Branch Manager at City Walk Ltd

SCOPE AND GENERAL PURPOSE OF JOB 

• As the Branch Manager, you will be responsible for overseeing the overall operations and performance of a specific branch. Your primary objective will be to drive sales, ensure exceptional customer service, and maximize profitability. You will be responsible for managing a team, implementing strategies, and maintaining a positive brand image.

DUTIES AND RESPONSIBILITIES 

Sales.

• Increase the sales and “bottom-line” profits of the Branch.
• Let all reports for sales that is bank slip, credit note, advance and in/out be submitted on time to HQ.
• Provide exceptional customer service and ensure the employees also provide the same level of service.
• Manage Branch revenue, including cash handling, deposit reconciliation and delivery of deposits to bank on a daily basis.
• Weekly sales Achievement.
• Prepare Branch daily sales reports and forward to the relevant departments.

System Management.

• Understand and know how to use the EnQuest and HRMS Leave systems.
• Be able to remove historical data for stock forms system to check most selling, slow moving, and also to enable you search for stock as need arise.
• Know how to request for credit note, process sale with no VAT for tax exemption companies.
• Be able to process the relevant sales reports with any in/out or credit note required with no errors.

Personalized Customer Follow-Up.

• Create an automated system to ensure all post-sales activities like thank-you messages, personalized texts, WhatsApp messages, calls, and video calls are sent to customers. Make it simple, short at the same time touching the point so that the customer feel interested to read the message instead of scrolling it. 
• Cultivate good customer relationships through positive interactions. Train the sales team to make a positive impact with customers to ensure not only he is loyal but also, he refers his friends and others.
• Plan Ahead for Stock and Orders. 

Gather Historical Data:

• Collect past sales data for the products you offer. This data will serve as the foundation for analyzing trends and predicting future demand.

Segmentation and Analysis:

• Categorize your products based on their characteristics, such as seasonality, product type, or customer preferences. Analyze the sales patterns of each segment to identify trends and recurring patterns.

Demand Forecasting:

• Use the historical data to forecast future demand. There are various statistical and machine learning techniques available for demand forecasting, such as moving averages, exponential smoothing, and even more advanced algorithms. Choose a method that suits your business needs and level of complexity.

Lead Time Consideration:

• Given that most of your products are imported and have a longer lead time, factor in the time it takes for the products to reach your inventory. This will ensure that you plan well in advance to avoid stock outs.

Event-Based Planning:

• Identify key events and seasons that impact your sales. You've already listed several examples like holidays, special occasions, and seasonal changes. Create a calendar that highlights these events and their respective timeframes.

Safety Stock and Reorder Points:

• Determine safety stock levels for each product to account for unexpected demand spikes or delays in supply. Calculate reorder points based on lead times, demand variability, and desired service levels.

Inventory Management System:

• Use QLIK to have a clear understanding for your inventory data.

Regular Review and Adjustment:

• Your forecasts won't always be perfect. Continuously monitor actual sales against your forecasts and adjust your plans accordingly. Regularly update your forecasting models with new data to improve their accuracy.

Flexibility and Agility:

• While planning ahead is crucial, remain adaptable. Market conditions can change, and unforeseen events can impact demand. Be prepared to make adjustments to your stock plans when necessary.

Promotions and Marketing:

• Coordinate your stock planning with your marketing and promotional activities. If you're running a campaign for a specific event, ensure that you have sufficient stock to meet the anticipated increase in demand.

Feedback Loop:

• Encourage feedback from your sales and customer service teams. They often have insights into customer preferences and can provide valuable information for refining your stock planning strategies.
• Sales from internal branch transfer:
• The management allows internal branch transfer of any specific items that customer requires and it is available in good condition with other branches. This will be transferred by our rider and it is the responsibility of the Branch manager to achieve min 80% of sales from such single delivery.

Training and mentorship.

• Provide training also to the staff who are approved to be at counter.
• Push team to be able to increase their sales where necessary and provide a summary to them of performance.
• Train team on product knowledge, cross-selling, upselling and request for necessary training for your team from Head of Sales.
• Provide ideas of improving sales and share with Head of Sales.
• Keep a breast with all activities happening in the mall or locality so that to use it to plan for sales for branch?
• Update on any good ideas to be shared by team at least every end month on how to better the branch.
• Train, evaluate and counsel Branch employees. Schedule, organize and direct assignments.
• Report submissions. All your staff should be able to submit all reports while you are away on off or leave.

Reporting.

• Vigilant customer record keeping/contact and follow up, with clear indication of customer growth.
• Update all necessary reports requested by department in HQ.
• Consolidated Budget sheet, as per the guidelines given by Head of Sales.
• Customer complain monthly report consolidation.
• Daily conversion rate report.
• Marketing plan report.
• Be submitting monthly reports for your shop.

Administration

• Improve communication for whole team in branch and give all updates required to Head of Sales.
• Work on providing an amicable way of handling any issues at hand well and update Head of Sales.
• Maintain, encourage and possess “ownership mentality”.
• Implement employee performance evaluations and improvement plans.
• Resolve customer problems or complaints by determining optimal solutions.
• Ensure interior and exterior of Branch is maintained to company standards.
• Utilize labor management tools, including effective scheduling, to maximize productivity, profitability and margins.
• Encourage Branch employees to take ownership for their performance and career development plans; follow up on a regular basis.
• Conduct regular branch meeting on a daily basis with an agenda.
• Ensure employee awareness of safety and emergency procedures.
• Maintain and ensure adequate Branch supplies.
• Execute and monitor loss and damage prevention programs.
• Management of all Branch operational issues, to include Branch housekeeping, Branch administrative duties, physical inventories, price changes, etc.
• All reports as requested by Head of Sales are expected to be done without fail.
• Ensure all your staff know the process of handling the counter and their responsibilities.
• In collaboration with the HR Department should any discrepancies arise as a result of lost and/or stolen items this will be valued at sale price.
• All branch stock and branch assets will be your sole responsibility.

QUALIFICATIONS:

• Diploma or bachelor's degree in business management or a related field (preferred).
• 3-5 years of retail management experience.
• Strong leadership and communication skills.
• Proficiency in using retail management software and computer programs.
• Knowledge of sales and inventory management.
• Understanding of marketing and customer service principles.