Description

The Branch Manager is responsible for overseeing the daily operations and overall performance of the branch. The role ensures that all branch activities are carried out efficiently and effectively, including sales and profitability, customer service excellence, staff management and training, stock control, merchandising, compliance, and administration. The Branch Manager is fully accountable for achieving branch targets while upholding company policies, procedures, and standards.

Key Duties and Responsibilities

1. Sales Targets & Profitability

• Ensure branch and individual sales targets are consistently achieved and tracked against set targets and previous year performance.
• Monitor daily sales team activities, including customer enquiries, quotation follow-ups, and sales returns.
• Control branch operational costs and ensure optimal utilization of resources.
• Identify and implement cost-reduction initiatives and measures to minimize wastage or misuse.
• Report on losses, damages, or variances with clear recommendations for corrective actions.

2. Managing & Leading People

• Monitor and report staff attendance daily and address absenteeism issues promptly.
• Conduct daily and weekly staff meetings and submit minutes to the CEO/COO.
• Carry out staff performance evaluations, including probation reviews, contract renewals, quarterly and annual appraisals, and promotion assessments.
• Provide regular, objective feedback and performance recommendations to management.
• Liaise with the HR Manager on training needs, performance gaps, and disciplinary matters to ensure timely intervention.
• Ensure continuous staff training on product knowledge and sales effectiveness.
• Maintain high standards of staff grooming, discipline, and professionalism, including uniforms, badges, and tools of trade.
• Ensure the showroom is a safe working environment by checking fire equipment, safety gear, walk paths, and emergency exits.
• Foster a positive and respectful work environment and handle staff conflicts and grievances fairly and promptly.
• Manage staff schedules, including off days, leave, overtime, and public holidays.
• Identify and develop high-potential employees for succession planning through coaching, mentoring, upselling, and cross-selling training.

3. Merchandising & Store Displays

• Ensure showroom products are fully stocked, attractively displayed, and properly accessorized.
• Conduct regular floor walks to confirm correct arrangement, identify damaged items, and prevent stock-outs.
• Stay informed on market trends and recommend new product requisitions and display concepts.
• Manage showroom space effectively by reallocating slow-moving items and prioritizing fast-moving stock.
• Ensure there are no empty spaces in the showroom at any time.

4. Compliance, Policies & Reporting

• Supervise front counter operations, including sales postings, cash handling, invoicing, Internal Daily Notes, and End-of-Day reporting.
• Ensure strict adherence to company SOPs, controls, and compliance requirements for sales, stock, and deliveries.
• Oversee showroom facilities, including repairs and maintenance.
• Prepare and submit accurate weekly and monthly management reports within set deadlines.
• Ensure daily cash banking is completed with no variances, mishandling, or theft.
• Ensure all required business permits, licenses, and insurance policies are valid, renewed on time, and displayed as required.
• Enforce compliance with company and HR policies and seek clarification where necessary.
• Respond promptly to management emails and ensure timely submission of required reports.
• Conduct daily checks of the company website and highlight any required updates or improvements.

5. Stock Take & Pricing

• Conduct monthly stock takes and submit accurate reports to management without fail.
• Investigate and report on stock variances, shortages, or missing items.
• Monitor stock levels and requisition showroom stock from the warehouse in a timely manner.
• Ensure correct part numbers and pricing are displayed against all items.
• Maintain optimal stock levels to support uninterrupted sales operations.

6. Customer Experience

• Ensure consistently high standards of customer service and handle complaints or feedback promptly and professionally.
• Ensure all staff engage customers courteously and deliver services within agreed timelines.
• Maintain strong product knowledge across all stocked items.
• Develop and implement initiatives that enhance customer experience and create memorable shopping journeys.
• Share successful customer service initiatives with other branches for potential rollout.

7. Reporting Responsibilities

The Branch Manager is responsible for preparing and submitting the following reports within the required timelines:

• Daily, weekly, and monthly footfall reports to the CEO/COO
• Daily customer database reports to the Marketing Manager
• Weekly sales comparison reports with commentary
• Weekly stock-out reports to Procurement/CEO
• Daily morning meeting minutes to the CEO/COO
• Weekly damaged items report with reasons
• Monthly slow-moving items report
• Weekly debtors follow-up report (submitted every Monday)
• Daily Sales Daily Notes to the CEO/COO

8. Other Duties

Perform any other duties as assigned by management from time to time.

