Duty Manager – Retail Store Operations

About the role

The Duty Manager is responsible for overseeing all aspects of store operations, ensuring that sales targets, margins and productivity goals are met while maintaining a high level of customer service. You will work closely with the Area Manager to ensure store compliance with company standards and drive continuous improvement.

Key responsibilities

• Lead, inspire and motivate store teams to achieve top‑line sales and front‑end margins.
• Monitor store performance against the Annual Operating Plan, focusing on productivity and efficiency.
• Ensure accurate merchandising, price updates and planogram compliance.
• Manage the store as an independent profit centre, controlling both revenue and expenditure.
• Oversee stock receipt, inventory accuracy and shrinkage reduction, including regular PI counts.
• Handle escalated customer complaints, returns, location transfers and delivery issues.
• Track conversion rates at department and individual levels.
• Plan and deliver training, succession planning and regular one‑on‑one coaching.
• Prepare and submit reports on productivity, roster, leave planning and other operational metrics.
• Enforce staff grooming, discipline, punctuality and adherence to store policies and checklists.

Required profile

• Proven ability to lead and motivate retail teams.
• Strong analytical mindset to monitor KPIs and drive efficiency.
• Excellent problem‑solving skills for handling customer escalations and operational issues.
• Attention to detail in merchandising, pricing and inventory control.
• Effective communication for reporting and staff development.

Required skills