation

6.    Complaint Handling & Conflict Resolution

7.    Upselling & Cross-Selling Techniques

8.    Sales Target Management

9.    Performance Monitoring

10. Inventory Awareness

11. Product Display Management

12. Communication, Coaching &

Interpersonal Skills

13. Sales MIS & MS Excel

14. Problem Solving

15. Decision-Making

Primary Internal Interactions:

Primary

External Interactions:

1.      Store Manager

2.      Sales Executives

3.      Warehouse Team

4.      Accounts & Billing Team

5.      Procurement Team

1.    Walk-in Customers

2.    Repeat Customers

Job Specifications:

Educational Qualification:

1.    Graduate in any discipline; qualification in Retail Management,

Sales, Marketing or Business Management preferred.

Work Experience:

1.    3–6 years of relevant experience in retail sales, with

at least 1–2 years in a team-leading or supervisory role.

2.    Experience in consumer products, electronics, Re-Commerce

or Open Box retail is preferred.

Pay Scale

1.Location

       1.   Job Location:.

       2.    Candidate’s Location:

Key Result Areas & Key Performance Indicator

Key Result Areas:

1.    

Sales Target Achievement

2.    

Sales Conversion

3.    

Upselling & Cross-Selling

4.    

Sales Team Productivity

5.    

Customer Experience & Relationship

Management

6.    

Product Knowledge & Sales Process

Compliance

7.    

Inventory Movement & Product

Availability

8.    

Customer Complaint Resolution

9.    

Sales Reporting & Performance Review

Key

Performance Indicator:

1.    

Minimum 95% of the assigned monthly store

sales target is achieved.

2.    

Minimum 25% of qualified customer enquiries

/ walk-ins are converted into sales, subject to the store’s established

baseline and customer traffic.

3.    

Minimum 15% of eligible transactions include

an approved upsell or cross-sell opportunity, subject to product category and

availability.

4.    

Minimum 90% of eligible sales team members

achieve their assigned monthly sales objectives.

5.    

Minimum 90% positive customer feedback is

achieved against the defined customer experience assessment criteria.

6.    

100% of assigned sales team members complete

scheduled product knowledge and sales process briefings, with compliance to

approved pricing and customer communication policies.

7.    

Minimum 90% of identified fast-moving / priority

inventory is sold within the defined ageing period, subject to stock

availability and demand.

8.    

Minimum 90% of customer complaints assigned

to the Floor Manager are resolved or formally escalated within the defined

service timeline.

9.    

100% of prescribed daily and monthly sales

reports are submitted within the defined timeline.