Job Description

Areas of Responsibility:

• Customer Experience

• Support and guide store teams in executing exceptional customer experience
• Monitor and improve customer satisfaction and retention levels using Mystery Shopper surveys and feedback
• Ensure consistent visual merchandising and adherence to planograms across all stores
• Manage customer interactions, complaints and requests

• Business Leadership

• Develop and implement effective business plans to address underperformance and drive continuous improvement
• Stay informed on competitor activity and local market dynamics
• Recommend innovative initiatives to improve business growth and customer engagement
• Actively engage in personal development and learning initiatives

• Team Leadership & Development

• Coach, mentor and lead Store Leaders to support their growth and performance, ensuring they contribute effectively to operational excellence and the achievement of goals
• Facilitate performance development
• Facilitate and support training through the Wellness Training Academy
• Promote a positive, values-driven team culture with low turnover
• Ensure fair and consistent management of disciplinary processes
• Talent acquisition - support recruitment, interviewing, and selection of team members to build strong, capable stores

• Store Performance & Risk Management

• Drive sales and profitability targets across the area
• Monitor and influence key performance metrics such as Net Operating Margin, Average Transaction Value, and Conversion Rates
• Manage expenses and employment costs within budgeted limits
• Oversee the implementation and success of promotional campaigns
• Manage waste and stock adjustments across all stores
• Support implementation of system updates, process changes, and inventory control initiatives

• Compliance & Administration

• Ensure audits are completed at required intervals
• Maintain high standards of store readiness
• Support the execution of store openings and renovations within set timelines
• o Ensure adherence to company policies across all stores including health & safety, cash handling, receiving, and stock management
• o Monitor expiry checks and stock counts, ensuring process accuracy
• Valid driver's license and own transport

Job Specifications

• Grade 12
• Relevant retail or business-related degree/diploma (advantageous)
• 2-4+ Years retail management experience
• Strong analytical and leadership skills
• Excellent communication and coaching capabilities
• A good understanding of labour relations and disciplinary procedures

Functional Competencies Required

• Business Analysis
• Risk Assessment
• Decision Making

Skills Required