Retail Store Manager click here
Brief Job Description
Individuals in this role manage the overall operations of the store and ensure its profitability. Thus, this
individual is responsible to control operational expenses and ensure the growth of ‘topline’ and
‘bottom-line’ set by the organization. Individual in this position is responsible for supervising and directing the store staff, taking staffing decisions, ensuring product availability, maintaining visual merchandising standards, ensuring customer satisfaction, optimizing the store’s financial performance and managing safety and security of the store while adhering to the business and store processes.
Personal Attributes
The individual needs to be physically fit to be able to fulfil tasks efficiently and mentally balanced to be
able to motivate self and team to handle unexpected situations, if any. He/she should be able to effectively plan and organize work of self and team and handle pressure. He/she should have business acumen, demonstrate strong interpersonal skills, people management skills and have service orientation.
Optimize inventory to ensure maximum availability of stocks and minimized losses
Description
This unit deals in sub tasks that lead to effective inventory management so as to maximize availability of
stocks and minimize inventory related losses.
Elements and Performance Criteria
Define stock levels as per market trends and consumption
To be competent, the user/individual on the job must be able to:
PC1. maintain, conform and implement the following as per seasonality and market trends: a.
stock levels like average stock level, re-order level b. inventory budgets c. purchase procedures
Monitor receipt and dispatch of goods
To be competent, the user/individual on the job must be able to:
PC2. record and control the following: a. ageing of products b. vendor norms about stocks/return
and damages c. credit period offered by vendors d. price cover policy offered by vendors e.
reverse logistics policies of the organization viz-a-viz vendors policies
Maintain stock records
To be competent, the user/individual on the job must be able to:
PC3. maintain accurate records of stocks bought and sold
PC4. record costs during stock movements
PC5. develop team understanding of stock management systems being followed by organization
PC6. control shrinkage/pilferage of products to minimize losses
PC7. maintain records on shrinkage/pilferage of products
Co-ordinate stock take/cyclical count
To be competent, the user/individual on the job must be able to:
PC8. establish a timely and well-coordinated stock take process
PC9. maintain accurate recording and transmission of data
PC10. determine recording and re-checking of variances
PC11. analyze stock-take data as required by organization
PC12. ensure safety and well-being of team involved in stock-take
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. organization policies on stock management
KU2. organization policies on ordering, receipt and dispatch of goods
KU3. statutory rules and regulations related to inventory management
KU4. concept of inventory management
KU5. negotiation techniques with vendors
KU6. methods of stock taking
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. create relevant reports on inventory
GS2. complete forms related to stock movements
GS3. draft emails to team and other stakeholders with relevant data and facts
GS4. read and understand vendor contracts
GS5. check and audit reports
GS6. analyse reports
GS7. explain relevant organizational policies to vendors
GS8. explain stock taking process to team
GS9. communicate with internal teams to ensure smooth conduct of all processes related to
cyclical counts and audits
GS10. make appropriate decisions regarding the responsibilities of the job role
GS11. complete tasks efficiently and accurately within stipulated time
GS12. plan and track activities to ensure adequate stock levels
GS13. delegate tasks to team members to ensure completion of work efficiently and keeping team
motivated at the same time
GS14. build customer relationships and use customer centric approach
GS15. identify problems immediately and take up solutions quickly to resolve delays think through
the problem, evaluate the possible solution(s) and adopt an optimum /best possible
solution(s)
GS16. analyse data and relevant reports related to inventory management and stock movement
GS17. apply, analyze, and evaluate the information gathered from observation, experience,
reasoning, or communication, as a guide to thought and action
Implement standard operating procedures, process and policy at the store while ensuring timely and accurate reporting
Description
This unit deals in sub tasks that ensure compliance to all policies and procedures of the store while
ensuring completion and timely submission of reports.
