City Manager

Role:

Key Responsibilities -

1. Sales and store P&L

• Deliver store targets and LFL growth
• Drive conversion, ATV and UPT (all KPI)
• Control manpower cost, shrinkage and markdown leakage
• Build HNI and gifting business

2. E-commerce and WhatsApp operations

• Online orders are fulfilled from the stores, so this role owns dispatch within the agreed TAT
• Returns, refunds and courier escalations
• Stock accuracy between the stores and the website
• WhatsApp orders: response time, conversion, payment and dispatch
• Work with the E-commerce Head on stock and size depth for online. Marketing stays with the e-commerce team.

3. People

• Store hiring, onboarding and training
• Rosters, incentives and performance reviews
• Cut attrition and build successors for store manager roles

4. Stock on floor

• Replenishment, size availability and inter-store transfers (ISTs)
• Cycle counts and stock-on-hand accuracy
• Broken sizes, ageing stock and end-of-season sale (EOSS) execution
• Defects, damages and vendor claims

5. VM, compliance and audit

• Brand VM guidelines followed in every store
• Store SOPs, cash handling and internal audits
• Statutory compliance (shop licences, fire safety) and mall/landlord relations

6. Customer and CRM

• Complaint resolution and service recovery
• Customer data capture, VIP clienteling and repeat purchase

7. Reporting

• DSR, weekly store reviews and monthly business review

  KPIs:

  sales vs target, LFL, conversion, ATV, UPT, online dispatch TAT, return and cancellation rate, WhatsApp conversion, attrition, audit scores, shrinkage, stock accuracy.

Profile:

• Graduate; an MBA is a plus
• 5 to 10 years in premium, luxury or kidswear retail, with at least 2 to 3 years running a store. Not hard pressed that they need to have kidswear experience though that is a plus point.
• Comfortable with Excel and sales data
• Has handled ship-from-store or omnichannel orders
• Strong at clienteling;
• Willing to travel domestic