Customer Relationship Manager

About the Company

Absolute Brands & Retail Pvt. Ltd. is an expanding organization specializing in fashion and retail sectors, dedicated to creating distinguished brands and delivering high-quality products alongside excellent customer experiences. The company integrates fashion, consumer insights, retail expertise, and technology to develop scalable brands.

Role Overview

The position seeks a seasoned Customer Relationship Manager or Store Manager to oversee overall store performance. Responsibilities include boosting sales and profitability, ensuring an exceptional customer journey, leading the store team effectively, maintaining precise inventory, and driving operational excellence. Ideal candidates possess strong business insight, leadership, and experience within fashion, apparel, or lifestyle retail.

Key Responsibilities

• Meet sales goals monthly, quarterly, and annually.
• Manage daily sales metrics including conversion rates, average transaction values, units per transaction, footfall, and staff productivity.
• Analyze sales data regularly and implement corrective strategies to fulfill targets.
• Stimulate cross-selling, upselling, and additional sales opportunities.
• Apply promotions and offers effectively.
• Monitor competitor activities, pricing strategies, and market trends locally.
• Safeguard gross and net margins by regulating discounts and managing store expenses.
• Deliver superior customer service and resolve complaints promptly.
• Cultivate relationships with repeat and high-value customers to increase loyalty and retention.
• Recruit, train, mentor, and lead store employees; conduct briefings and performance reviews.
• Motivate team members to meet sales and productivity benchmarks.
• Manage attendance, discipline, and enforce HR policies.
• Ensure store's visual merchandising follows corporate standards; maintain organized and appealing product displays.
• Oversee inventory management, including stock availability, replenishment coordination, stock audits, and discrepancy resolution.
• Maintain smooth store operations, including opening and closing procedures, billing accuracy, cash handling, and compliance with statutory and company policies.
• Collaborate with internal teams such as HR, Finance, Marketing, SCM, and Operations for coordinated store management.
• Prepare and submit required operational and sales reports timely.

Performance Indicators

• Achievement and growth of sales figures.
• Conversion percentages from walk-ins to buyers.
• Average transaction values and units sold per transaction.
• Customer footfall and sales productivity per employee.
• Gross and net profit margins.
• Control of discounts and operating expenses.
• Accuracy of inventory and detection of stock losses.
• Customer satisfaction and retention rates.
• Staff productivity, attendance, and attrition levels.
• Compliance with visual merchandising and store standards.

Qualifications & Experience

• A graduate in any discipline; degrees in Retail/Fashion Management or Business Administration are advantages.
• Between 5 to 8 years of experience in retail, especially fashion, apparel, or lifestyle sectors.
• Preferably 3 to 5 years in store management or leadership roles within retail.
• Proven track record in leading and developing retail teams.
• Strong commercial understanding and customer service skills.
• Knowledge of retail KPIs, inventory management, POS systems, and basic MS Excel skills.
• Capability to thrive in a fast-paced, target-oriented environment.

Desired Personal Attributes

• Ownership mentality with full accountability for store outcomes.
• Customer-centric focus encouraging loyalty and repeat business.
• Results-driven approach aiming to exceed business objectives.
• Effective leadership demonstrated through team development and leading by example.
• Strong accountability and commercial insight.
• Problem solving skills with swift corrective actions.
• Discipline in following procedures and timely communication.

Daily Duties

• Review previous day’s sales and performance metrics.
• Conduct morning meetings and set clear team objectives.
• Monitor staff attendance and deployment.
• Ensure store readiness including visual merchandising and product presentation.
• Track footfall, conversion rates, and hourly sales.
• Support critical customer interactions and resolve pending complaints.
• Manage stock availability and replenishment activities.
• Maintain billing procedures, cash handling, and compliance with operational standards.
• Review day-end performance and prepare reports.
• Formulate action plans for upcoming days.

Authority & Accountability

The Store Manager is responsible for overall people management, sales performance, customer experience, inventory control, store operations, profitability, and adherence to compliance requirements, empowered to make decisions within company policies and escalate significant issues when necessary.

What Success Means

Success entails managing the store as though it is your own business — increasing sales, preserving margins, managing inventory effectively, growing staff capabilities, and consistently delivering outstanding customer service.

Benefits

• Opportunity to be part of an expanding fashion and retail organization.
• An environment that rewards performance and encourages teamwork.
• Chance to take ownership and advance professionally.
• Exposure to fashion retail, consumer experience, and brand development.
• Various career growth and learning opportunities.