Store Manager

Customer Focus

• Implement a high standard of customer focus through effective resource planning, regular assessment of customer service standards and timely resolution of complaints / queries within the store, in line with Company policy

• Monthly monitoring of NPS, addressing all key areas of concern and creating action plans with timelines for improvement

• To have a clear understanding of your store customer profile, including but not limited to key demographics such as, age, nationality and gender

• To monitor and continuously seek to understand customer buying patterns and trends from both a local and Gulf perspective

• To personally attend to escalated customer complaints when required

• To empower and support CRM if applicable

• To endorse the Shukran loyalty program and improve member volume and buying behavior

• To obtain open and honest consumer feedback through conducting periodic customer home visits

Commercial Performance

• Achieve the revenue and target productivity metric (sales per person per day, ATV, basket size and conversion) for the store

• Monitor and control expenses (overtime, local, stock and consumables) through efficient store operations

• Actively improve underperforming areas within store based on store sales and finance reports

• Monitor and communicate yearly, weekly and daily sales performance and budgets with management and staff with clearly defined actions for improvement

• Monitor and continually seek to understand the commercial environment, local trading patterns, competitor activity and market trends in the retail sector and their impact on store

• Oversee cash transaction entry and management (petty cash, POS cash elements, change floats)

• Maintain a high level of store health and security for company assets, cash, stock and customer property

• Educate and mentor the team on identifying upsell and cross-sell opportunities

• Ensure BoE standards are met

Offer

• Oversee and monitor sales in store which includes but is not limited to: sales transactions, customer orders and payments, and handling returns and refunds.

• Responsible for the inventory management within store, which includes but is not limited to: stock availability, order management, back store operations, stock movement within store, cycle count, min max planning and stock coverage and density

• Review and analyze stock and sales reports to monitor KDCN products and implement corrective action

• Maintain high standards of visual appearance in the store including all non-retail areas and window themes with adherence to planogram guidance

• Ensure store is well prepared for the sale / promotions

• Ensure store layout is consistently based as per Retail Principles of Visual Merchandising

• Ensure effective Inventory management for the store (order management (min/max), stock consolidation, movement and transfer, optimum stock return and shrinkage)

• Provision of monthly feedback on sales, stock positions, and products.

People

• Ensure that the store is in compliance with the local labor laws and company policy

• Ensure consistent and transparent communication with store staff on business expectations, priorities and store results

• Responsible for Performance Management of store staff through timely KPI setting, mid-year and annual performance reviews

• Ensure L&D offerings are provided to all staff at the appropriate level in line with personal development plans including on the job coaching, classroom training, in-store training and feedback sessions aligned to Home Centre processes

• Ensure seamless induction and on boarding of new recruits / hires

• Drive engagement and motivation through effective management of staff welfare including accommodation, transport and facility concerns

• Drive people strategy with focus on increasing feminization and nationalization through hiring of nationals and Arab speaking staff

• Ensure participation of team members in the regular health and safety programs conducted for the store

• Monitor and appraise the performance of retail staffs and develop individual career plans and succession planning