Retail Store Manager

Company Overview

Sneakinn, established in 2020, is a distinguished brand specializing in premium cleaning, protection, and restoration services for sneakers, footwear, handbags, luxury accessories, and clothing. The company places a high emphasis on quality craftsmanship and customer satisfaction, with skilled technicians operating through a centralized processing facility. Currently, Sneakinn runs eight retail outlets across Delhi-NCR and Mumbai, alongside a centralized workshop in Delhi and a team exceeding 180 members. The company has gained national acclaim, including a feature on Shark Tank India, for its modern, technology-centric service model focused on delivering exceptional care and seamless customer experiences.

Role Overview

The Retail Store Manager is tasked with overseeing the daily operations and customer experience at Sneakinn's retail locations. This position acts as the brand’s frontline representative, ensuring every customer interaction related to article drop-off or collection is handled with professionalism, hospitality, and efficiency. The manager is responsible for managing customer engagement, article processing, inventory, cash handling, and coordination with backend teams, guaranteeing that the store operates smoothly while upholding Sneakinn's premium standards.

Key Responsibilities

• Greet and assist customers dropping off or collecting articles, providing a courteous and professional service.
• Precisely log incoming articles and ensure accurate recording of customer and order details within company systems.
• Inform customers about Sneakinn’s services, procedures, pricing, and timelines as needed.
• Ensure correct tagging, documentation, storage, and handover of articles following company policies.
• Maintain store cleanliness and presentation in line with brand aesthetics.
• Oversee store inventory, managing consumables and packaging materials while keeping accurate records.
• Handle daily cash and digital payments, preparing accurate financial summaries at the end of each day.
• Follow up with customers about completed order collections and outstanding payments where applicable.
• Address customer queries and complaints confidently, adopting a customer-focused, solution-oriented approach.
• Work closely with workshop, logistics, customer experience, and other backend teams to ensure efficient article processing and delivery.
• Maintain accurate records of all customer interactions, transactions, inventory, payments, and article movements.
• Ensure strict compliance with company Standard Operating Procedures (SOPs) and operational guidelines.
• Own the overall customer experience within the store and ensure timely escalation and resolution of any issues.

Qualifications & Requirements

• Previous experience in retail, hospitality, customer service, luxury retail, fashion, or lifestyle sectors is advantageous.
• Excellent verbal communication skills in English, with confidence in professional customer interactions.
• A refined, polite, and welcoming demeanor committed to outstanding customer service.
• Capable of managing customer concerns calmly and resolving issues professionally.
• Fundamental knowledge of cash handling, digital payment processing, and financial record-keeping.
• Strong organizational capabilities with meticulous attention to detail.
• Comfortable operating computers, billing software, WhatsApp, and other essential digital tools.
• Able to multitask effectively within a fast-paced retail environment.
• Effective coordination skills and the ability to collaborate efficiently with backend and logistics teams.
• Demonstrates a proactive, responsible attitude with a strong sense of ownership over store performance and customer satisfaction.

Ideal Candidate Profile

This position suits individuals who enjoy customer engagement, pride themselves on maintaining a high-end retail environment, and take total responsibility for daily store management. Experience in premium retail, fashion, luxury brands, hospitality, salons, automobile showrooms, jewellery, or lifestyle retail settings will be considered an advantage.