The Showroom Branch Manager is responsible for overseeing the daily operations and performance of the branch. This role is accountable for ensuring all activities are effectively and efficiently carried out, including sales & profitability, customer service, staff management & training, stock control, store merchandising/display, and administration.
Key Duties and Responsibilities
Sales Targets & Profitability
- Ensure sales targets for employees and the branch are consistently achieved and measured against targets and the previous year's performance.
- Monitor the sales team's daily activities, including customer enquiries, follow-up on filled quotations, and sales returns.
- Closely monitor branch costs and optimize resource allocation and utilization. Develop strategies to decrease costs, reduce wastage or misuse. Report on any losses, damages, or variances with recommendations for corrective measures.
Managing & Leading People
- Check and report on staff daily attendance, documenting and addressing any issue with staff absenteeism.
- Conduct daily/weekly meetings and submit minutes to the CEO/COO.
- Conduct performance evaluations for staff as required, providing frequent objective feedback and necessary recommendations to management (Probation evaluation, contract renewal evaluation, quarterly and annual appraisals, promotion assessment reports).
- Advise and consult with the HR Manager regarding staff training gaps, performance, and disciplinary issues to ensure timely remedial intervention.
- Ensure staff are continuously trained in product knowledge to enhance performance.
- Ensure staff are motivated, well-groomed (wearing clean and crisp uniforms), have their badges (where available), and possess necessary tools of trade (machine, tape measures, notebooks, calculator, etc.).
- Maintain the showroom as a safe environment for staff and clients, checking fire equipment, safety gear, and ensuring clear exits/walk paths.
- Foster a conducive working environment, handling staff conflicts and grievances amicably and promptly with fairness according to laid down policies, processes, and regulations. Ensure employees treat each other with utmost respect and professionalism.
- Manage staff rota concerning off days, leave days, overtime, and public holidays.
- Delegate responsibilities and find ways to grow the team. Identify key talent for future positions to ensure succession at branch level and beyond, providing coaching on upselling and cross-selling opportunities.
Merchandising/Store Displays
- Check the products display in the showroom, ensuring each store is fully stocked, attractively displayed, and well accessorized.
- Conduct floor walks to ensure items are properly arranged, damaged items are identified, and there are no stock outs.
- Stay abreast of upcoming trends and propose ideas on items to be requisitioned and displays for the showroom.
- Advise on inventory orders or movement to the warehouse if empty space exists, prioritizing space for fast-moving items.
- Ensure there are no empty spaces in the showroom.
Compliance (SOP’s) - Policies, Processes & Reports
- Monitor front counter operations: sales postings, cash/invoice processing at the cashier, Internal Daily Notes, and End Of Day reporting. Ensure staff adherence to all processes and controls regarding stock, sales, and deliveries of goods.
- Manage showroom facilities, including repair & maintenance.
- Compile and send accurate weekly and monthly reports to management, including Pending deliveries/order report/returns, Sales performance report, Stock take reports, Footfall report, and KPI reports.
- Ensure daily cash banking is completed, preventing variances, mishandling, or theft.
- Ensure branch compliance: follow up on business permits, licenses, and relevant insurance policies are renewed on time and displayed as required.
- Ensure implementation and compliance with company & HR Policies and procedures by all employees at the branch. Seek clarification in case of any issue.
- Respond promptly to emails from management and submit required reports before set deadlines.
- Ensure daily checking of the website, highlighting any necessary upgrades.
Stock Take & Pricing
- Conduct the monthly stock take exercise and reliably send reports to management.
- Monitor and report on any variances/missing items detected.
- Keenly monitor stock, timely requisitioning showroom stock requirements from the warehouse.
- Ensure the correct part numbers and items are displayed.
- Ensure full stock levels for the branch.
Customer Experience
- Ensure high standards of customer service excellence at the branch. Handle customer complaints/feedback promptly to their satisfaction.
- Ensure all staff handles clients professionally at all times. Ensure timely delivery of goods and services.
- Be adept in product knowledge for all AMEX items in stock.
- Continuously develop initiatives to provide a great and memorable shopping experience for clients. Share successful initiatives with other branch managers for potential wider implementation.
Reports
In addition to ad hoc reporting, the branch manager must compile and prepare the following reports, sending them on or before the deadline to the respective persons:
- Footfall report (daily/weekly/monthly) to the CEO/COO.
- Customer database daily report to the Marketing Manager.
- Sales comparison with comments every Monday.
- Stock outs reports every Monday to Procurement/CEO (filled on the customer enquiry Google Sheet).
- Morning meeting minutes daily to the CEO/COO via email.
- Update on any damaged items in the showroom every Monday, including reasons for the damage.
- Monthly report on the items not selling in the showroom.
- Follow up on all debtors list every week, with a report submitted on Monday.
- Sales Daily Notes required to be updated daily and sent to the CEO/COO.
- Perform any other duties as may be required from time to time.
Requirements
Key Skills & Qualifications (Essential)
- At least two years working as an Assistant Branch Manager/ Supervisor in a busy retail environment.
- Bachelors Degree in Business or equivalent.
- Proven track record of meeting targets.
- Computer skills & Ms Office – Word, Excel, and PowerPoint required.
Essential Attributes
- 3-5 Years managing a team.
- Works well under pressure.
- Excellent oral and written communication skills.
- Attention to detail.
- Creative Problem Solving Skills.
- Decisive.
- Highly Analytical.
- Great Interpersonal Skills.
