Job Description

Key Responsibilities

1. Business Performance & Commercial Management

Take full ownership of the store's overall sales performance, revenue and profitability.
Develop and execute business strategies to drive sustainable growth and achieve business targets.
Analyse sales performance, business trends and customer behaviour to identify growth opportunities.
Drive sales productivity, customer retention and operational efficiency.
Identify underperformance and implement effective action plans.

2. Store Leadership & People Development

Lead, coach and develop the store team to achieve business objectives.
Establish clear performance expectations and accountability across the team.
Identify high-potential employees and develop future leaders through succession planning.
Oversee manpower planning, workforce productivity and resource allocation.
Foster a high-performance culture built on accountability, collaboration and continuous improvement.

3. Customer Experience & Brand Excellence

Champion exceptional customer experience and ensure consistent service standards.
Drive customer satisfaction, loyalty and repeat purchases.
Oversee complex customer complaints and ensure effective service recovery.
Ensure the team demonstrates strong product knowledge, professionalism and customer engagement.

4. Operational Excellence & Governance

Oversee overall store operations, inventory management, stock accuracy and cost control.
Ensure compliance with company policies, procedures and regulatory requirements.
Maintain high standards of store presentation, visual merchandising and workplace safety.
Identify operational risks and implement appropriate corrective and preventive measures.

5. Business Collaboration & Stakeholder Management

Partner with the Store Manager and Cluster Manager to align store strategies with overall business objectives.
Collaborate with relevant departments to drive business and operational improvements.
Provide regular business performance updates, insights and recommendations to management.
Lead the implementation of company initiatives and business improvement projects.