Deputy Store Manager

Roles and responsibilities

A Deputy Store Manager is a leadership position within a retail environment, responsible for supporting the Store Manager in the overall management and operations of the store. This role often acts as the second-in-command, ensuring smooth daily operations, customer satisfaction, and achieving sales goals. The Deputy Store Manager assists with staff management, inventory control, visual merchandising, and maintaining store standards. In the absence of the Store Manager, the Deputy Store Manager takes on full responsibility for the store’s operations.

Key Skills for a Deputy Store Manager

1. Leadership and Team Management

• Staff Supervision: Leading and motivating the store team, providing guidance and support to ensure high performance and excellent customer service.
• Training and Development: Identifying the training needs of team members and providing support for their professional development.
• Conflict Resolution: Addressing and resolving any conflicts or issues that arise among staff or between customers and staff.
• Delegation: Distributing tasks effectively and ensuring team members are working efficiently and according to the store’s objectives.

2. Sales and Customer Service

• Sales Targets: Assisting in setting and achieving sales targets, ensuring that the store meets or exceeds revenue goals.
• Customer Service: Promoting a high standard of customer service by addressing customer concerns, handling complaints, and ensuring a positive shopping experience.
• Product Knowledge: Having an in-depth understanding of the store’s products and services, enabling effective sales and customer assistance.
• Upselling and Cross-Selling: Encouraging staff to upsell or cross-sell products, increasing sales and enhancing customer satisfaction.

3. Operations and Administration

• Stock Control: Managing inventory levels, ensuring products are stocked, ordering new stock, and maintaining accurate stock records.
• Visual Merchandising: Ensuring the store’s displays are attractive, organized, and in line with the brand’s visual guidelines to maximize sales and customer engagement.
• Health and Safety: Ensuring the store adheres to health and safety regulations, maintaining a safe and clean environment for both customers and staff.
• Cash Handling and Financial Management: Overseeing cash handling procedures, preparing bank deposits, and managing store finances as required by the store manager.

4. Communication Skills

• Effective Communication: Clear and open communication with the team, customers, and other departments within the company.
• Reporting: Reporting key metrics such as sales figures, stock levels, and staff performance to the Store Manager and senior management.
• Customer Interaction: Handling customer inquiries, concerns, and complaints in a professional and friendly manner.

5. Problem-Solving and Decision-Making

• Quick Thinking: Addressing unexpected challenges, such as staffing shortages, inventory discrepancies, or customer issues, in a calm and efficient manner.
• Decision Making: Making informed decisions regarding staffing, operations, and customer service to keep the store running smoothly.
• Performance Management: Monitoring and managing the performance of the store and staff, taking corrective action when necessary.

6. Time Management and Organization

• Task Prioritization: Effectively prioritizing tasks and managing time to ensure that all responsibilities are completed on schedule.
• Multi-tasking: Handling multiple aspects of store operations simultaneously, such as supervising staff, managing stock, and assisting customers.
• Shift Planning: Creating work schedules for the team, ensuring adequate coverage while considering employee availability and store needs.

Desired candidate profile

The Deputy Store Manager supports the Store Manager in all aspects of day-to-day store operations including the achievement of sales targets and managing and developing the store teams to maximize profitability, maintain brand and company image, ensure operational compliance and offer an excellent customer experience. The Deputy for the Store Managers will manage the operations of the store in their absence and its workforce in line with the overall business objectives at Majid Al Futtaim Lifestyle.

ROLE PROFILE

• Lead the team in excellent customer service standards and enable the fulfillment of exceptional customer experiences through a clear understanding of company/brand CX standards, individual customer needs, and an awareness of current trends and competitor
• Drive the Store team to deliver the highest levels of customer service at all times.
• Build and maintain professional relationships with support teams, providing regular relevant feedback to Marketing, Buying and Planning.
• Drive sales and take initiative to increase sales and business improvement through keen awareness of set KPI targets.
• Manage and implement all sales promotions and brand activities, providing communication to the relevant support teams to ensure maximization of sale.
• Maximize sales opportunities through clear and consistent communication with the Buying and Planning departments.
• Ensure smooth store operations in the absence of the store manager, dealing with any potential disruptions to the business in a timely manner.
• Implement, manage and maintain compliance to Company policies and guidelines to minimize stock loss and damage.

REQUIREMENTS

• Diploma - High school certificate
• Qualification in Retail related field is an added advantage
• Minimum 4-5 years’ industry experience
• Management skills