Store Manager – Clicks Group Careers

Role Purpose
The Store Manager is responsible for ensuring exceptional guest experiences, leading and developing store staff, and driving operational excellence to achieve sales, profitability, and compliance targets. This role ensures the store operates efficiently while maintaining high standards of service, merchandising, and administration.

Key Responsibilities

Guest Focus

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

• Resolve customer complaints promptly, within 24 hours.

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

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

• Handle guest inquiries professionally, including answering calls courteously.

• Ensure the scheduler effectively accommodates guest bookings.

Citizen (Staff) Focus

• Onboard new staff and mentor them on the store culture and standards.

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

• Manage staff schedules, rosters, and training bookings.

• Communicate staff or guest issues to the Area Manager as required.

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

• Drive individual targets through one-on-one coaching and feedback sessions.

Operational Focus

• Train the team on the Sorbet Loyalty Program and drive in-store loyalty sign-ups.

• Maintain store merchandising and presentation according to brand standards.

• Conduct regular stock counts, inventory control, and manage stock receiving processes.

• Ensure accurate stock capturing in ESP by FDCs.

• Assist with invoice filing and maintain administrative controls.

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

Reporting

• Submit team meeting agendas and feedback to the Area Manager.

• Provide monthly leave and sick leave records for payroll accuracy.

• Submit relevant store data to support payroll processing.

• Monitor and report weekly sales figures to track progress against budget.

Marketing

• Implement national marketing and advertising campaigns at store level.

• Ensure staff are informed about campaigns and trained to promote them.

• 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 and able to perform under pressure in a fast-paced environment.

• Capable of managing multiple stores efficiently.

• Self-directed, independent, and proactive in all tasks.