Customer Relationship Manager

About the Role

We are looking for an experienced Customer Relationship Manager / Store Manager to lead the overall performance of the store. The role will be responsible for driving sales and profitability, delivering an exceptional customer experience, managing the store team, maintaining inventory accuracy, and ensuring operational excellence.

The ideal candidate should have strong commercial acumen, leadership skills, and hands-on experience in fashion/apparel/lifestyle retail.

Key Responsibilities

Sales & Business Performance

• Achieve monthly, quarterly, and annual sales targets.
• Drive daily sales, conversion, ATV/ABV, UPT, footfall, and productivity.
• Analyse daily/weekly sales and take corrective actions to achieve targets.
• Drive cross-selling, upselling, and add-on sales.
• Implement promotions and offers effectively.
• Monitor competitor activity, pricing, and local market trends.
• Protect gross/net margins and control discounts and store expenses.

Customer Experience

• Deliver an excellent customer experience and maintain high service standards.
• Handle and resolve customer complaints promptly.
• Build relationships with regular and high-value customers.
• Drive customer retention, loyalty, and repeat purchases.
• Monitor customer feedback and implement improvements.

Team Management

• Recruit, train, coach, and develop store employees.
• Set individual targets and responsibilities.
• Conduct daily team briefings and performance reviews.
• Motivate the team to achieve sales and productivity targets.
• Identify and develop high-performing employees and future team leaders.
• Manage attendance, discipline, performance, and adherence to HR policies.

Visual Merchandising & Store Presentation

• Ensure compliance with company VM guidelines.
• Maintain attractive, organized, and customer-friendly displays.
• Ensure correct size, colour, category, mannequin, promotional, and signage presentation.

Inventory Management

• Monitor stock availability and identify fast- and slow-moving products.
• Coordinate replenishment with SCM/Warehouse teams.
• Ensure proper receiving, storage, stock movement, transfers, returns, and exchanges.
• Conduct regular stock checks/global counts and physical audits.
• Control stock discrepancies, damages, and shrinkage.

Store Operations & Compliance

• Ensure smooth store opening and closing procedures.
• Maintain daily operational checklists and SOP compliance.
• Ensure proper billing and cash-handling procedures.
• Maintain statutory and company compliance.
• Coordinate with HR, Finance, VM, Warehouse, Marketing, SCM, and Operations teams.
• Prepare and submit required daily/weekly reports.

Key Performance Indicators (KPIs)

Success will be measured through:

• Sales Achievement & Sales Growth
• Walk-in to Buyer Conversion %
• ATV / ABV and UPT
• Footfall & Sales per Employee
• Gross / Net Margin
• Discount & Expense Control
• Inventory Accuracy & Stock Variance
• Shrinkage / Stock Loss
• Customer Satisfaction & Retention
• Staff Productivity
• Attendance & Attrition
• VM & Store Standards Compliance

Requirements

• Graduate in any discipline; Retail/Fashion Management or Business Administration is an advantage.
• 5–8 years of retail experience, preferably in fashion, apparel, or lifestyle retail.
• 3–5 years of experience in a Store Manager/Store Leadership role preferred.
• Experience managing and developing a retail team.
• Strong sales and commercial orientation.
• Good understanding of fashion retail operations and KPIs.
• Strong customer service and relationship-management skills.
• Excellent communication, leadership, and interpersonal skills.
• Good analytical, problem-solving, and decision-making abilities.
• Knowledge of inventory/stock management.
• Basic proficiency in MS Excel, POS, and retail reporting.
• Comfortable working in a target-driven and fast-paced environment.

What We Look For

• Ownership: Takes complete responsibility for store performance.
• Customer First: Focuses on customer satisfaction, loyalty, and repeat business.
• Result Orientation: Consistently works towards achieving and exceeding targets.
• Leadership: Leads by example and develops the team.
• Accountability: Takes responsibility for outcomes and actions.
• Commercial Thinking: Understands the impact of store activities on revenue and profitability.
• Problem Solving: Identifies issues quickly and takes effective corrective action.
• Discipline: Follows SOPs, processes, and reporting timelines.
• Communication: Communicates clearly with the team and management.

Daily Store Responsibilities

• Review previous day's sales and KPI performance.
• Conduct morning team briefing and set daily targets.
• Review attendance and staff deployment.
• Check store readiness, VM, and product presentation.
• Monitor footfall, conversion, and hourly sales performance.
• Support high-value and critical customer interactions.
• Monitor stock availability and replenishment.
• Address pending customer complaints and operational issues.
• Ensure billing, cash, and SOP compliance.
• Review end-of-day performance and submit required reports.
• Prepare action plans for the following day.

Authority & Accountability

The Store Manager is accountable for:

People + Sales + Customer Experience + Inventory + Store Operations + Profitability + Compliance

The role is expected to take proactive decisions within company policies and escalate critical issues to the Area/Regional Manager.

What Success Looks Like

Run the store as a business owner would — grow sales, protect margins, control inventory, develop people, and deliver an outstanding customer experience.

What We Offer

• Opportunity to work with a growing fashion and retail organization.
• A performance-driven and collaborative work environment.
• Opportunity to take ownership and grow with the business.
• Exposure to fashion, retail, consumer experience, and brand building.
• Career growth and learning opportunities.

Be part of a team that builds better products, stronger brands, and exceptional customer experiences.