Requirements

Key Skills & Qualifications

Essential Skills:

• Minimum of two (2) years’ experience as an Assistant Branch Manager or Supervisor in a busy retail environment.
• Bachelor’s Degree in Business Administration or a related field.
• Proven track record of meeting and exceeding sales targets.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

Essential Attributes:

• 3–5 years’ experience managing and leading teams.
• Ability to work effectively under pressure.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Creative problem-solving ability.
• Decisive and results-oriented.
• Highly analytical mindset.
• Strong interpersonal and leadership skills.

Behavioral Competencies

• People Management and Leadership
• Strategic and Big-Picture Thinking
• Effective Delegation and Accountability

• Ensure branch and individual sales targets are consistently achieved and tracked against set targets and previous year performance.
• Monitor daily sales team activities, including customer enquiries, quotation follow-ups, and sales returns.
• Control branch operational costs and ensure optimal utilization of resources.
• Identify and implement cost-reduction initiatives and measures to minimize wastage or misuse.
• Report on losses, damages, or variances with clear recommendations for corrective actions.
• Monitor and report staff attendance daily and address absenteeism issues promptly.
• Conduct daily and weekly staff meetings and submit minutes to the CEO/COO.
• Carry out staff performance evaluations, including probation reviews, contract renewals, quarterly and annual appraisals, and promotion assessments.
• Provide regular, objective feedback and performance recommendations to management.
• Liaise with the HR Manager on training needs, performance gaps, and disciplinary matters to ensure timely intervention.
• Ensure continuous staff training on product knowledge and sales effectiveness.
• Maintain high standards of staff grooming, discipline, and professionalism, including uniforms, badges, and tools of trade.
• Ensure the showroom is a safe working environment by checking fire equipment, safety gear, walk paths, and emergency exits.
• Foster a positive and respectful work environment and handle staff conflicts and grievances fairly and promptly.
• Manage staff schedules, including off days, leave, overtime, and public holidays.
• Identify and develop high-potential employees for succession planning through coaching, mentoring, upselling, and cross-selling training.
• Ensure showroom products are fully stocked, attractively displayed, and properly accessorized.
• Conduct regular floor walks to confirm correct arrangement, identify damaged items, and prevent stock-outs.
• Stay informed on market trends and recommend new product requisitions and display concepts.
• Manage showroom space effectively by reallocating slow-moving items and prioritizing fast-moving stock.
• Ensure there are no empty spaces in the showroom at any time.
• Supervise front counter operations, including sales postings, cash handling, invoicing, Internal Daily Notes, and End-of-Day reporting.
• Ensure strict adherence to company SOPs, controls, and compliance requirements for sales, stock, and deliveries.
• Oversee showroom facilities, including repairs and maintenance.
• Prepare and submit accurate weekly and monthly management reports within set deadlines.
• Ensure daily cash banking is completed with no variances, mishandling, or theft.
• Ensure all required business permits, licenses, and insurance policies are valid, renewed on time, and displayed as required.
• Enforce compliance with company and HR policies and seek clarification where necessary.
• Respond promptly to management emails and ensure timely submission of required reports.
• Conduct daily checks of the company website and highlight any required updates or improvements.
• Conduct monthly stock takes and submit accurate reports to management without fail.
• Investigate and report on stock variances, shortages, or missing items.
• Monitor stock levels and requisition showroom stock from the warehouse in a timely manner.
• Ensure correct part numbers and pricing are displayed against all items.
• Maintain optimal stock levels to support uninterrupted sales operations.
• Ensure consistently high standards of customer service and handle complaints or feedback promptly and professionally.
• Ensure all staff engage customers courteously and deliver services within agreed timelines.
• Maintain strong product knowledge across all stocked items.
• Develop and implement initiatives that enhance customer experience and create memorable shopping journeys.
• Share successful customer service initiatives with other branches for potential rollout.
• The Branch Manager is responsible for preparing and submitting the following reports within the required timelines: Daily, weekly, and monthly footfall reports to the CEO/COO, Daily customer database reports to the Marketing Manager, Weekly sales comparison reports with commentary, Weekly stock-out reports to Procurement/CEO, Daily morning meeting minutes to the CEO/COO, Weekly damaged items report with reasons, Monthly slow-moving items report, Weekly debtors follow-up report (submitted every Monday), Daily Sales Daily Notes to the CEO/COO.
• Perform any other duties as assigned by management from time to time.

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
• Ability to work effectively under pressure
• Excellent verbal and written communication skills
• Strong attention to detail
• Creative problem-solving ability
• Decisive and results-oriented
• Highly analytical mindset
• Strong interpersonal and leadership skills

• Minimum of two (2) years’ experience as an Assistant Branch Manager or Supervisor in a busy retail environment.
• Bachelor’s Degree in Business Administration or a related field.
• Proven track record of meeting and exceeding sales targets.
• 3–5 years’ experience managing and leading teams.