Job Description

Overview of the role
The Duty Manager is responsible for overseeing the daily operations of the store, ensuring a high standard of customer service, efficient stock management, and compliance with company procedures and legal requirements. In this role, the jobholder will lead and motivate the department, manage store openings and closings, and handle cash counting, particularly in larger stores. The jobholder will also collaborate with the Operations Team Lead (when applicable) to review key performance reports and take action to optimize sales and operational efficiency.
What you will do
Lead and Engage the Department Team

• Lead, motivate, and inspire a high-performing team to meet and exceed sales targets.
• Foster a positive and collaborative team environment, ensuring staff are motivated, engaged, and equipped with the skills and knowledge needed to succeed.
• Conduct regular team meetings, one-on-ones, and performance reviews to provide feedback, set goals, and encourage team development.
• Ensure the team is properly trained on product knowledge, customer service standards, and store policies.
• Manage store operations during key times, including openings, closings, and cash counting, particularly in larger stores.
• Ensure smooth transitions between shifts, maintaining operational efficiency and store standards.
• Handle key administrative tasks such as cash reconciliation and ensuring accurate store financial records.

Drive Excellent Service on the Sales Floor

• Ensure all team members deliver exceptional customer service and create a positive shopping experience for every customer.
• Actively engage with customers on the sales floor to provide assistance, handle queries, and resolve any issues promptly.
• Lead by example, demonstrating best practices in customer interactions, upselling, and product recommendations.

Stock Management

• Oversee the efficient management of stock, ensuring accurate stock levels, timely replenishment, and well-organized inventory.
• Manage inventory transfers, ensuring that stock is moved and tracked appropriately across the store.
• Monitor and implement the replenishment app, ensuring that stock is replenished in a timely manner to maintain availability on the sales floor.
• Regularly conduct gap scanning and cyclic counts to ensure accuracy in stock levels, minimize loss, and optimize inventory turnover.

Ensure SOP, Procedures, and Standards Compliance

• Implement and uphold the company's Standard Operating Procedures (SOPs) and operational standards across all customer touchpoints, including Clothing, Food, and Cafe.
• Ensure the department is compliant with all Trading Safety, legal, and health & safety regulations to create a safe and welcoming environment for both customers and staff.
• Regularly review and communicate SOPs to the team, ensuring all policies are consistently followed and best practices are adhered to

Drive sales and profit for the department

• Work with the store leadership team to set and achieve sales targets, continually driving the department's performance.
• Analyse sales data to identify trends, opportunities, and areas for improvement, and develop action plans to maximize sales and profitability.
• Optimize staffing levels based on sales floor traffic and customer demand to ensure excellent service without compromising on operational efficiency.

Collaborate with Visual Merchandising (VM) Team

• Conduct weekly walks with the VM team to review store displays, merchandising strategies, and product placement.
• Offer input on commercial decisions and provide feedback on how merchandising can better support sales objectives.

Skills Required