Assisting customers and providing information in response to queries about products and services offered by the company. This is done in a variety of methods including face-to-face, over the phone and via email. You will be expected to keep up to date with all the products and promotions offered by the company so that you can explain them accurately to customers who may be interested. The Retail Operations Supervisors need to ensure that all customers receive a good impression of our company.

Major Responsibilities:

Job Description – Retail Operations Supervisor

Role Summary:

As a Retail Operations Supervisor, you will serve as a brand ambassador, ensuring quality, consistency, and clarity in all in-store activities. Your role is to support overall business objectives while enhancing the in-store customer experience.

Key Areas of Ownership:

• Sales & Customer Experience – Lead and coach the team to build customer relationships, drive sales, and achieve performance targets.
• Inventory & Merchandising – Manage stock levels, ensure proper inventory control, and optimize product placement.
• Financial Performance – Oversee the store’s P&L, manage expenses, and ensure profitability through effective cost control and revenue growth.
• Marketing & Promotions – Lead in-store marketing initiatives, promotions, and brand engagement to attract and retain customers.
  
  
  

Reporting Line:

You will report directly to the Country Manager.

Team Management and Development:

• Proactively assess and report on staff performance against expectations.
• Motivate the team to drive business by fostering a positive and cooperative work environment.
• Provide consistent coaching and training to enhance skills.
• Manage team and delegate responsibilities based on daily, weekly, and seasonal needs.
• Work with the Manager to set and track goals using the S.M.A.R.T. framework.
• Ensure delivery of excellent customer experience and adherence to best practices.
• Promote respect, collaboration, and internal customer service within the team.
  
  

Sales and Floor Management:

• Ensure achievement of daily, weekly, and monthly sales targets.
• Review pricing to align with market trends, competitor benchmarks, and profitability goals.
• Identify discrepancies, recommend adjustments, and collaborate with management to implement strategies for stronger sales and margins.
• Set individual goals and lead by example in sales and engagement.
• Act as a sales leader, assisting and coaching team members.
• Encourage cross-selling, upselling, and retention strategies.
• Maintain a strong floor presence to oversee operations and customer service.
• Communicate and implement pricing strategies, stock rotations, and promotions.
• Ensure new stock is prepped and available within 24 hours of delivery.

Besides the duties entailed in this job description you may be required to undertake additional duties that are reasonably asked of you as necessary to meet the needs of the business.

Customer Service & Issue Resolution:

• Address and resolve customer complaints professionally.
• Authorize credits, exchanges, and refunds per company policy.
• Ensure accurate inventory transfers and stock adjustments.
• Oversee store checklists for operational efficiency.
• Monitor inventory discrepancies, investigate, and take corrective actions.
• Document items leaving premises without invoices.
• Respond promptly to emails (same day before lunch, or next morning if received after lunch).
• Ensure quotes team adheres to company response guidelines.
  
  

Inventory & Loss Prevention:

• Conduct timely and accurate inventory checks.
• Investigate and resolve discrepancies efficiently.
• Maintain proper stock control to prevent shrinkage and losses.
• Enforce strict adherence to inventory movement procedures.
• Collaborate with marketing and management to analyze inventory data, identify gaps, and optimize product selection.
  
  

Visual Merchandising & Display:

• Drive sales with impactful visual merchandising.
• Monitor and evaluate window and in-store display effectiveness.
• Ensure correct pricing, tagging, and promotional displays.
  
  
  

Human Resources & Staff Development:

• Assist with recruitment and onboarding of staff.
• Conduct performance reviews and appraisals.
• Manage lateness, absenteeism, and disciplinary issues.
• Lead team training sessions and staff meetings.
• Enforce grooming standards and HR policy compliance.
• Uphold Health & Safety standards (accident book, first aid, fire extinguisher checks, etc.).
  
  

Store Operations & Organization

• Plan and oversee daily store workflows.
• Manage and support online order fulfillment with performance reporting.
• Deliver operational performance reports.
• Manage schedules, lunch breaks, and shift rotations efficiently.
• Maintain store cleanliness, organization, and operational excellence.
• Support senior management on store-related issues.
• Stay informed on competitors, industry trends, and new technologies.
  
  

Job Qualifications

• professional communication skills are required – both verbal and written
• Bachelor’s degree in Business Administration, Retail Management, Marketing, or a related field (Master’s degree preferred).
• Professional Sales Certification (e.g., Certified Sales Professional, Retail Sales Certification, or equivalent) required.
• Minimum 3–5 years of progressive experience in retail sales, operations, or supervisory roles.
  • Proven ability to lead, motivate, and develop a high-performing sales team.
• Strong professional communication skills, both verbal and written, with the ability to engage confidently with internal management, staff, clients, and vendors.
• Demonstrated ability to take direction while exercising sound judgment and decision-making.
• Excellent teamwork skills with the capacity to collaborate across all organizational levels.
• Ability to remain calm, solutions-oriented, and effective under pressure in a fast-paced retail environment.
• Strong problem-solving skills with a proactive, self-motivated, and highly organized approach.
• Advanced reporting, planning, and analytical skills with attention to accuracy and detail.
• Exceptional time management and multi-tasking capabilities, with the ability to prioritize competing responsibilities.
• Extremely meticulous with strong attention to process, compliance, and performance standards.
• High level of integrity with the ability to maintain strict confidentiality of business-related information.
  
  

Proficient in the use of retail systems, POS software, Microsoft Office Suite, and other relevant business technology tools.