The Retail Manager is responsible for overseeing the daily operations of the retail store, ensuring excellent customer service, achieving sales targets, managing inventory, and leading the retail team. The role focuses on delivering an exceptional customer experience while maximizing sales performance and maintaining operational excellence. This role is ideal for a hands-on retail professional who is passionate about customer experience, team development, and driving sales performance within a premium wine retail environment.
Key Responsibilities
Retail Operations
- Manage the day-to-day operations of the retail store to ensure smooth and efficient business operations.
- Ensure the store is maintained to the highest standards of cleanliness, presentation, and visual merchandising.
- Monitor store performance and implement initiatives to drive sales and profitability.
- Ensure compliance with company policies, procedures, and operational standards.
Sales & Customer Experience
- Deliver exceptional customer service and create a welcoming shopping experience for customers.
- Develop and implement sales strategies to achieve revenue targets and key performance indicators (KPIs).
- Build and maintain strong customer relationships, including VIP and corporate clients.
- Handle customer feedback, enquiries, and complaints professionally and effectively.
- Promote wine products and provide recommendations based on customer preferences.
Team Leadership & Development
- Recruit, train, supervise, and motivate retail team members.
- Prepare staff schedules and ensure adequate manpower coverage.
- Conduct performance reviews and provide coaching to improve team performance.
- Foster a positive and collaborative working environment.
Inventory & Stock Management
- Monitor inventory levels and coordinate stock replenishment.
- Conduct regular stock counts and inventory audits.
- Ensure accurate stock movement records and minimize inventory discrepancies.
- Coordinate with suppliers and internal stakeholders on product availability.
Point-of-Sale (POS) & Cash Management
- Oversee POS operations and ensure accurate transaction processing.
- Monitor cash handling procedures and perform cash reconciliation.
- Ensure compliance with financial controls and reporting requirements.
Reporting & Administration
- Prepare and analyse sales reports, inventory reports, and operational reports.
- Monitor budgets and control operational expenses.
- Support management with business planning and operational improvements.
Requirements
- Minimum 3 years of retail, hospitality, wine, or luxury customer service experience.
- Passion for wine and willingness to learn about wine regions, varietals, and producers.
- Strong communication and interpersonal skills.
- Customer-focused with a proactive sales mindset.
- Able to work weekends, public holidays, and rotating shifts, night shift when required.
- Proficient in basic computer and POS systems.
- Candidates with more experience may consider for senior retail positions.
Key Competencies
- Leadership and Team Management
- Customer Service Excellence
- Sales and Business Development
- Inventory Management
- Problem-Solving and Decision-Making
- Communication and Interpersonal Skills
- Attention to Detail
- Results-Oriented Mindset
Preferred Qualifications
- WSET Level 1 or 2 certification (or willingness to obtain).