Scope
The scope covers the following :
Ensure compliance to all store policies, vendor guidelines and statutory regulations
Ensure maintenance, timely submission and safe keeping of operational records
Elements and Performance Criteria
Ensure compliance to all store policies, vendor guidelines and statutory regulations
To be competent, the user/individual on the job must be able to:
PC1. implement processes in alignment to store policy
PC2. describe relevant store policies/guidelines to the team
PC3. cooperate and collaborate with authorities to conduct store audits as required
PC4. understand all non- compliance issues and work towards resolving the same
PC5. sign off all legal contracts in alignment to statutory requirements
PC6. sign off and honour all terms and conditions in employee contracts
Ensure maintenance, timely submission and safe keeping of operational records
To be competent, the user/individual on the job must be able to:
PC7. describe to the team the importance of records to be maintained
PC8. describe the importance of accurate and error-free collection, preservation and transmission
of data
PC9. conduct checks and audits to ensure quality of data for records
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. organization and store policies
KU2. vendor policies
KU3. statutory guidelines
KU4. government policies and statutes on which the industry operates and the dos and donts
related to the same
KU5. records to be maintained at the store level
KU6. data to be shared with stakeholders and formats thereof
KU7. data mining systems and tools being used by the organization
KU8. internal and external audit process
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. populate documents related to statutory records
GS2. populate documents related to store audits
GS3. populate documents needed by vendors as per their policies and requirements
GS4. draft relevant reports
GS5. read and interpret documents related to statutory guidelines
GS6. read and interpret documents related to organizational guidelines
GS7. read and interpret terms mentioned in vendor contracts
GS8. communicate relevant policies and guidelines to internal teams
GS9. communicate with authorities conducting audits and furnish required information without
revealing confidential data
GS10. make appropriate decisions regarding the responsibilities of the job role
GS11. delegate suitable tasks to appropriate team members to improve efficiencies
GS12. complete tasks efficiently and accurately within stipulated time through effective planning
and organizing
GS13. build relationships with customers, statutory bodies and vendors by using customer centric
approach
GS14. identify problems immediately and take up solutions quickly to resolve delays
GS15. think through the problem, evaluate the possible solution(s) and adopt an optimum /best
possible solution(s)
GS16. interpret and infer data and reports
GS17. break down complex problems into single and manageable components within his/her area
of work
GS18. apply, analyze, and evaluate the information gathered from observation, experience,
reasoning, or communication, as a guide to thought and action
Manage sales and service delivery to increase store profitability
Description
This unit deals in sub tasks that leads to increase in store profitability by improving service operations.
Elements and Performance Criteria
Monitor operation of store equipment and facilitate maintenance of store upkeep
To be competent, the user/individual on the job must be able to:
PC1. understand and implement policies related to store upkeep and maintenance
PC2. ensure store upkeep and maintenance of all equipment in line with policy
PC3. ensure timely checks and repairs of all store equipment
PC4. describe to the team about operating and maintaining store equipment
Identify repeat customers and build relationships with new and existing customers to generate footfall
To be competent, the user/individual on the job must be able to:
PC5. train the team to identify key repeat customers and develop customer retention strategies to
build brand loyalty
PC6. implement strategies to generate additional footfalls
PC7. build relationships with new and existing customers to augment business and brand
reputation
Identify and implement ways to enhance sales and augment customer service
To be competent, the user/individual on the job must be able to:
PC8. train and work with team to implement customer engagement initiatives to enhance
customer satisfaction
PC9. establish a mechanism for collecting feedback from customers for further improvement of
service
PC10. develop robust post-sales services to build brand loyalty and customer satisfaction
PC11. establish a system for addressal of escalations and analyse the cause of escalations to
prevent recurrence
Analyse overall store profitability and monitor the same against targets
To be competent, the user/individual on the job must be able to:
PC12. set sales targets and develop a strategy for achieving the targets
PC13. communicate sales targets and plans to team and motivate team to achieve the targets
PC14. determine requisite resources required to be able to perform optimally to achieve targets
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. standard operating procedures and policies
KU2. customer life cycle
KU3. performance management
KU4. project management
KU5. systems used to access customer data
KU6. systems used by organization to monitor operations and service
KU7. guidelines relating to maintenance of store equipment
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. create reports on sales and service delivery
GS2. complete documents related to customer acquisition and retention
GS3. populate documents related to store audits
GS4. read and understand the store operations manual
GS5. read and understand documents related to policies
GS6. read and understand documents related to customer complaints and requests
GS7. explain operating processes to team and customers, as required
GS8. communicate with external and internal customers to address requests and complaints
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. delegate suitable tasks to appropriate team members to improve efficiencies
GS11. draw up plans to achieve sales targets
GS12. plan and organize service feedback files/documents
GS13. schedule daily activities and draw up priorities; allocate start times, estimate completion
times and materials, equipment and assistance required for completion
GS14. build customer relationships and use customer centric approach
GS15. address customer queries, escalations and grievances
GS16. identify problems immediately and take up solutions quickly to resolve delays
GS17. think through the problem, evaluate the possible solution(s) and adopt an optimum /best
possible solution(s)
GS18. interpret and infer data
GS19. break down complex problems into single and manageable components within his/her area
of work
GS20. apply, analyze, and evaluate the information gathered from observation, experience,
reasoning, or communication, as a guide to thought and action
Check and confirm adherence to visual merchandising plans
Description
This unit deals in sub tasks that ensure that visual merchandising standards are adhered to and
implemented in a manner that enhances its visual impact and improves store profitability.
