Area

Activities expected to be performed by a Store Manager

Customer focus: Driving Net Promoter Score

 Greeting customers when they enter store and coaching the team to do the same

 Displaying commitment towards providing exceptional Customer Service and ensuring that  associates also treat Customer Satisfaction as a priority

 Dealing with customer service issues such as queries and complaints at store level and ensuring this is consistent with the team

 Striving to have long lasting and fruitful relationships with each of our customers

Driving sales vs. plan

 Driving the sales of the store to meet the allotted targets by allocating the targets to the staff  Developing a culture of high sales performance expectations, i.e. Sales Leadership

 Motivating and inspiring the field team to drive for results

 Assessing field capability and establish performance priorities at group level

People development

(Attrition Control)

 Assisting in recruiting and selecting high potential staff

 Providing effective on-the-job training and guidance to team members making use of company training modules

 Delivering clear, motivating and constructive feedback in a timely manner to all retail associates  Evaluating the training needs of store associates and working closely with L&D department to

execute the developmental plan

 Understanding the reasons for attrition and taking measures to control it

Cash & Inventory management

 Monitoring cash reconciliation to ensure there is no mismatch of store funds  Ensuring availability of required merchandise and services

 Conducting stocktakes regularly

 Ensuring the staff at store level has basic understanding of POS System to ensure transactions are properly and effectively processed

 Performing the necessary quality checks for the new products

 Working very closely with other departments till the product reaches the customer and ensuring the best customer experience to the Customer

Supervision

 Ensuring that all store employees, including the Optometrist, are taken care of and their issues are resolved

 Ensuring that the eye check-ups are conducted as per the SOP and maintain high quality standards

SOP adherence & implementation

 Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees  Updating colleagues on business performance, new initiatives and other important issues

 Scheduling the team’s shift timings to meet the store’s business needs and demands  Ensuring staffing levels are adequate to effectively operate the store

Store upkeep & maintenance

 Maintaining the store as per standards, regularly cleaning the frames and other equipment at the store

 Ensuring the security of all equipment and that there is no shortage of stock units or damage in the store