Front Shop Manager

Clicks Group Careers

Job Purpose

Lead and manage the front shop operation by delivering service excellence, operational efficiency, profitability and compliance in line with group policies and regulatory requirements to achieve the company strategy and operating plan.

Job Objectives

• Achieve and exceed monthly and annual front shop sales and profitability targets through effective merchandising, pricing and promotional execution aligned to group standards and market trends.

• Ensure optimal stock availability and minimal shrinkage by enforcing accurate stock management and control procedures.

• Drive service excellence and an exceptional customer experience to support sustainable profitability.

• Manage the front shop budget and allocate resources efficiently to ensure cost-effective operations.

• Maintain high standards of housekeeping in line with health, safety and merchandising requirements.

• Monitor service performance, customer feedback and trends, implementing continuous improvement initiatives to enhance the customer experience.

• Build, lead and develop a high-performing, engaged and capable team to deliver consistent results.

• Collaborate with internal and external stakeholders to support seamless operations and superior customer service.

• Provide timely, accurate and relevant information to support decision-making, manage risk and maintain effective operational control.

• Manage financial, human and operational resources to deliver the operating plan and achieve business objectives.

Minimum Requirements

Qualifications

• Essential: Diploma or Degree in Retail Management, Business Management or equivalent.

• Desirable: Certificate or diploma in Customer Service or Sales and Marketing.

• Desirable: Postgraduate qualification in Retail or Business Management.

Experience

• Essential: Minimum 5 years’ experience in retail operations.

• Essential: At least 3 years’ experience in a supervisory or management role within a large retail environment.

• Essential: Proven experience managing teams, stock control and achieving sales targets.

• Essential: Experience managing daily store operations, including rostering, stock control and workflow planning.

• Essential: Experience in budgeting, resource planning and cost control.

• Desirable: Exposure to revenue generation, service pricing and financial reporting.

• Desirable: Experience implementing customer satisfaction and service improvement initiatives.

Job-Related Knowledge

• Retail operations and store management practices.

• Inventory and stock control systems.

• Customer service principles and standards.

• Sales, merchandising and promotional techniques.

• POS systems and financial management.

• Product knowledge and performance management.

• Budgeting and cost control.

• Health and safety standards and compliance.

Job-Related Skills

• Strong leadership and people management capability.

• Effective communication and interpersonal skills.

• Conflict resolution and problem-solving ability.

• Customer service excellence and complaint handling.

• Workforce planning, shift scheduling and time management.

• Merchandising and visual presentation skills.

• Budgeting, financial management and profitability focus.

• Analytical thinking and sound decision-making.

• Human resource management skills.

Competencies

• Planning and Organising

• Delivering Results and Meeting Customer Expectations

• Deciding and Initiating Action

• Leading and Supervising

• Relating and Networking

• Adapting and Responding to Change

• Adhering to Principles and Values

• Analysing