General Manager - Retail Sector at Smart Partners

Job Summary

• The General Manager (Retail) is responsible for driving the overall performance, profitability, growth, and operational excellence of the retail business. The role oversees sales, operations, customer experience, inventory management, people management, and strategic execution across all retail outlets to ensure sustainable business growth and market competitiveness.

Key Responsibilities

Strategic Leadership

• Develop and implement retail business strategies aligned with organizational objectives. 
• Drive revenue growth, market expansion, and profitability initiatives. 
• Monitor industry trends, competitor activities, and customer preferences to identify business opportunities. 
• Lead business planning, budgeting, and forecasting processes. 

Retail Operations Management

• Oversee day-to-day operations of all retail stores and branches. 
• Ensure compliance with company policies, operational standards, and regulatory requirements. 
• Optimize branch performance, productivity, and operational efficiency. 
• Implement best practices to improve service delivery and customer satisfaction. 

Sales & Revenue Growth

• Drive achievement of sales targets and business KPIs. 
• Develop promotional campaigns and sales initiatives to increase customer acquisition and retention. 
• Analyze sales performance and implement corrective actions where necessary. 
• Identify new revenue streams and business development opportunities. 

Inventory & Supply Chain Management

• Ensure effective stock planning, replenishment, and inventory control. 
• Minimize stock losses, shrinkage, and obsolete inventory. 
• Collaborate with procurement and logistics teams to maintain product availability. 
• Monitor stock turnover and optimize inventory levels. 

Financial Management

• Manage operational budgets and cost control measures. 
• Review financial reports and profitability metrics. 
• Drive initiatives to improve margins and reduce operational costs. 
• Ensure accountability for financial performance across retail locations. 

Customer Experience Management

• Champion a customer-centric culture across all retail outlets. 
• Monitor customer feedback and implement service improvement initiatives. 
• Ensure consistent delivery of exceptional customer experiences. 
• Resolve escalated customer complaints and service issues. 

People Leadership

• Lead, coach, and develop retail management teams. 
• Drive performance management and employee engagement initiatives. 
• Identify talent gaps and implement succession planning strategies. 
• Foster a high-performance and results-oriented culture. 

Risk, Compliance & Governance

• Ensure compliance with retail regulations, health and safety requirements, and company policies. 
• Manage operational risks and implement appropriate controls. 
• Safeguard company assets and maintain high ethical standards. 

Key Performance Indicators (KPIs)

• Revenue and profit growth 
• Sales target achievement 
• Branch productivity and operational efficiency 
• Customer satisfaction scores 
• Inventory turnover and shrinkage rates 
• Employee engagement and retention 
• Compliance and audit performance 

Qualifications & Experience

• Master\'s degree in Business Administration, Marketing, Retail Management, or related field. 
• Minimum of 10–15 years\' experience in retail operations, with at least 5 years in a senior management role. 
• Strong understanding of retail business management, sales, merchandising, and customer service. 
• Proven track record of leading multi-location retail operations. 

Competencies

• Strategic Thinking 
• Commercial Acumen 
• Financial Management 
• Leadership & Team Development 
• Customer Focus 
• Negotiation & Stakeholder Management 
• Problem Solving & Decision Making 
• Change Management 
• Data Analysis & Performance Management