Durban: Retail Store Manager

Duties and Responsibilities: People & Culture Leadership: Lead, motivate and inspire a diverse retail team to deliver warm, professional and consistent service Build a culture of accountability, care, respect and performance Coach and develop department heads and frontline staff Drive customer experience and service through ongoing staff training, robust standards and controls, and digitisation of tasks and communication Drive productivity, staff engagement, morale and retention through ongoing feedback, recognition and support Champion a hospitality/customer-first mindset throughout the store, that remains true to the brand identity Manage the total store staffing requirements in compliance with Labour legislation Customer & Community Engagement: Build authentic relationships with local customers and be a visible, approachable presence on the shop floor Ensure a strong management team presence on the floor to reinforce service disciplines, customer attentiveness and personal connection Ensure the store experience reflects the needs and expectations of local families and seasonal visitors Respond proactively to customer feedback and ensure issues are resolved with care Range, Merchandising & Supplier Engagement: Understand local, national and international food and category trends and ensure that the store offers a product range that reflects the tastes and lifestyle of the Ballito community Curate seasonal and trend-aligned product selections with the propensity to sell well Work closely with suppliers and local producers, to negotiate favourable terms and rebate deals and deliver unique, high-quality fresh offerings Use category management and planograms to drive ranging and merchandising disciplines and ensure that the store retains an easy flow and presents an uncluttered shopping experience Oversee displays, merchandising standards and point-of-sale material in all departments to ensure the store remains visually fresh, inspiring and easy to shop Operational Leadership: Understand the operations of all aspects of the business and ensure daily operations run smoothly across all departments Analyse and utilise financial statements, store reports, trends and information to drive sales growth and profitability Manage store budgets (sales, gross profits, expenses, department ratios) and their impact on production planning and staff scheduling Manage stock levels, out of stocks, wastage, shrinkage, damages, replenishment disciplines Oversee store standards and disciplines, hygiene, food safety and compliance Remain true to the brand identity and positioning of the store in all decisions and interactions Plan, support and execute promotional and marketing initiatives with the support of the marketing team Monitor KPIs and drive consistent operational improvement Requirements: Tertiary qualification (degree or diploma) in business, retail management, hospitality and/or marketing 5 years experience in retail or hospitality management (premium FMCG, hotel, restaurant or boutique retail experience ideal) Experience working with suppliers, buying teams and local producers IT literate and tech savvy (advanced competency on Microsoft Office, particularly MS Excel, solid understanding of online shopping, website and digital app capabilities and social media platforms; SIGMA experience would be advantageous) Own transport essential Strong leadership and people development capability a natural motivator and culture-builder Excellent customer service ethos with a passion for connecting with people Strong understanding of food trends, fresh departments, product development and merchandising Solid operational and organisational skills Ability to think strategically while remaining hands-on and present Effective communication and negotiation skills, with the ability to engage with staff of different levels and from across the organisation, as well as the Executive team and Centre Management teams Strong work ethic and problem-solving competencies, solution focused Excellent attention to detail High level of integrity, professionalism and emotional intelligence