Job Purpose
Support the Store Manager in delivering profitable, disciplined and customer-focused store operations. The role acts as second-in-command, translating business priorities into daily execution across sales, customer experience, stock availability, shrinkage control, people productivity, compliance and issue closure, and assumes store leadership in the Store Manager’s absence.
Key Responsibilities / KRAs
Store Performance & Daily Execution
- Translate store targets and priorities into daily action plans for supervisors and concept teams.
- Review daily sales, bills, basket value, stock availability, shrinkage, labour deployment and service indicators; identify gaps and drive same-day corrective action.
- Conduct structured floor walks and verify execution rather than relying only on verbal updates.
- Track operational issues to closure, escalating overdue actions to the Store Manager.
Sales, Customer Experience & Commercial Execution
- Support delivery of sales and profitability targets through strong execution of assortment, availability, pricing, promotions and service standards.
- Monitor customer complaints, escalations, queue conditions and service recovery, ensuring root causes are addressed.
- Ensure promotional, seasonal and brand initiatives are executed accurately and on time.
- Use customer and sales trends to identify opportunities to improve conversion, basket size and repeat visits.
Stock, Shrinkage & Store Standards
- Oversee stock availability, replenishment, merchandising, inventory accuracy and stock rotation across concepts.
- Drive reduction of shrinkage, damages, expiry, wastage and stock discrepancies through control routines and accountability.
- Ensure receiving-to-shelf flow is efficient and high-demand SKUs are prioritised.
- Maintain store presentation, hygiene, equipment readiness and safety standards.
People, Productivity & Workforce Deployment
- Coordinate staffing and shift deployment to match trading patterns, peak periods and business needs.
- Coach supervisors and hold them accountable for team productivity, attendance, conduct and service delivery.
- Identify capability gaps and ensure timely training, coaching and performance interventions.
- Support succession and talent development for frontline and supervisory roles.
Governance, Compliance & Risk
- Ensure adherence to company SOPs, cash controls, food safety, health and safety, loss prevention and other regulatory requirements.
- Validate key controls through routine checks and documented follow-through.
- Escalate material risks promptly and ensure agreed actions are closed within defined timelines.
- Act as Store Manager in their absence and maintain continuity of operations.
Key Performance Indicators
KPI Measurement / Evidence
- Store Sales & Profitability Achievement against store sales and profitability targets; improvement in key commercial drivers.
- Customer Experience Complaint resolution, service standards, queue performance and customer feedback.
- Stock Availability & Accuracy Availability of priority SKUs, stock accuracy, stock rotation and reduced stockouts.
- Shrinkage & Waste Shrinkage, damage, expiry and wastage performance against target.
- People Productivity Labour deployment, attendance, productivity and completion of performance actions.
- Compliance & Closure Audit/SOP compliance and percentage of agreed actions closed within timeline.
Gmail
Yahoomail