Job Description

- Store Manager

Position:

Store Manager

Location:

Across Kerala (Retail Stores)

Reports to:

Operations Head

Role Summary

The Store Manager is responsible for driving store revenue, ensuring excellent customer service, and managing the day-to-day operations of the store. This includes overseeing staff performance, maintaining high levels of operational discipline, and ensuring the store provides a welcoming and professional environment for pets and pet parents.

Key Responsibilities

1. Revenue & Business Performance

Own store-level P&L and sales targets. Drive product sales (pet food, accessories, grooming, services, etc.). Plan and execute local marketing / promotional activities to boost walk-ins and conversions. Monitor daily, weekly, and monthly sales performance and take corrective action where needed.

2. People Management

Supervise store staff including Sales Executives, Groomers, Delivery Associates, and Housekeeping. Manage staff attendance, leave schedules, and shift rosters. Conduct regular performance reviews and provide feedback. Build a culture of accountability, customer focus, and teamwork. Train and develop staff on product knowledge, service standards, and grooming protocols.

3. Customer Service & Experience

Ensure every customer receives exceptional service - both in-store and via home delivery/pickup. Handle escalations and resolve customer complaints in a professional and timely manner. Build strong relationships with pet parents to encourage repeat business and loyalty. Oversee grooming services to ensure safety, hygiene, and high standards.

4. Operations & Compliance

Oversee inventory management - stock levels, ordering, shrinkage control. To submit daily reports on closing the day. Ensure grooming and retail areas are clean, safe, and pet-friendly. Maintain proper records (attendance, sales, customer data, expenses). Ensure compliance with company policies, safety guidelines, and local regulations.

Key Performance Indicators (KPIs)

Revenue & Business Performance

Achieving monthly store revenue targets (INR value). Growth in average bill value & footfall. % contribution from grooming / services vs. products.

People Management

Attendance adherence rate of staff (>95%). Employee turnover rate (monthly/quarterly). Employee productivity & performance

Customer Service

Customer satisfaction score (from feedback/surveys - WE NEED TO START) Repeat customer rate (% returning customers). Number of escalated complaints resolved within SLA. Google reviews / online store rating improvement.

Operations

Inventory variance/shrinkage within acceptable limits (<2%). Grooming service quality audit scores. Compliance with safety & hygiene audits. Timely reporting of MIS (sales, expenses, HR data).
Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person