Duty Manager

About the role

The Duty Manager leads, inspires and motivates the store team to deliver the highest level of customer service and to achieve top and bottom-line targets. The role manages the store's support departments (Cashiers, Inventory, Customer Care, Visual Merchandising and Security) so that the store operates as an independent profit center.

Key responsibilities

• Monitor and review all support functions against pre-determined targets set in the annual operating plan, including productivity increases and efficiency gains.
• Work with the Area Manager / CM Operations to develop and implement the store's manpower plan and budget, and to set category-specific targets.
• Develop rosters with Team Leaders that give full coverage across all support departments.
• Collate training and development needs and follow up on them so store skills stay current.
• Keep the store aligned with SOPs to prevent loss from damage or pilferage, and report recommended changes to the Store Manager for approval.
• Track department performance daily, weekly and monthly, hold regular team meetings and handle escalated customer queries.
• Check that the store layout follows planograms and visual merchandising follows brand guidelines, and monitor product availability for promotions and campaigns.
• Roll out store projects such as maintenance or improvements on time and to budget, escalating delays to the Area Manager.
• Train store teams to improve productivity and efficiency.

Required profile

• 3-5 years of experience in retail sales, including 2-3 years of people management.
• Postgraduate qualification preferred, preferably an MBA.
• Retail management certification preferred.

Required skills

• Customer focus, result orientation and teamwork.
• Leading people, decision making and communication.
• Business acumen, problem solving, analytical thinking.