Store Manager

YLG – STORE MANAGERJob DescriptionPosition: Store Manager

Department: Retail Operations

Location: YLG Salon Outlet

Reports To: Area Manager

Job PurposeTo manage the overall operations of the YLG salon outlet, ensuring excellent customer experience, achievement of sales and revenue targets, team productivity, operational compliance, and adherence to YLG standards.

Key Responsibilities1. Store Operations

• Manage the day-to-day operations of the salon and ensure smooth functioning of the outlet.
• Ensure compliance with YLG SOPs, policies, processes, and operational guidelines.
• Ensure proper opening and closing procedures are followed.
• Maintain required store records, registers, checklists, and operational reports.
• Monitor cleanliness, hygiene, grooming, ambience, and overall store standards.

2. Sales & Business Performance

• Achieve monthly sales, revenue, service, product, and membership targets.
• Drive upselling and cross-selling across all service departments.
• Promote and achieve BSC card/membership sales and other promotional programs.
• Monitor daily sales performance and take corrective actions wherever required.
• Analyse store performance and work on opportunities to improve business.

3. Customer Experience

• Ensure every customer receives a professional and consistent YLG experience.
• Handle customer feedback, complaints, and service-related concerns effectively.
• Ensure proper consultation and service recommendations are provided to customers.
• Monitor customer reviews and actively work towards improving customer satisfaction.
• Encourage the team to build strong customer relationships and repeat business.

4. Team Management

• Lead, motivate, and develop the salon team to achieve business objectives.
• Allocate staff responsibilities and ensure effective manpower utilisation.
• Prepare and monitor staff rosters based on business requirements.
• Conduct regular team briefings and communicate targets, offers, and operational updates.
• Monitor attendance, punctuality, grooming, discipline, and overall team performance.
• Coach team members on customer handling, service knowledge, sales, and SOP adherence.
• Identify training requirements and coordinate with the Area Manager/HR.

5. Service & Quality Management

• Ensure services are delivered according to YLG's prescribed service standards.
• Monitor service quality and ensure proper customer consultation before services.
• Ensure all staff follow the required safety, hygiene, and service procedures.
• Address service-related lapses immediately and take corrective action.

6. Billing & Cash Management

• Ensure 100% accuracy in billing and collection processes.
• Monitor cash handling, daily sales reconciliation, and banking procedures.
• Ensure all services and products are properly billed before payment collection/closure.
• Prevent billing errors, cash shortages, unauthorised discounts, and SOP deviations.
• Maintain proper documentation and report discrepancies immediately.

7. Inventory Management

• Monitor stock levels of professional products, retail products, and consumables.
• Ensure proper stock usage, storage, and inventory control.
• Conduct regular stock verification and report shortages or discrepancies.
• Ensure timely stock requirements are communicated to the concerned team.

8. Reporting & Communication

• Share daily/weekly/monthly store performance updates with the Area Manager.
• Maintain accurate DSR, sales, customer, staff, and operational records.
• Ensure required reports, checklists, registers, and store updates are completed on time.
• Maintain effective communication with the Area Manager, HR, Operations, and Head Office teams.
• Key Performance Areas (KPIs)Achievement of monthly sales and revenue targets
• Service and product sales
• BSC card/membership sales
• Upselling and cross-selling performance
• Customer satisfaction and reviews
• Team productivity and retention
• Attendance and discipline
• Billing and cash accuracy
• Inventory accuracy and control
• SOP and operational compliance
• Store hygiene, grooming, and presentation
• Required Skills & CompetenciesStrong leadership and team-management skills
• Excellent customer-handling and communication skills
• Sales and target-oriented approach
• Good knowledge of salon services and operations
• Ability to coach and motivate team members
• Problem-solving and decision-making ability
• Good interpersonal and negotiation skills
• Ability to handle customer complaints professionally
• Basic knowledge of MS Office/Google Sheets and reporting
• Ability to work in a target-driven retail environment
• Education & ExperienceGraduation/Diploma preferred.
• Prior experience in salon, beauty, retail, hospitality, or customer-service operations is preferred