Customer Relationship Manager

About Absolute Brand & Retails Pvt. Ltd.

Absolute Brand & Retails Pvt. Ltd. is expanding in the fashion and retail sector, creating unique brands and delivering top-tier products alongside excellent customer experiences. The company merges fashion insight, consumer understanding, retail operations, and technology to establish scalable brands.

Role Summary

The Customer Relationship Manager, also known as Store Manager, will oversee the entire store's performance including driving sales, profitability, excellent customer service, team management, inventory accuracy, and operational efficiency. Candidates should have robust commercial understanding, leadership capabilities, and hands-on experience in fashion, apparel, or lifestyle retail.

Key Responsibilities

• Achieving and exceeding monthly, quarterly, and yearly sales goals.
• Monitoring daily sales metrics including conversions, average transaction values, units per transaction, store footfall, and productivity.
• Analyzing sales reports frequently and implementing corrective measures to meet targets.
• Promoting cross-selling, upselling, and add-on sales strategies.
• Implementing promotions and offers effectively and monitoring competitors' pricing and market trends.
• Protecting profit margins by controlling discounts and store-related expenses.
• Ensuring superior customer service, promptly resolving complaints, fostering relationships with regular and high-value customers to encourage retention and loyalty.
• Collecting and acting upon customer feedback to improve service quality.
• Recruiting, training, coaching, and developing store staff with clear targets and performance feedback.
• Hosting daily briefings, motivating teams, managing discipline, attendance, and HR compliance.
• Implementing visual merchandising standards, maintaining attractive and organized store displays matching company guidelines.
• Managing inventory by tracking stock levels, coordinating replenishment, auditing stock, and minimizing discrepancies and losses.
• Maintaining smooth daily store operations including opening and closing procedures, billing, cash management, compliance with statutory and company policies.
• Coordinating with other teams such as HR, Finance, Warehouse, Marketing, and Operations to ensure seamless store functioning.
• Preparing and submitting daily and weekly performance reports.

Performance Indicators

• Sales achievements and growth.
• Conversion rates from visitors to buyers.
• Average transaction value and units sold per transaction.
• Customer footfall and sales productivity per employee.
• Maintaining gross and net profit margins.
• Controlling discounts and store expenses.
• Ensuring stock accuracy and controlling shrinkage.
• Customer satisfaction, retention, and team productivity.
• Compliance with visual merchandising and store standards.

Skills and Experience Requirements

• Graduation in any field; degrees in Retail/Fashion Management or Business Administration preferred.
• 5 to 8 years of experience in retail, ideally within fashion, apparel, or lifestyle sectors.
• 3 to 5 years in store management or leadership roles.
• Proven ability to manage and motivate retail teams.
• Commercial and sales-oriented mindset with an understanding of retail operational KPIs.
• Strong customer service and relationship-building abilities.
• Excellent communication, leadership, and interpersonal skills.
• Analytical, problem-solving, and decision-making capabilities.
• Knowledge of inventory and stock control best practices.
• Basic skills in MS Excel, Point of Sale (POS) systems, and retail reporting tools.
• Comfortably operates in fast-paced, target-driven environments.

Desired Behavioral Qualities

• Ownership and accountability for overall store results.
• Customer-focused with a drive to boost satisfaction and loyalty.
• Result-driven with consistent performance towards goals.
• Strong leadership, leading by example and fostering team growth.
• Disciplined adherence to processes and procedures.
• Clear and effective communication.
• Proactive problem identification and resolution.
• Commercial awareness influencing decisions on revenue and profitability.

Additional Day-to-Day Duties

• Review sales and KPI performance from previous day.
• Conduct morning meetings to set objectives and manage staffing.
• Ensure store readiness, visual merchandising, and product displays meet standards.
• Track footfall, conversion rates, and sales by hour.
• Handle critical customer engagements personally.
• Monitor inventory and coordinate replenishment.
• Resolve customer complaints and operational challenges promptly.
• Ensure compliance with billing, cash handling, and SOPs throughout the day.
• Complete daily reports and plan next day’s activities.

Authority and Expectations

The Store Manager holds responsibility for people management, sales, customer experience, inventory control, store operations, profitability, and compliance. They are expected to make proactive decisions within company policies and escalate major issues to higher management.

Success Factors

Successful management involves business owner-like ownership of the store, growing sales, safeguarding margins, controlling inventory, nurturing the team, and delivering exceptional customer experiences consistently.

Benefits and Growth

Working with Absolute Brand & Retails offers the chance to be part of a thriving fashion retail company, with opportunities for career advancement, professional growth, and being involved in brand development and consumer experience enhancement.