Regional Manager

The Regional Manager is accountable for the overall operational, commercial, and people performance of a cluster of retail stores within a defined geographic region. The role’s primary objective is to drive sales and profitability while ensuring brand standards, exceptional customer service, and consistent team development across all locations.

Role Responsibilities

Sales & Commercial Performance

• Deliver seasonal visual merchandising and store layouts in alignment with brand guidelines.
• Set and cascade regional sales targets; monitor store performance and implement corrective actions as required.
• Conduct merchandise analysis in collaboration with store teams to optimize assortments and drive sell-through.
• Leverage footfall, conversion rates, and SKU-level data to identify growth opportunities and emerging trends.
• Ensure timely and accurate implementation of pricing, promotions, and catalogues across all locations.

Store Operations & Standards

• Ensure consistent execution of operational processes and customer service standards across the region.
• Conduct regular store visits to review visual merchandising, stock accuracy, and service quality.
• Oversee timely store openings and adherence to project timelines for new stores and refurbishments.
• Lead the implementation of marketing initiatives and promotional campaigns across all stores.
• Enforce compliance with brand guidelines, mystery shopping expectations, and audit standards.

Profitability & Cost Control

• Review P&L statements with store managers and take appropriate actions to enhance profitability.
• Monitor and control operational costs, utilities, and consumables.
• Approve capital expenditures related to store maintenance and improvements.
• Minimize shrinkage by ensuring compliance with stock protection measures and system accuracy.

People Management & Development

• Line-manage store managers, providing coaching to drive performance, engagement, and accountability.
• Drive team capability through structured training, on-the-job development, and regular performance feedback.
• Cultivate a culture of recognition, ownership, and exceptional customer service.
• Align team goals with business strategy and brand objectives.

Customer Experience & Brand Integrity

• Embed a strong customer service ethos that consistently exceeds expectations.
• Use customer insights and store-level feedback to enhance service delivery and influence policy updates.
• Improve key metrics such as Net Promoter Score (NPS), customer feedback ratings, and satisfaction levels.
• Ensure brand consistency through staff grooming, store presentation, and adherence to VM guidelines.

Key Deliverables

• Profitable and brand-compliant stores with strong operational efficiency.
• Consistent adherence to customer service excellence and visual merchandising standards across the region.
• Minimized shrinkage, accurate inventory control, and efficient stock management.
• Highly engaged and capable store teams with low attrition and high team morale.
• Regular achievement of sales targets, conversion metrics, and customer satisfaction goals.