Customer Relationship Manager

About Absolute Brands & Retail Pvt. Ltd.

Absolute Brands & Retail Pvt. Ltd. is an expanding fashion and retail company dedicated to creating unique brands while delivering superior products and customer service. Our approach integrates fashion insights, consumer understanding, retail strategies, and technology to build scalable brands.

Role Overview

We seek a seasoned Customer Relationship Manager/Store Manager to oversee overall store performance. This leadership role entails driving sales and profitability, ensuring exceptional customer experiences, managing the store team, maintaining inventory accuracy, and upholding operational excellence. Ideal candidates possess strong commercial insight, leadership capabilities, and practical experience within the fashion, apparel, or lifestyle retail sector.

Primary Responsibilities

• Consistently meet monthly, quarterly, and annual sales objectives.
• Enhance daily sales metrics including conversion rates, average transaction values, units per transaction, footfall, and employee productivity.
• Analyze sales data regularly and implement corrective measures to achieve targets.
• Promote cross-selling, upselling, and additional product sales.
• Efficiently execute promotions and offers.
• Keep abreast of competitor activities, pricing strategies, and local market trends.
• Maintain healthy gross and net margins while controlling discounts and store expenses.
• Ensure outstanding customer service, promptly addressing complaints and fostering customer loyalty and retention.
• Recruit, train, and mentor store staff; conduct daily briefings and performance evaluations.
• Motivate personnel to meet productivity and sales goals; identify and develop future leaders.
• Oversee visual merchandising, ensuring displays are attractive, organized, and in line with brand guidelines.
• Manage inventory effectively through monitoring stock levels, coordinating with supply chain teams, conducting audits, and minimizing shrinkage.
• Ensure adherence to store operations procedures including opening/closing processes, billing, cash handling, and statutory compliance.
• Collaborate with HR, Finance, Marketing, Warehousing, and other departments for smooth operational flow.
• Prepare and submit required operational reports timely.

Success Metrics

Key performance indicators include sales growth, conversion rates, average transaction values, footfall per employee, margin protection, expense control, inventory accuracy, shrinkage reduction, customer satisfaction, staff productivity, attendance, and compliance with visual merchandising and store standards.

Candidate Profile and Qualifications

• Graduate in any discipline; qualifications in Retail/Fashion Management or Business Administration are advantageous.
• 5 to 8 years of retail experience, preferably in fashion, apparel, or lifestyle segments.
• 3 to 5 years in a Store Manager or equivalent leadership role.
• Experienced in managing and nurturing retail teams.
• Strong commercial focus and comprehensive understanding of retail operations and KPIs.
• Excellent interpersonal, communication, leadership, and customer relationship skills.
• Analytical thinker with strong problem-solving and decision-making abilities.
• Proficient in inventory and stock management principles.
• Basic competency in MS Excel, POS systems, and retail reporting.
• Adept at working in fast-paced, target-oriented environments.

Desired Personal Qualities

• A strong sense of ownership and responsibility for store outcomes.
• Customer-centric mindset prioritizing satisfaction and retention.
• Result-driven approach to exceed sales targets.
• Leadership by example with focus on team development.
• Accountability for decisions and actions.
• Commercial awareness regarding the impact of store activities on financial results.
• Effective problem identification and swift corrective action.
• Strict adherence to standard operating procedures and reporting timelines.
• Clear and consistent communication with team members and management.

Daily Store Operations

• Review previous sales and KPI achievements.
• Lead daily morning briefings and set team goals.
• Monitor attendance and staff assignments.
• Ensure store readiness including visual merchandising and product presentation.
• Track footfall, conversion, and sales by hour.
• Support customer interactions, particularly with high-value clients.
• Oversee stock availability and replenishment processes.
• Resolve outstanding customer and operational issues.
• Ensure compliance with billing, cash handling, and SOPs.
• Finalize daily performance reviews and reports.
• Plan actions for the next business day.

Authority and Accountability

The Store Manager is responsible for people management, sales results, customer experience, inventory accuracy, store operations, profitability, and regulatory compliance. Proactive decision-making within company guidelines is expected, with escalation of critical matters to area or regional management.

What Success Entails

Operate the store akin to a business owner by driving sales growth, margin protection, inventory control, staff development, and delivering outstanding customer service.

Opportunities Offered

• Engage with a dynamic and expanding fashion retail organization.
• Participate in a results-oriented and collaborative working environment.
• Take ownership with prospects for personal and professional growth.
• Gain exposure to brand building, consumer experience, and retail innovation.
• Access career progression and continuous learning avenues.