General Manager - Retail Store at Smart Partners

Job Summary

• The General Manager is responsible for the overall performance and profitability of the retail store.
• This role drives sales growth, ensures operational excellence, leads and develops store teams, and delivers a superior customer experience while maintaining full compliance with company policies and standards.

Key Responsibilities
Sales & Revenue Management:

• Own and deliver store revenue targets, margin, and profitability (P&L accountability).
• Develop and execute sales strategies, promotions, and in-store activations to drive footfall and conversion.
• Monitor KPIs and implement corrective actions.
• Analyze sales trends and customer insights to optimize product mix and pricing.

Store Operations & Inventory Control:

• Oversee daily store operations to ensure efficiency, cleanliness, and brand standards.
• Manage inventory planning, stock levels, replenishment, and shrinkage control.
• Ensure accurate stock counts, audits, and loss prevention measures.
• Coordinate with supply chain and vendors to ensure product availability.

Customer Experience & Brand Standards:

• Ensure consistent delivery of excellent customer service across all touch points.
• Handle escalated customer complaints and resolve issues promptly.
• Maintain visual merchandising standards in line with brand guidelines.
• Drive customer loyalty initiatives and repeat business.

People Management & Leadership:

• Recruit, train, and manage store staff, including supervisors and sales associates.
• Set clear performance goals and conduct regular appraisals.
• Drive employee engagement, discipline, and productivity.
• Create a high-performance culture aligned with company values.

Financial & Administrative Oversight:

• Manage store budgets, expenses, and cost control measures.
• Ensure accurate cash handling, banking, and reconciliation processes.
• Prepare and present periodic performance reports to management.
• Ensure compliance with statutory, health & safety, and company policies.

Compliance & Risk Management:

• Enforce adherence to internal controls, SOPs, and regulatory requirements.
• Monitor security procedures to prevent theft, fraud, and operational risks.
• Ensure workplace safety standards are maintained.

Key Performance Indicators (KPIs)

• Revenue growth and target achievement
• Gross margin and cost control
• Inventory turnover and shrinkage rate
• Customer satisfaction scores / complaints resolution
• Staff productivity and retention
• Store audit and compliance scores

Requirements

• Master’s Degree in Business Administration, Retail Management, or related field.
• 7–10years’ retail experience, with at least 3–5 years in a leadership role.
• Strong commercial acumen with proven P&L management experience.
• Excellent leadership, communication, and decision-making skills.
• Proficiency in retail systems/POS and basic financial analysis.
• High level of integrity, accountability, and results orientation.

Core Competencies:

• Strategic thinking and execution
• Sales and negotiation skills
• Operational excellence
• People leadership and coaching
• Customer-centric mindset
• Problem-solving and decision-making.