Floor Manager at Domeo Resources International (DRI)

Main Function

• The Floor Manager is responsible for ensuring the smooth day-to-day running of the customer-facing areas of the business while delivering an exceptional customer experience.
• The role combines floor supervision, customer relationship management, sales support, front-desk responsibilities, and customer engagement within the kiddies section. The successful candidate will serve as a key point of contact between customers, sales personnel, and management, ensuring that customers receive prompt, courteous, and professional service at every stage of their visit.
• The ideal candidate must be calm, patient, emotionally intelligent, approachable, and diplomatic, with the ability to handle customer concerns and workplace situations professionally without unnecessary confrontation or escalation.

Role Responsibilities
Floor Management & Supervision:

• Supervise the day-to-day activities on the sales floor to ensure smooth and efficient operations.
• Ensure that customers are properly welcomed, attended to, and supported throughout their shopping experience.
• Monitor staff attendance, punctuality, appearance, conduct, and adherence to service standards.
• Ensure that sales staff are actively engaging customers and providing appropriate assistance.
• Coordinate the activities of team members on the floor and ensure tasks are completed promptly.
• Monitor the general appearance, cleanliness, organisation, and presentation of the sales floor.
• Ensure products, displays, and customer-facing areas are properly arranged and maintained.
• Identify operational issues on the floor and resolve them promptly or escalate appropriately.
• Ensure that established company policies, procedures, and service standards are consistently followed.

Customer Relationship Management:

• Build and maintain positive relationships with new and existing customers.
• Welcome customers warmly and create a pleasant, professional shopping experience.
• Attend to customer enquiries, requests, complaints, and feedback in a calm and courteous manner.
• Resolve customer concerns within the scope of authority and escalate complex matters when necessary.
• Follow up on customer complaints and ensure appropriate resolution.
• Identify customer needs and ensure they are directed to the appropriate staff member or service.
• Maintain a customer-focused approach throughout all interactions.
• Gather customer feedback and communicate recurring concerns or suggestions to management.
• Encourage repeat business by ensuring customers feel valued and well attended to.
• Handle difficult or dissatisfied customers with patience, empathy, and professionalism.

Front Desk Support:

• The Floor Manager may be required to work at the front desk when necessary. Responsibilities may include:
• Receiving and welcoming customers and visitors.
• Attending to incoming enquiries in person, by telephone, or through other approved communication channels.
• Directing customers to the appropriate staff members or sections.
• Managing customer appointments, enquiries, or requests where applicable.
• Receiving and accurately recording customer information when required.
• Maintaining a professional and welcoming front-desk environment.
• Supporting basic administrative and customer-service activities at the front desk.
• Ensuring customers are not left unattended or without appropriate direction.
• Kiddies Section Support:
• The Floor Manager may occasionally be assigned to support the kiddies section. Responsibilities may include:
• Welcoming and attending to children and their accompanying parents/guardians.
• Ensuring the kiddies section remains organised, clean, safe, and welcoming.
• Assisting customers in selecting appropriate products for children.
• Providing helpful information about available products and services.
• Monitoring customer interactions within the section and escalating any concerns appropriately.
• Maintaining a patient, friendly, and engaging attitude when dealing with children and parents.
• Ensuring parents / guardians receive appropriate assistance and information.

Sales & Business Support:

• Support the sales team in achieving daily and monthly sales objectives.
• Identify opportunities to improve customer conversion and repeat purchases.
• Encourage effective customer engagement and upselling where appropriate.
• Monitor customer traffic and identify opportunities to improve service delivery.
• Support promotional activities, product launches, and special customer events.
• Communicate customer preferences, trends, and feedback to management.
• Assist management in identifying operational or customer-service improvements that can increase sales and customer satisfaction.

Team Coordination & Staff Support:

• Coordinate team activities during daily operations.
• Provide guidance and support to customer-facing employees.
• Lead by example in professionalism, punctuality, customer service, and workplace conduct.
• Address minor staff issues diplomatically and refer serious or recurring issues to management.
• Encourage teamwork and positive working relationships among employees.
• Help maintain a respectful and harmonious working environment.
• Ensure team members understand and adhere to customer-service expectations.
• Support the onboarding and orientation of new customer-facing employees where required.

Reporting & Accountability:

• Prepare or contribute to daily operational and customer-service reports.
• Report significant customer complaints, operational challenges, and staff-related issues to management.
• Track recurring customer concerns and recommend practical solutions.
• Provide management with feedback on floor operations and customer experience.
• Maintain accurate records of relevant customer interactions and incidents where required.
• Ensure all assigned responsibilities are completed and properly handed over where necessary.

Qualifications and Requirements

• Minimum of a Bachelor's Degree or HND in Business Administration, Marketing, Mass Communication, Hospitality Management, Customer Service, Public Relations, or a related discipline.
• Minimum of 5 years of relevant work experience in customer service, customer relationship management, retail, hospitality, sales, front-desk operations, or a similar customer-facing environment.
• At least 2 years of experience in a supervisory or team-coordination role is preferred.
• Previous experience as a Customer Relationship Executive, Customer Service Officer, Floor Supervisor, Retail Supervisor, Front Desk Officer, or similar role is highly desirable.
• Experience working in a fashion, retail, lifestyle, hospitality, or other customer-focused environment will be an advantage.
• Demonstrated experience handling customer complaints and resolving difficult customer situations professionally.
• A professional certification in Customer Relationship Management, Sales, Hospitality, or a related field is an added advantage.
• Proficiency in Microsoft Office and/or other relevant digital tools.
• Strong written and verbal communication skills.

Core Competencies:

• Customer Service: Customer-focused with strong interpersonal skills. Good listener and problem-solver who understands and responds to customer needs professionally.
• Emotional Intelligence & Temperament: Calm, patient, and diplomatic under pressure. Handles difficult conversations and feedback maturely, exercises self-control, and works well with all personality types without unnecessary conflict.
• Leadership: Self-leadership. Able to supervise and coordinate a team with a firm but respectful approach. Gives clear instructions, upholds standards, and demonstrates accountability, maturity, and sound judgment.
• Communication: Excellent verbal communicator. Professional in phone and face-to-face interactions with customers, children, parents, colleagues, and management. Explains issues clearly and tactfully.
• Organisation & Execution: Detail-oriented, proactive, and organized. Strong time-management and multitasking skills. Remains effective in busy, high-traffic environments and resolves operational issues quickly.