Description

The Shop Manager is responsible for overseeing the daily operations of the retail store to ensure smooth functioning, drive sales growth, deliver exceptional customer service, and maintain compliance with company policies. This role includes staff management, inventory control, sales optimization, and maintaining a safe and welcoming shopping environment.

Key Responsibilities

Store Operations & Sales

• Drive sales performance across all retail outlets.
• Oversee cash handling, POS operations, and store electronics.
• Promote and upsell products, services, and packages to maximize revenue.
• Prepare and present detailed reports on sales performance, promotions, and customer service.

Customer Service

• Respond promptly and professionally to customer inquiries via phone, email, and in person.
• Resolve customer complaints effectively to ensure satisfaction and retention.
• Gather and share customer feedback with Procurement, Sales, and Management teams.
• Build and maintain strong relationships with airlines and other stakeholders.

Team Leadership & Development

• Supervise, train, and motivate sales attendants in customer service and product knowledge.
• Conduct shift planning and performance reviews in coordination with HR.
• Foster a positive, collaborative, and high-performing team environment.

Inventory & Compliance

• Ensure accurate stock control, pricing, and visual merchandising.
• Monitor and enforce adherence to standard operating procedures across all terminals.
• Oversee workplace health, safety, and security standards.

Administration

• Manage daily administrative tasks including scheduling, reporting, and record-keeping.
• Ensure compliance with company policies and retail regulations.

Qualifications & Experience

Essential

• Diploma or Bachelor’s degree in Retail Management, Business, or related field.
• Minimum of 2 years’ experience as a Shop Manager, Store Manager, or Retail Supervisor.
• Proficiency in POS systems and basic financial reporting.
• Strong leadership, communication, and customer service skills.
• Ability to work in a fast-paced, high-pressure environment.
• Excellent organizational and problem-solving abilities.

Desirable

• Experience in multi-outlet retail management.
• Knowledge of inventory management software.
• Background in aviation or travel retail.

Personal Attributes

• Customer-Focused – Committed to delivering outstanding service.
• Results-Driven – Sales-oriented with a focus on achieving targets.
• Ethical & Trustworthy – Demonstrates integrity in all interactions.
• Adaptable & Resilient – Comfortable working shifts, weekends, and holidays.
• Detail-Oriented – Ensures accuracy in transactions, displays, and reporting.
• Strong Communicator – Able to engage effectively with customers, staff, and stakeholders.
• Proactive Leader – Motivates teams and leads by example.

Working Conditions

• Flexible schedule including weekends and public holidays.
• Fast-paced retail environment with periods of high customer traffic.
• Based in a terminal/store setting with regular walking, standing, and light lifting.

• Drive sales performance across all retail outlets.
• Oversee cash handling, POS operations, and store electronics.
• Promote and upsell products, services, and packages to maximize revenue.
• Prepare and present detailed reports on sales performance, promotions, and customer service.
• Respond promptly and professionally to customer inquiries via phone, email, and in person.
• Resolve customer complaints effectively to ensure satisfaction and retention.
• Gather and share customer feedback with Procurement, Sales, and Management teams.
• Build and maintain strong relationships with airlines and other stakeholders.
• Supervise, train, and motivate sales attendants in customer service and product knowledge.
• Conduct shift planning and performance reviews in coordination with HR.
• Foster a positive, collaborative, and high-performing team environment.
• Ensure accurate stock control, pricing, and visual merchandising.
• Monitor and enforce adherence to standard operating procedures across all terminals.
• Oversee workplace health, safety, and security standards.
• Manage daily administrative tasks including scheduling, reporting, and record-keeping.
• Ensure compliance with company policies and retail regulations.

• Multi-Skilled
• Leadership
• Communication
• Customer Service
• POS systems
• Financial Reporting
• Organizational skills
• Problem-solving abilities
• Inventory management

• Diploma or Bachelor’s degree in Retail Management, Business, or related field.
• Minimum of 2 years’ experience as a Shop Manager, Store Manager, or Retail Supervisor.
• Proficiency in POS systems and basic financial reporting.
• Strong leadership, communication, and customer service skills.
• Ability to work in a fast-paced, high-pressure environment.
• Excellent organizational and problem-solving abilities.
• Experience in multi-outlet retail management (Desirable).
• Knowledge of inventory management software (Desirable).
• Background in aviation or travel retail (Desirable).