Customer Relationship Manager

Company Overview

Absolute Brands & Retail Pvt. Ltd. is an expanding fashion and retail company dedicated to creating standout brands and providing top-quality products alongside superior customer service. They integrate expertise in fashion, consumer insights, retail operations, and technology to scale their brands successfully.

Role Summary

The company is seeking a seasoned Customer Relationship Manager / Store Manager to oversee all aspects of store performance. This role is pivotal for boosting sales and profits, ensuring excellent customer service, managing staff, keeping inventory accurate, and maintaining operational excellence. Candidates should have strong commercial insight, leadership experience, and practical experience in fashion, apparel, or lifestyle retail sectors.

Key Responsibilities

• Meet monthly, quarterly, and annual sales goals while driving daily metrics like sales conversions, average transaction values, units per transaction, foot traffic, and staff productivity.
• Analyze sales data regularly to implement corrective strategies and leverage promotional activities effectively.
• Keep track of competitor pricing and local market trends to protect profit margins and manage discounts and costs prudently.
• Ensure outstanding customer service, promptly resolve complaints, foster strong customer relationships, and promote repeat business and customer loyalty.
• Recruit, train, and develop store team members, conduct daily briefings and reviews, set individual goals, and encourage high performance and team motivation.
• Maintain store appearance following visual merchandising guidelines, ensuring attractive and organized product displays and signage.
• Manage inventory through monitoring stock levels, coordinating replenishment, conducting regular audits, and controlling discrepancies and shrinkage.
• Oversee daily store operations, including opening/closing procedures, cash handling, billing accuracy, compliance with company policies, and coordination with corporate teams.
• Prepare and submit timely reports on store performance and operations.

Success Metrics

• Achievement of sales and growth targets.
• Conversion rate from walk-in customers to buyers.
• Average transaction values and units sold per transaction.
• Footfall and sales per employee efficiency.
• Margin protection and control of discounts and expenses.
• Inventory accuracy, minimal shrinkage, and stock loss.
• High levels of customer satisfaction and retention.
• Staff productivity, attendance, and compliance with visual merchandising standards.

Candidate Profile

• Graduate in any field; qualifications in Retail/Fashion Management or Business Administration are advantageous.
• 5 to 8 years of experience in retail, ideally in fashion, apparel, or lifestyle sectors.
• At least 3 to 5 years in a store leadership or managerial role.
• Experience in managing and developing retail teams.
• Strong commercial acumen and sales orientation with deep knowledge of fashion retail operations and KPIs.
• Excellent customer service, communication, leadership, and interpersonal capabilities.
• Proficient analytical, problem-solving, and decision-making skills.
• Familiarity with inventory management, MS Excel, POS systems, and retail reporting tools.
• Ability to excel in a fast-paced, target-driven setting.

Desired Work Attitudes

• Ownership mentality, taking full responsibility for store outcomes.
• Customer-first approach focused on satisfaction, loyalty, and repeat business.
• Strong result-orientation and consistent target achievement.
• Leadership by example with talent development focus.
• Accountability and responsibility for actions and results.
• Commercial mindset to understand impact on revenues and profitability.
• Proactive problem-solving and quick corrective action.
• Discipline in following SOPs, processes, and deadlines.
• Clear communication with teams and management.

Daily Duties

• Review prior day's sales and KPIs.
• Conduct morning briefings and set daily targets.
• Manage staff attendance and allocation.
• Ensure store readiness, visual merchandising, and product presentation standards.
• Track hourly sales, foot traffic, and support key customer interactions.
• Monitor inventory and coordinate replenishment.
• Resolve customer and operational issues promptly.
• Ensure compliance with billing, cash handling, and SOPs.
• Submit daily performance reports and plan next day actions.

Authority and Accountability

The Store Manager holds full accountability for people management, sales, customer experience, inventory control, operations, profitability, and compliance. The role requires making proactive decisions within company policies and escalating critical issues to regional leadership as necessary.

What Success Looks Like

Effectively operating the store as a business proprietor by growing sales, safeguarding margins, managing inventory, developing the team, and providing an outstanding customer experience.

Benefits

• Opportunity to contribute within an emerging fashion and retail enterprise.
• A dynamic, performance-centric, and collaborative workplace environment.
• Chance to own responsibilities and advance within the company.
• Exposure to fashion retail, consumer experience, and brand development.
• Prospects for career progression and continuous learning.