Position Overview

The Branch Manager is responsible for overseeing the overall operations, sales performance, and team management of the retail branch. This role ensures that the branch achieves its sales targets while maintaining high standards of customer service, operational efficiency, and compliance with company policies.

The Branch Manager will lead the retail team in delivering excellent customer experiences, managing instalment sales operations, supervising inventory and logistics coordination, and developing team capabilities to support the company’s growth.

Key Responsibilities

1. Sales & Revenue Management

• Drive branch sales performance by achieving monthly and annual sales targets.

• Monitor sales activities including instalment-based jewellery sales and retail transactions.

• Analyse sales data and customer trends to identify opportunities for growth.

• Implement sales strategies, promotions, and marketing initiatives to improve branch revenue.

• Ensure accurate documentation of sales agreements and customer records.

2. Branch Operations Management

• Oversee daily branch operations to ensure smooth workflow and adherence to company policies.

• Ensure compliance with company procedures, operational standards, and regulatory requirements.

• Maintain proper documentation of sales contracts, instalment agreements, and customer records.

• Ensure store cleanliness, security, and professional presentation.

3. Customer Experience & Relationship Management

• Ensure customers receive professional and attentive service throughout the sales process.

• Handle escalated customer issues and resolve complaints effectively.

• Build long-term relationships with customers to encourage repeat business and referrals.

• Ensure clear communication of product information, instalment terms, and company policies.

4. Team Leadership & Development

• Lead, supervise, and motivate the branch team to achieve performance targets.

• Provide coaching and guidance to retail sales staff to improve sales and service skills.

• Conduct regular performance reviews and provide feedback to support employee development.

• Assist in recruiting, training, and onboarding new team members.

5. Inventory & Stock Management

• Monitor stock levels and ensure product availability to support sales activities.

• Conduct periodic stock checks and ensure proper inventory documentation.

• Coordinate with the logistics team for product replenishment and delivery arrangements.

6. Instalment Sales Monitoring

• Oversee instalment sales transactions and ensure proper documentation and verification.

• Ensure compliance with company policies related to instalment purchases and payment terms.

• Work closely with internal departments to ensure smooth processing of instalment orders.

7. Logistics & Delivery Coordination

• Coordinate with the delivery team to ensure timely fulfilment of customer orders.

• Ensure accurate documentation of delivery arrangements and customer confirmations.

• Monitor delivery service standards to maintain customer satisfaction.

8. Reporting & Performance Analysis

• Prepare regular sales and operational reports for management review.

• Track branch performance indicators including sales, customer engagement, and team productivity.

• Provide recommendations to management on improving branch operations and sales strategies.

Requirements

• Minimum 3–5 years of experience in retail or sales management.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Strong problem-solving and decision-making skills.

• Ability to work in a fast-paced retail environment.

• Proficiency in Microsoft Office or similar business systems.