Front Shop Manager – Clicks Group

Job Purpose
To lead and manage front shop operations by delivering exceptional customer service, driving operational efficiency, profitability, and compliance in line with group policies and regulatory standards to achieve business strategy and operating plans.

Job Objectives

• Achieve and exceed monthly and annual front shop sales and profitability targets through effective merchandising, pricing, and promotional execution.

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

• Drive service excellence by delivering a consistently outstanding customer experience to support sustainable profitability.

• Manage the front shop budget and allocate resources effectively to ensure cost-efficient operations.

• Maintain high standards of housekeeping, health, safety, and visual merchandising at all times.

• Monitor service trends and customer feedback to implement continuous improvement initiatives that enhance customer satisfaction.

• Build, develop, and lead a high-performing, engaged, and capable front shop team.

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

• Provide accurate and timely operational information to support informed decision-making, risk mitigation, and effective control.

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

Minimum Requirements

Qualifications

• Essential: 3-year Diploma or Degree in Retail Management, Business Management, or equivalent.

• Desirable: Certificate or Diploma in Customer Service or Sales and Marketing; Postgraduate qualification in Retail or Business Management.

Job-Related Experience

• Essential:

  • Minimum of 5 years’ experience in retail operations.

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

  • Proven experience managing staff, stock control, and achieving sales targets.

  • Experience in daily store operations including rostering, workflow planning, and stock control.

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

• Desirable:

  • Exposure to revenue generation, pricing strategies, and financial reporting.

  • Experience implementing customer satisfaction and service improvement initiatives.

Job-Related Knowledge

• Retail operations and store management practices.

• Inventory management and stock control systems.

• Customer service principles and sales techniques.

• POS systems and financial management fundamentals.

• Product knowledge and performance management.

• Budgeting, health, and safety standards.

Job-Related Skills

• Strong leadership and people management capabilities.

• Effective communication and interpersonal skills.

• Conflict resolution, problem-solving, and decision-making abilities.

• Customer service excellence and complaint handling.

• Workforce planning, scheduling, and time management.

• Merchandising, visual presentation, and profitability management.

• Analytical thinking and financial acumen.

• Human resource and performance 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