Job Purpose:

To manage the assigned department efficiently by driving sales, ensuring high standards of visual merchandising, maintaining adequate stock levels, and delivering excellent customer service through effective team supervision and operational execution.

Key Responsibilities:

1. Sales & Performance

• Achieve department sales targets and contribute to overall store profitability.
• Analyze daily and weekly sales reports to identify trends and areas for improvement.
• Implement effective upselling and cross-selling techniques to enhance average transaction value (ATV) and units per transaction (UPT).

2. Customer Service

• Ensure superior customer experience by maintaining high service standards in the department.
• Handle escalated customer queries and complaints effectively.
• Build strong customer relationships to encourage repeat business and loyalty.

3. Team Management

• Supervise and guide the team of Customer Service Associates/Sales Executives in the department.
• Conduct daily team briefings, allocate tasks, and monitor performance.
• Train and coach team members on product knowledge, selling skills, and customer service.

4. Visual Merchandising & Display

• Ensure department displays are aligned with brand guidelines and seasonal VM plans.
• Maintain clean, organized, and attractive product presentation at all times.
• Coordinate with the Visual Merchandiser/Store Manager during new launches and promotions.

5. Inventory & Stock Management

• Monitor stock levels to ensure adequate availability of key styles and sizes.
• Minimize stock loss through regular checks, audits, and adherence to SOPs.
• Support in receiving, tagging, replenishment, and return-to-warehouse/vendor processes.

6. Operations & Compliance

• Ensure the department follows all company SOPs, hygiene, and safety standards.
• Maintain proper documentation, daily checklists, and audit readiness.
• Coordinate with backend teams for system updates, billing issues, or product discrepancies.

7. Reporting

• Share daily sales and performance updates with the Store Manager.
• Provide input on product feedback, customer preferences, and fast/slow-moving items.
• Assist in preparing department-wise MIS and stock reports.

Key Performance Indicators (KPIs):

• Department Sales Achievement (%)
• UPT and ATV improvement
• Shrinkage / Stock Loss %
• Customer Service Rating
• Audit & Compliance Score
• Team Productivity and Retention

Qualifications & Experience:

• Graduate in any discipline (Preferred: Diploma/Degree in Retail Management or Fashion).
• 3–6 years of retail experience with at least 1–2 years in a supervisory or department lead role in fashion/lifestyle retail.

Skills & Attributes:

• Strong communication and interpersonal skills.
• Leadership and people management ability.
• Sales-driven and customer-focused mindset.
• Good understanding of fashion trends and visual merchandising.
• Proficiency in MS Office and POS systems.