SUMMARY:
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POSITION INFO:
Purpose of the Role
The Cluster Store Manager is responsible for overseeing the performance, operations, and profitability of multiple retail stores within a specified region. This leadership role requires a hands-on manager with strong commercial acumen, a passion for delivering exceptional customer experiences, and the ability to develop high-performing teams across stores.
Key Responsibilities
Store Leadership & Operations
- Manage day-to-day operations of multiple retail stores to ensure consistent brand standards and operational excellence
- Drive the execution of all visual merchandising, stock, and store presentation guidelines
- Monitor store compliance with company policies and procedures, including health and safety regulations
- Oversee the implementation of promotional campaigns and seasonal launches
Team Management & Development
- Lead, mentor, and motivate Store Managers and their teams to achieve sales and service targets
- Identify training needs and coordinate staff development in partnership with HR and training teams
- Conduct regular store visits, performance reviews, and coaching sessions
- Foster a culture of accountability, collaboration, and excellence across all stores
Sales & Financial Performance
- Drive store revenue, profitability, and KPI achievement across the cluster
- Analyse sales reports and take corrective action to improve underperforming areas
- Control store expenses and ensure budget adherence
- Monitor stock levels and coordinate with logistics and planning to optimise inventory
Customer Experience
- Ensure exceptional customer service and engagement is delivered consistently across stores
- Handle high-level customer complaints or queries escalated from stores
- Champion the brand’s values and ensure every customer interaction reflects the standard
Requirements
- Matric (Grade 12); tertiary qualification in Retail Management, Business, or related field preferred
- Minimum 5 years of multi-store management experience in a premium or luxury retail environment
- Proven track record of achieving sales targets and managing large teams
- Strong operational, organisational, and leadership skills
- Excellent interpersonal and communication skills
- Ability to travel regularly between stores within the assigned cluster
- Proficient in Microsoft Office Suite and retail management systems (e.g., GAAP, Retail Pro, or similar)
- A passion for design, homeware, or lifestyle products is a plus
