The store manager is responsible for keeping daily operations functioning smoothly and managing employees. The store manager reports to the CEO and Operations Manager; however, within the store environment, the store manager is responsible for all aspects of its performance. Other areas of responsibility include:
- Staff scheduling one month in advance
- Organization of stockroom
- Processing new shipments
- Training new employees on POS
- All aspects of customer service
- Staff communication: weekly team meetings stating goals and reporting on store performance, tracking daily sales and returns
Customer Service Functions
The store manager is broadly responsible for maintaining customer satisfaction and must continuously assess the following elements of customer service:
- How are customers greeted when they enter the store?
- Make sure customer is aware of more sizes available in stockroom
- Are employees offering helpful guidance - after listening to the customer?
- If the customer has a problem or concern, how does the store handle it?
- If the customer has a return or exchange is the process hassle-free for the customer?
Product Inventory Responsibilities
These functions fall under inventory management:
- Merchandise: Replenishment transfer form should be sent to HQ, taking note of what has been sold and placing orders for those products, and customer requests.
- Receiving stock: Process new shipment same day of arrival and making sure items are tagged and defective free.
- Merchandise handling: This includes restocking shelves and displays, moving items for customers, and shipping items to customers.
Standard Operating Procedures and Checklists for Store Operations
To run smoothly and efficiently, stores should define their daily, weekly, and monthly processes in written standard operating procedures. These procedures can be paired with checklists to ensure they are being carried out properly.
General Store Opening and Closing
- Employees assigned to open should arrive early to prepare the store for its opening to the public.
- The store should be opened to the public on time.
- Employees should begin preparing at a designated time for the store to close. This typically includes cleaning and other preparation for opening the next day.
- Product shipments should be received in a set procedure to ensure everything arrives in good condition and in the proper quantity.
- Route products in an efficient manner to the proper location in the store, either to the shelves, storage, or holding area.
- Enter products in the inventory system for tracking.
- Return damaged goods according to standard operating procedures.
- Fulfill orders from online.
- After greeting, make the client aware we have a complete size run of each style on the floor.
- Offer water, coke, or diet coke to clients.
- Handle any customer complaints quickly with a resolution.
- Offer home delivery of large items.