Shop Manager

The Shop Manager shall overview the operational and commercial performance of the shop which includes driving sales and profitability, leading and developing the shop team, and ensuring exceptional customer service.

JOB DUTIES:

Operational Management

• Oversee daily store operations, ensuring smooth opening/closing procedures.
• Drive sales and achieve store financial targets (sales, profit, budget).
• Execute head office planograms and maintain high visual merchandising standards.
• Manage inventory levels to minimize out-of-stocks while controlling waste and shrinkage.

 Financial Accountability

• Manage the store's Profit & Loss (P&L) statement.
• Control operational costs (labor, supplies, utilities, shrinkage).
• Oversee payroll, scheduling, and approve timesheets within budget.
• Ensure strict cash handling procedures and deposit management

Team Leadership & People Management

• Train and onboard new employees.
• Create staff schedules that meet operational needs.
• Conduct performance reviews, provide coaching, and manage disciplinary actions.
• Motivate staff, resolve conflicts, and maintain high team morale.
• Ensure all mandatory training (safety, hygiene, compliance) is completed.

 Customer Service Excellence

• Set the standard for exceptional customer service.
• Handle escalated customer complaints and service recovery personally.
• Monitor customer feedback and implement service improvements.
• Act as the store's public face in the local community.

  Safety, Hygiene & Compliance

• Ultimate responsibility for store safety (food safety, fire safety, physical safety).
• Enforce all hygiene, sanitation, and cleaning protocols.
• Ensure compliance with health department, labor, and licensing regulations.
• Conduct regular safety audits and risk assessments.
• Manage incident reporting and emergency response procedures.

 Store Standards & Maintenance

• Maintain overall store appearance, cleanliness, and organization.
• Oversee equipment functionality and coordinate with head office for repairs/maintenance (refrigeration, POS, etc.).
• Manage relationships with vendors and service providers.

 Communication & Reporting

• Report KPIs, sales results, and critical issues to Operations Manager.
• Communicate company goals and policies to the store team.
• Complete administrative paperwork and reports accurately and on time.

 Loss Prevention & Security

• Implement and monitor procedures to prevent theft (internal and external).
• Manage security systems and assist in investigations