The General Retail Manager position is one of leadership and oversight, responsible for guiding the sales & workshop team, actively contributing to business growth planning and managing the overall operations & financial performance of the business while fostering a positive, results-driven culture.
The General Retail Manager leads and inspires the team to provide outstanding customer service, apply specialised product knowledge, drive sales, and surpass the business goals and targets.
This role also involves motivating and developing employees to maintain high standards of merchandising and store presentation according to company policies, ensuring workplace health and safety, and managing expenses and stock effectively.
POSITION RESPONSIBILITIES
Customer Service Excellence:
Ensure the delivery of outstanding customer service, meeting and exceeding customer expectations.
Address and resolve any customer complaints or issues in a timely and professional manner.
Promote specialised product knowledge and provide training to employees to enhance customer interactions.
Ensure that all tasks related to Workshop Services, are completed in compliance with company standards and procedures.
Resolve customer queries, concerns, or complaints promptly and professionally. Ensure a positive shopping experience for all customers.
Leadership and Team Management:
Manage and supervise retail employees, including rostering, task allocation, training, mentoring, performance monitoring and ensuring appropriate staffing levels.
Lead, motivate, and develop a team to achieve store objectives & team KPI to ensure the delivery of high performance.
Foster a positive and productive store culture, ensuring employee morale and customer satisfaction.
Identify training needs and facilitate team development programs to enhance skills and knowledge.
Conduct regular team meetings to ensure clear communication of goals, expectations, and performance feedback.
Responsible for recruitment, onboarding, offboarding activities for the business ensuring compliance and statutory obligations are in place and complied with.
Retail Operations and Compliance:
Plan, organise, direct and control the day-to-day operations of the bicycle retail store in accordance with franchise requirements, company policies and operational procedures.
Monitor retail sales performance through analysis of sales data, reports and KPIs, and implement strategies to improve revenue, margins, customer conversion and store profitability.
Ensure the store's compliance with company policies, health and safety regulations, and legal requirements.
Oversee inventory management, stock levels, and merchandise presentation in line with company standards.
Coordinate the maintenance of store facilities, ensuring they are clean, well-organised, and visually appealing.
Coordinate all stock take and ongoing stock management at store levels to the required standard.
Collaborate investigations and identification of all potential loss prevention activities.
Implement all operational related activities including the timely implementation of all marketing promotions activity in all stores, including inbound and outbound initiatives.
Ensure store sales targets are met and undertake budgeting for the store in which you are responsible.
Ensure banking is performed 100% accurately, in full compliance with company policies and procedures.
Ensure all opening and closing procedures are completed to maintain operations in line with the store's set trading hours.
Formulate and implement purchasing, marketing, and advertising programs for the business to ensure the drive of profit performance outcomes.
Coordinate closely with the Workshop Supervisor to ensure efficient operation of the bicycle servicing and repairs department, including workflow coordination, service scheduling, turnaround times and effective communication between retail and workshop teams.
Sales and Financial Performance:
Responsible for the development of budgeting, forecasting, performance tracking and cost management for the business.
Manage store budgets, sales targets and operational KPIs, review performance against targets and implement corrective actions where required.
Drive sales targets and ensure that the store consistently meets or exceeds them.
Develop and implement sales strategies to maximize store performance.
Monitor and manage expenses to meet budgetary requirements while minimizing stock loss and waste.
Reporting and Administration:
Provide regular performance and operational reports to the Shareholders and Director.
Assist in setting and monitoring goals for the store's performance, including sales, staffing, and inventory targets.
Complete administrative tasks such as scheduling, and reporting in a timely manner.
Implement and maintain store systems, procedures and documentation to support consistent, efficient and scalable operations.
Product Knowledge:
Stay informed about the latest developments, trends, technologies, and features in the My Ride product range.
Offer accurate details on product specifications, warranties, and after-sales services to assist customers effectively.
Inventory Management:
Determine product mix levels and drive supplier negotiation and pricing strategies
Oversee inventory levels, ensuring products are consistently stocked to meet customer demands.
Collaborate with the team to replenish stock and maintain organized display areas.
Merchandising and Display:
Oversee the creation of visually appealing product displays and ensure product layouts are strategically arranged to attract customers.
Maintain a clean, organised, and visually inviting environment in the department, ensuring it meets company standards for store presentation.
Ensure consistent application of store standards and merchandising principles across all areas of the store, communicating and implementing these expectations clearly to the team.
Transactions and Cash Handling:
Ensure all sales, refunds, and exchanges are processed accurately, following company policies and guidelines.
Supervise cash drawer management, perform reconciliations, and address any discrepancies promptly to ensure financial security.
Train employees on proper cash handling procedures and monitor adherence to security protocols to prevent errors or theft.
Maintain accurate records of financial transactions and immediately report any discrepancies or issues to the Shareholders & Director.
Other Duties:
Perform ad-hoc duties as needed to assist the team and achieve our organisational goals, as directed.
Ensure compliance with all company Policies and Procedures including OHS, Employment Conditions, Operating Procedures, and all other co-directives.
Contributing positively, encouraging collaborative behaviour, and effectively interacting with fellow employees.