Store Manager

The Store Manager will be evaluated on:

• Sales and profit achievement
• KPI performance
• Client satisfaction and NPS results
• Clienteling and CRM performance
• Employee engagement and retention
• Talent development and succession planning
• Inventory accuracy and stock management
• Operational compliance and audit results
• Store presentation and brand standards

The Store Manager is responsible for the overall leadership, performance and profitability of the store. This role drives commercial results through exceptional client experience, strong people leadership, operational excellence and effective business management.

The Store Manager serves as a brand ambassador and role model, ensuring the consistent delivery of luxury service standards while developing a high-performing team, building client loyalty and achieving business objectives.

1. Leadership & People Management

• Lead, coach and develop a high-performing team to deliver sales and service excellence.
• Recruit, onboard and retain talent while fostering a culture of accountability and collaboration.
• Manage performance, employee development and workforce planning.
• Ensure compliance with company policies and employment regulations.

1. Sales & Commercial Performance

• Drive sales, profitability and key business KPIs.
• Analyze business performance and implement action plans to maximize results.
• Identify growth opportunities through customer, market and competitor insights.
• Lead by example through active selling and client engagement.

1. Client Experience & Clienteling

• Deliver exceptional customer service and luxury experience standards.
• Build and maintain strong relationships with clients and VIP customers.
• Drive clienteling initiatives to increase loyalty and repeat business.
• Address customer feedback and resolve escalated concerns effectively.

1. Inventory Management & Merchandising

• Maintain inventory accuracy, stock availability and replenishment levels.
• Ensure visual merchandising standards are consistently executed.
• Monitor stock performance and investigate inventory discrepancies.
• Oversee after-sales services, repairs and customer orders.

1. Store Operations & Compliance

• Oversee daily store operations to ensure efficiency and profitability.
• Manage expenses, operational controls and store reporting.
• Ensure compliance with security, audit and loss prevention requirements.
• Maintain a safe, secure and well-presented store environment.

1. Communication & Reporting

• Maintain effective communication with retail leadership and support teams.
• Deliver accurate and timely sales, inventory and operational reports.
• Provide business insights and escalate key issues or opportunities.
• Support the execution of company initiatives and projects.

Education

Diploma or Bachelor's degree in Business, Retail Management, Hospitality or a related discipline preferred / a bonus.

Experience

Minimum 12 years of retail experience, preferably within luxury, premium retail or hospitality.

At least 3 years of leadership experience managing retail teams.

Proven track record of achieving sales targets and driving business growth.

Experience managing KPIs, budgets and operational processes.

Experience in clienteling and luxury customer service environments.

Knowledge & Skills

Strong leadership and people development capabilities.

Commercial acumen and analytical skills.

Excellent communication and interpersonal skills.

Strong coaching and performance management skills.

Ability to interpret sales and performance data.

Strong organizational and problem-solving abilities.

Proficiency in retail systems, CRM tools and Microsoft Office applications.

Ability to work flexible retail hours, including weekends and public holidays.

Personal Attributes

Passion for luxury retail and exceptional customer experience.

Entrepreneurial mindset with strong business ownership.

Results-oriented with strong accountability.

Resilient and adaptable in a fast-paced environment.

High level of integrity and professionalism.

Strong alignment with company values and brand culture.