Job Description

Purpose of the Role
The Cluster Store Manager is responsible for overseeing the performance, operations, and profitability of multiple retail stores within a specified region. This leadership role requires a hands-on manager with strong commercial acumen, a passion for delivering exceptional customer experiences, and the ability to develop high-performing teams across stores.
Key Responsibilities
Store Leadership & Operations

• Manage day-to-day operations of multiple retail stores to ensure consistent brand standards and operational excellence
• Drive the execution of all visual merchandising, stock, and store presentation guidelines
• Monitor store compliance with company policies and procedures, including health and safety regulations
• Oversee the implementation of promotional campaigns and seasonal launches

Team Management & Development

• Lead, mentor, and motivate Store Managers and their teams to achieve sales and service targets
• Identify training needs and coordinate staff development in partnership with HR and training teams
• Conduct regular store visits, performance reviews, and coaching sessions
• Foster a culture of accountability, collaboration, and excellence across all stores

Sales & Financial Performance

• Drive store revenue, profitability, and KPI achievement across the cluster
• Analyse sales reports and take corrective action to improve underperforming areas
• Control store expenses and ensure budget adherence
• Monitor stock levels and coordinate with logistics and planning to optimise inventory

Customer Experience

• Ensure exceptional customer service and engagement is delivered consistently across stores
• Handle high-level customer complaints or queries escalated from stores
• Champion the brand's values and ensure every customer interaction reflects the standard

Requirements

• Matric (Grade 12); tertiary qualification in Retail Management, Business, or related field preferred
• Minimum 5 years of multi-store management experience in a premium or luxury retail environment
• Proven track record of achieving sales targets and managing large teams
• Strong operational, organisational, and leadership skills
• Excellent interpersonal and communication skills
• Ability to travel regularly between stores within the assigned cluster
• Proficient in Microsoft Office Suite and retail management systems (e.g., GAAP, Retail Pro, or similar)
• A passion for design, homeware, or lifestyle products is a plus

Skills Required