Scope
The scope covers the following :
Ensure display of merchandise to maximize store profitability and optimize costs
Ensure application of visual merchandising policies and procedures
Liaison with vendors to ensure compliance to visual merchandising norms
Elements and Performance Criteria
Ensure display of goods and merchandise to maximize store profitability and cost optimization
To be competent, the user/individual on the job must be able to:
PC1. establish conformance to retail processes like stock rotation, adjacency principles and product
display norms
PC2. train staff on concept of planogramming and its effective implementation
PC3. confirm that display of products is aligned to updated store planogram
PC4. support company officials for carrying out necessary audits and checks
Ensure application of store policies and procedures with respect to visual merchandising
To be competent, the user/individual on the job must be able to:
PC5. impart training to team on: a. guidelines for store lay out b. guidelines for display of
merchandise and promotion elements (brand and category wise) c. guidelines for executing
promotional events
Liaison with vendors to ensure compliance with visual merchandising norms
To be competent, the user/individual on the job must be able to:
PC6. negotiate with vendors on spacing requirements of the store as against the vendor plans
PC7. negotiate with vendor to arrive at a profitable revenue understanding as against space
allocation
PC8. confirm vendors compliance to visual merchandising guidelines
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. visual merchandising guidelines of the organization
KU2. visual merchandising norms of the vendors
KU3. focus products
KU4. merchandising schemes and visual display themes for the season
KU5. marketing and promotions
KU6. merchandising principles
KU7. planogramming and its execution
Generic Skills (GS)
User/individual on the job needs to know how to:
GS1. record impact of merchandising changes, new themes and schemes
GS2. record impact of promotions and offers
GS3. read documents related to merchandising issued by the head office
GS4. read documents related to merchandising issued by business partners and vendors
GS5. explain organization requirements to team with respect to policies and guidelines
GS6. communicate with internal teams to explain and understand relevant policies and guidelines
GS7. communicate planogram change/s to team
GS8. make appropriate decisions regarding placement of merchandise
GS9. make appropriate decisions regarding the responsibilities of the job role
GS10. delegate suitable tasks to appropriate team members to improve efficiencies
GS11. organize elements of visual display to attract customer attention
GS12. schedule daily activities and draw up priorities; allocate start times, estimate completion
times, materials and equipment required for completion
GS13. build relationships with vendors for smooth execution of visual merchandising displays
GS14. identify problems immediately and take up solutions quickly to resolve delays
GS15. think through the problem, evaluate the possible solution(s) and adopt an optimum /best
possible solution(s)
GS16. interpret and infer data
GS17. break down complex problems into single and manageable components within his/her area
of work
GS18. apply, analyze, and evaluate the information gathered from observation, experience,
reasoning, or communication, as a guide to thought and action
Manage overall safety, security and hygiene of the store
Description
This unit deals in implementation of safety, security and hygiene aspects in the store.
Elements and Performance Criteria
Create awareness amongst staff on health, hygiene and safety through ongoing training and policy
adherence
To be competent, the user/individual on the job must be able to:
PC1. explain store policy and procedures in regards to health, hygiene and safety clearly and
accurately
PC2. organise training at regular intervals on health, hygiene and safety
PC3. provide access to team members on relevant store policies
PC4. provide clear and accurate information on identified hazards and risk control procedures to
team members
PC5. resolve issues raised by staff in alignment with store policies
PC6. establish resource requirements to ensure safe lifting or shifting and manual handling
techniques are applied by staff
PC7. establish resource requirements to handle store emergencies in the prescribed frequency
PC8. establish and maintain reporting procedures to facilitate communication and recording of
details of safety-related incidents
PC9. create awareness on Prevention of Sexual Harassment and enforce adherence to policy
PC10. organise mock fire and safety drills at regular intervals
PC11. adhere to personal grooming standards for self as well as team
Ensure implementation of store security procedures to minimize thefts and losses
To be competent, the user/individual on the job must be able to:
PC12. ensure management of and conformation to store security procedures
PC13. ensure training of team to handle emergencies
PC14. ensure implementation of security measures in case of emergencies
PC15. cooperate with officials in carrying out all audits and checks
PC16. establish resource requirements to ensure equipment is maintained and stored safely
PC17. establish and maintain procedures for risk assessment and integrate with systems of work
Ensure implementation of security procedures with respect to monetary transactions
To be competent, the user/individual on the job must be able to:
PC18. ensure availability of trained staff to handle financial processes
PC19. ensure adherence to security procedures with respect to identification of authorities and
implementation of financial processes
Knowledge and Understanding (KU)
The individual on the job needs to know and understand:
KU1. organizational policies on health, safety and security
KU2. organization policies and procedures with respect to financial transactions
KU3. possible safety hazards in a retail environment
KU4. emergencies in a business environments
KU5. international best practices to minimize thefts and losses in retail environment