Retail Store Manager

**Position Description**
**Store Manager**

**OBJECTIVES**

Ensure the smooth running of the store.

Create an enjoyable atmosphere for staff and customers in accordance with Matchbox Customer Service
Policy.

Maintain a good relationship with other staff and the Matchbox Company.

Continually improve proftability by driving sales to increase revenues and controlling costs.

Meet KPI targets as set by y our franchisee or Area Manager.

Ensure exceptional customer is achieved at all times in the store.

**PLAN**

Prepare budgets and outlooks in consultation with the Matchbox Operations Manager.

Implement a business plan aimed at achieving revenue targets and market share.

Create planning schedules that link staffing levels to anticipated work volumes.

**LEAD**

**a) Recruitment & Induction**

Recruit employees in accordance with the Matchbox policy, training and relevant legislation (Equal
Employment Opportunity).

Complete and forward essential employment documentation to Payroll.

Induct new employees within their first two days of employment.

**b) Training & development**

Ensure the 2IC has been adequately coached and signed on as competent before handling any work tasks or activities.

Oversee the training and development activities of the 2IC for other staff.

**c) Performance appraisals**

Appraise employees at least annually, together with the 2IC.

**d) Communication**

Ensure all employees have access to and act upon, official communications including: safety alerts, newsletters, training materials, career opportunities and policy and procedural updates.

Conduct regular team meetings to convey information, identify and plan improvement opportunities and to seek feedback.

Promote an enjoyable and vibrant work culture within the team.

**e) Employment conditions**

Counsel, discipline and dismiss employees where necessary in accordance with Matchbox policy and relevant legislation.

**f) Legislative compliance**

Ensure all employees understand and comply with their legislative obligations and responsibilities for
Occupational Health and Safety, Equal Employment Opportunity, Taxation, Trade Practices.

**SUPERVISE STAFF**

Ensure staff are punctual for shifts.

Ensure staff maintain a high level of customer service at all times.

Ensure staff maintain a neat and tidy appearance and are in uniform at all times during shifts.

Ensure staff are happy and display a positive attitude at all times during shifts.

Ensure all staff discounts are approved and processed by yourself or the 2IC.

**ORGANISE**

Ensure all employees are clear about the purpose, result and Standard Operating Procedures (SOPs) for all tasks and activities they undertake.

Ensure all written and verbal instructions fit within the daily work schedule and are clear to all concerned.

Oversee daily activities such as cleaning and restocking.

**CONTROL**

**a) Key Performance Indicators (KPIs)**

Regularly measure store KPIs against company standards:

- Sales revenue (actual v budget)
- Profit margin (actual v area average)
- Store contribution to budget
- Percentage expenses to sales
- Percentage debt to sales
- Percentage stock to budget
- Stock Turn Ratio
- Labour Utilisation
- Average transaction amount

**b) Corrective actions**

Devise and implement corrective actions to improve poor performance and to ensure KPI standards are met.

**SAFETY PERFORMANCE**

Ensure SOPs are followed for all processes and hazards are avoided.

Promote safety, safety programs and all relevant safety training.

Conduct a regular safety discussion with employees.

Enforce policies regarding smoking, alcohol consumption and non-prescriptive drugs.

Report hazards and incidents immediately.

Ensure store premises and equipment are well maintained and report all faults or prospective faults.

Stay abreast of shopping centre OH&S policies, if applicable.

Oversee housekeeping standards to reduce the risk of accidents and incidents. Inspect the store regularly to identify and eliminate safety risks.

**SELLING AND CUSTOMER SERVICE**

**a) Selling process**

Sell in accordance with Matchbox selling processes and training.

Build sales through creative suggestive selling and up-selling.

Continually educate staff on selling techniques and how to improve their selling skills.

**b) Customer service**

Conduct sales in a friendly, professional manner and in accordance with Matchbox Customer
Service techniques.

Resolve customer complaints in a professional and courteous manner and in accordance with
Company policy and training.

Maintain a neat and clean state at all times.

Follow up all customer requests/ orders within 14 days of initial enquiry.

**c) Budgets**

Adhere to Matchbox pricing policies at all times.

Ensure store sales are at or above budget levels or any special target levels and, if not, take corrective action.

**d) Product knowledge**

Develop employees’ product knowledge via training, bulletins, and suppliers’ presentations.

Maint