Cluster Manager/Retail Manager - Bateel

Working Location

The role is a hybrid retail and office-based position. The Cluster/Retail Manager is required to spend several days each week at assigned retail stores to oversee store operations, staff performance, and customer service, with the remaining days based at the office for planning, reporting, coordination, and administrative responsibilities. The work schedule may be adjusted according to business and operational requirements.

Job Purpose

To oversee the efficient and effective operations of assigned retail stores, with overall responsibility for driving sales, profitability, operational excellence, and team productivity. The role is responsible for leading, coaching, and developing retail teams to achieve business objectives and support the growth of the brands within the assigned portfolio.

Key Responsibilities

1. Sales & Profitability

• Take overall responsibility for the sales performance and profitability of the assigned brand retail stores.
• Develop and implement action plans to achieve sales and profitability targets.
• Monitor store performance and identify opportunities to improve sales, productivity, and operational efficiency.
• Analyze sales performance and trends, identify gaps, and recommend appropriate corrective actions.
• Drive the achievement of store and individual sales targets through effective team management and execution.

2. Human Resources, Staff Management & Training

• Support the recruitment, onboarding, development, and retention of frontline retail staff.
• Ensure all staff receive appropriate training, product knowledge, and operational guidance to perform their roles effectively.
• Monitor staff performance and address performance issues in a timely and professional manner.
• Ensure all employees comply with company policies, procedures, and Standard Operating Procedures (SOPs).
• Work closely with the retail team to resolve customer-related issues in a timely and professional manner.
• Foster a positive, collaborative, service-oriented, and performance-driven team culture.
• Identify training and development needs and provide appropriate coaching and follow-up.

3. Marketing & Promotions

• Work closely with the Brand Manager to plan and execute the promotional and marketing calendar.
• Contribute ideas and recommendations based on store performance, customer feedback, market observations, and business needs.
• Support the execution of in-store promotions, brand activities, and events.
• Monitor and report on the effectiveness of store activities, promotions, and brand events.
• Ensure promotional activities are executed according to approved guidelines and timelines.

4. Store Operations

• Ensure all stores consistently adhere to brand standards, operational procedures, and company guidelines.
• Maintain high standards of visual merchandising, product presentation, cleanliness, and overall store appearance.
• Ensure all store equipment and facilities are maintained in good working condition and promptly report any repair or maintenance requirements.
• Monitor store operations to ensure efficient utilization of resources and adherence to company standards.
• Work closely with the Brand Manager to review sales, discounts, stock movements, and category performance, and provide relevant operational feedback.

5. Inventory Control

• Monitor store stock levels to ensure sufficient product availability to support sales while avoiding overstocking.
• Manage and monitor stock replenishment and delivery schedules to ensure timely product availability.
• Ensure inventory control policies and procedures are consistently followed to minimize stock discrepancies, wastage, and losses.
• Monitor stock movement and ensure proper stock rotation using the FEFO (First-Expired, First-Out) principle in retail stores.
• Identify slow-moving, excess, or ageing inventory and recommend appropriate actions.
• Monitor stock variances and investigate discrepancies where required.

6. Customer Service

• Ensure consistently high standards of customer service are maintained across all assigned stores.
• Provide guidance, coaching, and training to staff on handling customer enquiries and complaints professionally and effectively.
• Support the resolution of escalated customer complaints and operational issues when required.
• Monitor customer feedback and identify opportunities to improve the overall customer experience.
• Ensure staff consistently uphold the brand's service standards and values.

7. Reporting & Administration

• Prepare and submit regular sales, operational, inventory and other reports as required.
• Monitor and communicate key operational issues, business opportunities, and recommendations to the Brand Manager in a timely manner.
• Maintain accurate and timely records relating to store operations, inventory, staffing, and performance.
• Work collaboratively with relevant departments, including Marketing, E-Commerce, Finance, HR and Warehouse teams, to support smooth business operations.

8. Other Responsibilities

• Support the E-Commerce team to ensure proper fulfilment of online orders.
• Undertake other ad-hoc operational projects, assignments, and events as assigned by the company.
• Perform any other duties and responsibilities reasonably required to support the efficient operation and growth of the business.

Key Performance Areas

Performance in this role will be measured against key areas including:

• Store operational standards and overall operational discipline.
• Achievement of sales and business targets
• Inventory accuracy and stock loss control
• Staff productivity, development, and retention
• Customer service standards and customer experience
• Execution of marketing and promotional activities
• Compliance with company SOPs, policies, and brand standards