Store Manager

Job Description – Store Manager

Position: Store Manager
Location: Across Kerala (Retail Stores)
Reports to: Operations Head

Role Summary

The Store Manager is responsible for driving store revenue, ensuring excellent customer service, and managing the day-to-day operations of the store. This includes overseeing staff performance, maintaining high levels of operational discipline, and ensuring the store provides a welcoming and professional environment for pets and pet parents.

Key Responsibilities

1. Revenue & Business Performance

• Own store-level P&L and sales targets.
• Drive product sales (pet food, accessories, grooming, services, etc.).
• Plan and execute local marketing / promotional activities to boost walk-ins and conversions.
• Monitor daily, weekly, and monthly sales performance and take corrective action where needed.

2. People Management

• Supervise store staff including Sales Executives, Groomers, Delivery Associates, and Housekeeping.
• Manage staff attendance, leave schedules, and shift rosters.
• Conduct regular performance reviews and provide feedback.
• Build a culture of accountability, customer focus, and teamwork.
• Train and develop staff on product knowledge, service standards, and grooming protocols.

3. Customer Service & Experience

• Ensure every customer receives exceptional service – both in-store and via home delivery/pickup.
• Handle escalations and resolve customer complaints in a professional and timely manner.
• Build strong relationships with pet parents to encourage repeat business and loyalty.
• Oversee grooming services to ensure safety, hygiene, and high standards.

4. Operations & Compliance

• Oversee inventory management – stock levels, ordering, shrinkage control.
• To submit daily reports on closing the day.
• Ensure grooming and retail areas are clean, safe, and pet-friendly.
• Maintain proper records (attendance, sales, customer data, expenses).
• Ensure compliance with company policies, safety guidelines, and local regulations.

Key Performance Indicators (KPIs)

Revenue & Business Performance

• Achieving monthly store revenue targets (INR value).
• Growth in average bill value & footfall.
• % contribution from grooming / services vs. products.

People Management

• Attendance adherence rate of staff (>95%).
• Employee turnover rate (monthly/quarterly).
• Employee productivity & performance

Customer Service

• Customer satisfaction score (from feedback/surveys – WE NEED TO START)
• Repeat customer rate (% returning customers).
• Number of escalated complaints resolved within SLA.
• Google reviews / online store rating improvement.

Operations

• Inventory variance/shrinkage within acceptable limits (<2%).
• Grooming service quality audit scores.
• Compliance with safety & hygiene audits.
• Timely reporting of MIS (sales, expenses, HR data).

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person