Role Purpose

The Shop Manager is responsible for managing the store operations and staff in order to deliver the highest standards of customer service and to maximize sales and profitability in line with company’s objectives.

Key Responsibilities:

Solve critical store operational problems including customers’ complaints, in order to ensure operational effectiveness and to increase customers’ satisfaction.

Assist in recruiting and selecting shop staff by verifying job-fit and team-fit of candidates.

Manage annual allocated budget by monitoring expenditure up to set limits, optimising and reducing costs where possible and reporting variances versus budget.

Ensure the stock is effectively measured and controlled and manage order placement activities to maximize sales and meet stock performance objectives.

Monitor the shop hourly revenue and prepare staff schedule accordingly in order to ensure that the Shop/Department manpower is effectively matched to operational requirements in a cost effective manner.

Prepare management information reports on store performance in order to allow informed decision making.

Ensure the effective communication of sales plans and targets to the Shop/Department team, managing performance, developing and motivating employees, in order to ensure the highest levels of performance and the achievement, or exceeding, of sales targets.

Evaluate on a bi-yearly basis the performance of the Customer Service Manager (for Virgin only), the Assistant Manager, Department Manager, Sales Associates ,Cashiers and Stock Keepers as per company guidelines.

Manage Shop events and marketing activities by ensuring proper coordination with suppliers, media, and other concerned parties.

Perform other shop related activities such as overseeing the shop merchandising, verifying the cleanliness, display and maintenance of the Shop window, placing orders and other.

Qualifications

Bachelor’s Degree

3 years of experience in a managerial role

Previous experience in the industry/retail is a major plus

Strong knowledge and understanding of store operating procedures

Fluency in English

Proficiency in MS Office

Strong product knowledge

Role Purpose

The Assistant Manager is responsible for supporting the Shop/Department Manager in the effective running of the Shop/Department and replacing him/her when needed, in order to ensure the highest standards of customer service are achieved and maintained. 

Key Responsibilities

Communicate sales plans and targets to the Shop/Department team, monitor performance on an ongoing basis, and suggest corrective actions to hierarchy when needed.

Assign routine and non-routine tasks and assist in the schedule preparation for the Sales Associates, Cashiers and Coordinators (when applicable) and ensure that activities are carried out in the most efficient manner.

Greet customers and ensure that they are served by shop staff in a timely manner and in compliance with quality and customer service standards.

Report occurring operational issues and handle customer complaints in a timely manner, suggest solutions or escalate them as appropriate in order to ensure operational effectiveness and customer satisfaction.

Handle or assist the Shop/Department Manager in handling the maintenance of inventories and placement of product orders to ensure effective stock management and availability of products.

Motivate team members and provide them with the necessary support in terms of training and development in order to optimize sales results.

Supervise the Opening process of the shop in order to ensure that all set procedures regarding petty cash, reporting, systems, etc. are respected.

Specific for Sports Goods: Communicate with local suppliers, negotiate prices and place orders.

Specific for Sports Goods: Handle the closing of the Shop in coordination with the Cashier by controlling the preparation of cash money, electronic cards slips, discounts, and VAT vouchers; ensure their delivery to the Accounting Department in compliance with company policies and security standards.

Specific for Sports Goods: Perform other related activities such as communicating shop events and promotions to customers through social media tools, liaising with wholesales customers to ensure timely answering of their needs, liaising with local sports clubs and other.

Qualifications

Bachelor’s Degree

1 – 2 years of experience in a managerial role; experience in retail is a plus

Good product knowledge and understanding of store operating procedures

Proficiency in MS Office

Fluency in English

Deep product knowledge across all departments