Store Manager – Clicks Group Careers

Role Purpose
The Store Manager is responsible for driving exceptional guest experiences, leading and developing store staff, and ensuring operational excellence to achieve sales, profitability, and compliance objectives. This role maintains high standards in service, merchandising, administration, and overall store performance.

Key Responsibilities

Guest Focus

• Demonstrate the “Sorbet Way” and instil this customer-first approach in the team.

• Resolve customer complaints within 24 hours, ensuring satisfaction.

• Advise guests on all treatments and services, providing accurate and professional guidance.

• Actively promote, upsell, and cross-sell treatments to enhance revenue.

• Handle guest inquiries and concerns professionally, including answering calls in a courteous manner.

• Ensure effective scheduling to accommodate guest bookings efficiently.

Staff (Citizen) Focus

• Onboard new staff and mentor them in line with the Sorbet culture.

• Host monthly team meetings to review sales, hygiene, training, culture, and performance.

• Manage staff schedules, rosters, and training bookings.

• Communicate staff or guest issues to the Area Manager when needed.

• Oversee disciplinary procedures, performance management, and staff development.

• Drive individual staff targets through regular one-on-one coaching sessions.

Operational Focus

• Train the team on the Sorbet Loyalty Program and drive participation and sign-ups.

• Maintain store merchandising and presentation according to brand standards.

• Conduct regular stock checks and inventory control, including daily counts and weekly full inventories.

• Manage stock receiving procedures and verify accurate stock capture on ESP by FDCs.

• Support accurate invoice filing and administrative controls.

• Manage cash takings, verify cash-ups, and ensure timely banking.

Reporting

• Submit team meeting agendas, talk show summaries, and feedback to the Area Manager.

• Track and submit staff leave forms monthly to support accurate payroll processing.

• Provide all relevant RS data for payroll and operational tracking.

• Pull and analyse weekly sales figures to monitor progress against monthly budgets.

Marketing

• Implement national marketing and advertising campaigns at store level.

• Ensure staff awareness, training, and participation in campaigns.

• Maintain and display marketing collateral correctly in-store.

Key Competencies

• Computer literate with strong organisational skills.

• Exceptional verbal, written, and telephonic communication.

• Detail-oriented and systematic in approach.

• Strong numerical aptitude and money-handling skills.

• Punctual, proactive, and able to work under pressure in a fast-paced environment.

• Capable of managing multiple stores and teams effectively.

• Self-directed and able to work independently.