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 and delivering top-tier products and customer service experiences. Our approach integrates fashion insights, consumer behavior, retail expertise, and technology to scale our brands effectively.

Role Overview

We invite applications from seasoned Customer Relationship Managers or Store Managers ready to oversee store performance comprehensively. This role encompasses driving sales, profitability, delivering outstanding customer service, managing the store team, ensuring precise inventory management, and maintaining operational excellence.

Core Responsibilities

• Achieve and surpass monthly, quarterly, and annual sales goals.
• Manage daily sales metrics including conversion rates, average transaction values, units per transaction, footfall, and employee productivity.
• Analyze sales data regularly to implement corrective strategies for meeting targets.
• Promote effective cross-selling, upselling, and supplementary sales.
• Execute promotional activities and offers with precision.
• Keep abreast of competitor actions, pricing, and local market conditions.
• Safeguard gross and net profit margins by controlling discounts and store expenses.

Customer Experience Management

• Ensure delivery of exceptional service and uphold high customer care standards.
• Address and resolve customer grievances swiftly.
• Establish and nurture relationships with frequent and high-value customers to boost retention and loyalty.
• Collect customer feedback and implement enhancements accordingly.

Team Leadership

• Oversee recruitment, training, coaching, and professional development of store employees.
• Assign individual goals and responsibilities to staff members.
• Lead daily briefings and conduct performance evaluations.
• Inspire and motivate the team to meet sales and efficiency objectives.
• Identify and cultivate potential leaders within the team.
• Manage attendance, discipline, and ensure compliance with HR policies.

Visual Merchandising & Store Presentation

• Ensure adherence to company visual merchandising standards.
• Maintain clean, well-organized, and appealing displays with correct product sizes, colors, categories, mannequins, promotions, and signage.

Inventory Control

• Monitor stock levels and identify fast- and slow-moving items.
• Coordinate restocking with supply chain and warehouse teams.
• Ensure proper handling of receiving, storage, stock transfers, returns, and exchanges.
• Conduct regular stock audits and physical inventories.
• Minimize discrepancies, damages, and shrinkage.

Store Operations & Compliance

• Manage smooth opening and closing procedures.
• Maintain daily operational checklists and follow standard operating procedures.
• Ensure accurate billing and handle cash securely.
• Comply with all statutory and company policies.
• Collaborate with HR, Finance, Visual Merchandising, Warehouse, Marketing, Supply Chain Management, and Operations teams.
• Prepare and submit necessary daily and weekly reports.

Key Performance Metrics

• Sales performance and growth
• Conversion rates from walk-in to buyer
• Average transaction value and units per transaction
• Footfall and sales per employee
• Profit margins, discount management, and expense control
• Inventory accuracy and shrinkage
• Customer satisfaction and repeat business
• Team productivity, attendance, and retention
• Compliance with visual merchandising and store standards

Essential Qualifications & Experience

• Graduate degree in any field; qualifications in Retail or Fashion Management or Business Administration are advantageous.
• 5 to 8 years of experience in retail, preferably in the fashion, apparel, or lifestyle sectors.
• 3 to 5 years in store management or leadership roles preferred.
• Proven ability to manage and coach retail teams.
• Strong sales orientation and commercial insight.
• Good knowledge of fashion retail operations and KPIs.
• Excellent skills in customer service and relationship management.
• Effective communication, leadership, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making capability.
• Familiarity with inventory and stock management processes.
• Basic proficiency in MS Excel, POS systems, and retail reporting tools.
• Ability to thrive in a fast-paced, target-oriented environment.

Desired Personal Attributes

• Ownership: fully accountable for store outcomes.
• Customer-Centric: prioritizes customer satisfaction and loyalty.
• Goal-Driven: consistently aims to meet and exceed targets.
• Leadership: sets example and fosters team growth.
• Accountability: accepts responsibility for actions and results.
• Commercial Awareness: understands business impact on revenue and profitability.
• Problem Solver: swiftly identifies and resolves issues.
• Discipline: adheres to established procedures and deadlines.
• Communication: articulates clearly within the team and to management.

Daily Operational Duties

• Review sales and KPI results from the previous day.
• Conduct morning team meetings and establish daily objectives.
• Monitor staff attendance and allocation.
• Check store presentation and visual merchandising readiness.
• Track footfall, conversion rates, and hourly sales.
• Support critical customer interactions.
• Ensure stock availability and replenishments.
• Manage customer complaints and operational issues promptly.
• Supervise billing, cash handling, and SOP compliance.
• Compile end-of-day reports and prepare next-day action plans.

Authority and Expectations

The Store Manager is responsible for all aspects of People, Sales, Customer Experience, Inventory, Store Operations, Profitability, and Compliance. Proactive decision-making within company guidelines is expected, with escalation to Area or Regional Managers for major concerns.

Success Metrics

Effective management of the store as a business entity, demonstrating growth in sales, preservation of margins, inventory control, team development, and superior customer service.

Employee Benefits

• Work opportunity with a growing fashion and retail brand.
• Collaborative and performance-driven environment.
• Chance to take ownership and progress with the company.
• Exposure to fashion, retail operations, consumer experiences, and brand development.
• Career advancement and learning opportunities.

Join us and contribute to creating exceptional products, stronger brands, and remarkable customer experiences.