Duty Manager – Retail Operations

About the role

The Duty Manager will lead and inspire the store team to deliver the highest level of customer service while ensuring operational efficiency across all support functions. This role works closely with the Store Manager to drive profitability and maintain brand standards.

Key responsibilities

• Lead, motivate and develop store teams to achieve sales and profit targets.
• Monitor and review activities of cashiers, inventory, customer care, visual merchandising and security against AOP targets.
• Collaborate with the Store Manager on manpower planning, budgeting and category targets.
• Ensure the store operates as an independent profit centre, focusing on productivity and cost control.
• Develop rosters with team leads and promoters to guarantee full coverage of support departments.
• Identify training needs, coordinate development programs and ensure skill updates.
• Enforce SOPs to prevent loss, damage or pilferage and propose procedural improvements.
• Track daily, weekly and monthly performance of each department and report to the Store Manager.
• Maintain store layout and visual merchandising in line with brand guidelines.
• Oversee store projects, maintenance and improvements, escalating delays as needed.
• Handle escalated customer queries and provide training to enhance productivity.

Required profile

• 6‑8 years of retail sales experience, including 2‑3 years in people management.
• Proven ability to lead teams and achieve top‑line and bottom‑line results.
• Strong analytical skills to monitor performance against targets.
• Preferably holds a postgraduate degree such as an MBA in Retail Management.

Required skills