Role Overview:
The Store Director is the business leader of the store, responsible for driving sales, ensuring operational excellence, delivering an outstanding customer experience, and building a high-performing team. This role combines strategic thinking with hands-on execution to make the store a benchmark for performance, customer delight, and brand representation.
Key Responsibilities:
Customer Focus:
- Drive NPS improvement and reduce detractor percentage.
- Ensure customers are greeted warmly and consistently coached across the team.
- Handle customer queries and complaints effectively at store level.
- Ensure eye check-ups are conducted as per SOPs with high-quality standards.
- Collaborate with other departments to deliver seamless customer experience.
Sales Orientation:
- Drive store sales to meet allocated targets.
- Build a culture of high sales performance and leadership.
People Development:
- Provide effective on-the-job training and guidance using company modules.
- Deliver clear, motivating, and constructive feedback to team members.
- Evaluate training needs and work with academy teams to execute development plans.
- Identify attrition drivers and implement measures to control turnover.
- Manage rosters and schedule shifts to meet business needs.
Cash & Inventory Management:
- Monitor cash reconciliation to avoid mismatches.
- Ensure merchandise and services availability.
- Conduct regular stocktakes and inventory reconciliations.
- Train staff on POS systems for accurate transactions.
- Perform quality checks for new products.
SOP, Store Upkeep & Maintenance:
- Ensure SOPs are implemented and adhered to by all employees.
- Maintain store cleanliness and upkeep as per brand standards.
- Safeguard store assets and prevent shortages or damages.
Personal Attributes & Competencies:
- Graduate degree required; MBA or retail management specialization preferred.
- 5 - 8 years of experience in retail or service industry, with at least 2 years in a leadership role.
- Proven track record of delivering strong business and customer outcomes.
- Strong leadership, communication, and operational management skills.
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