Store Manager - Tommy Hilfiger (Mercury)

Role purpose
The store manager's main objective is to oversee all operations essential for the smooth functioning of
the store. This includes guaranteeing swift and polite service to customers to enhance both sales and
customer satisfaction, while also upholding Hudson’s reputation for excellence and professionalism.

The key duties and responsibilities of the role are as follows:
Strategy & Market Analysis:

• Responsible for carrying out actions raised on productivity reports drawn up by retail ops and

country banner.

• Be knowledgeable about customer's needs, complaints and suggestions, and deal with customer

complaints and queries effectively and efficiently.

• Responsible for the adherence of brand guidelines.

Commercial:

• Adhere to brand guidelines and collection planning.

Product Management:

• Collaboratively with Retail Ops communicate feedback on customer buying trends and missed

opportunities to Brand.
Budget Management:

• Accountable to adhere to the allocated store budget such as sales, payroll and operational costs.

Team & Performance Management:

• Responsible/ Inputs the execution of identified actions following mystery shopper reports.
• Accountable for the smooth functioning of retail stores by providing day to day training on

customer service and store operations, ensuring that all staff receive all assigned training, thus
ensuring a high standard of work and reaching the store objectives.

• Responsible for recruitment and selection of their shop according to brand guidelines, allocated

headcount and adhering to payroll budget.

• Responsible to create store rosters that deliver the resource needs of the store and to ensure

accurate timesheet reporting.

• Responsible to ensure that VM guidelines are adhered to.
• Coordinating store employees by establishing working areas, product specialisations, and work

rosters.

• Responsible to ensure that the retail outlet is well maintained and coordinate and monitor all

repair or upgrading work carried out in the retail outlet.

• Responsible to ensure that the Sales Assistants have all required support in terms of equpment

and products to provide a more efficient and professional service.

• Ownership of staff appraisals.

Customer Care:

• Ensure that outlet visitors are provided with a unique experience in line with the company

branding.

• Responsible to check that all items within the shop are free of defects, properly displayed and

correctly priced.
Health & Safety:

• Responsible to ensure that all security measures are in place and functioning adequately,

reporting in the case that they are not.
Direct Reports:

• Assistant Store Manager
• Senior Sales Assistants
• Sales Assistants
• Stock Room Keeper
• In Store Visual Merchandiser.

KPIs

• Responsible for own store P&L
• Top Line Sales
• Completion of all assigned training for team
• Staff Retention
• Labour Costs (shared decision with Retail Ops)
• Mystery Shopper Ratings
• Conversion Rates - UPT, ATV
• Direct operation costs
• Stock Loss

Core competencies, knowledge, and experience

• A minimum of 2 years’ experience working in a retail store, ideally occupying a supervisory or

leadership role

• Familiarity with financial and customer service principles
• Proficient user of MS Office
• Leadership and organizational abilities
• Interpersonal and communication skills
• Problem-solving attitude
• Flexibility to work in shifts
• Sales driven with a good understanding of KPI’s, in order to keep the team updated and push to

reach targets;

• Business acumen to be able to take commercial decisions
• Strong communication & feedback to direct team including key HQ departments;
• Mentor and pass on any training and knowledge provided to team