The document outlines the responsibilities and key performance indicators for a store manager, including areas such as business analysis, inventory management, visual merchandising, customer service, and compliance with health and safety measures. It details processes for maintaining high standards in promotions, seasonal events, and after-sale services, while managing accounts and team performance. Ultimately, it emphasizes the importance of effective management and operational efficiency to drive customer satisfaction and business growth.

1. KEY PERFORMANCE
INDICATORS
STORE MANAGER

2. INDEX
• BUSINESS MANAGEMENT
• INVENTORY MANAGEMENT
• VISUAL MERCHANDISING MANAGEMENT
• PROMOTIONS & OFFER MANAGEMENT
• SEASONAL & EVENTS LAUNCH MANAGEMENT
• CUSTOMER SERVICE & AFTER SALE SERVICE MANAGEMENT
• ACCOUNT MANAGEMENT
• PEOPLE MANAGEMENT
• FLOOR MANAGEMENT
• AUDIT & SOPS MANAGEMENT
• BACK OFFICE & ADMINISTRATIVE REPORTS MANAGEMENT
• BACK STORE MANAGEMENT
• HEALTH & SAFETY/ SECURITY CONTROL MEASURES MANAGEMENT

3. BUSINESS MANAGEMENT
• ANALYSIS: To Analyze the Business on daily, weekly, monthly,
quarterly & annually of individuals, departments & store this
year v/s last year.
• FACTOR IDENTIFICATION: To analyze the product, price,
customers, visual merchandising principles, marketing
strategies, public relation activities, promotions, offers, events
on calendar, service standards and competitor’s activities this
year v/s last year to identify those factors which are impacting
the Business.
• HEALTH RECOGNITION: To analyze & categorize the factors
which are strength & weakness of the business.
• ACTION PLAN: To ensure that we maintain the strengths &
retain their positions and to ensure that a well designed tailor
made action plan is in practice to work out on business
weaknesses to keep the Business healthy, fruitful & profitable.

4. INVENTORY MANAGEMENT
• ANALYSIS: Analyzed LY department wise, brand wise, sub-
group wise inventory sold on daily, weekly, promotions,
monthly, quarterly & annually basis each time to fill in the gaps
TY as per the sops.
• IDENTIFICATION: Identified fast sellers, slow sellers, non sellers,
& strictly considered while placement of refill on top priority as
per the sops.
• CONSOLIDATION: End range consolidations has been
accomplished in given time frame as per the sops.
• SHRINKAGE & PILFERAGE: Maintained a very high compliance
to control the shrinkage & pilferage to the given 0.25% of the
total sales as per the set sops.
• STOCK TAKE: Participated thoroughly in stock counts
procedures and maintained very well control in maintaining
inventory losses as per the Audit Guidelines.

5. VISUAL MERCHANDISE MANAGEMENT
• WINDOW: Understood the VM Guidelines for display standards
of in-store window displays & maintained it updated at all times
as per the set guidelines.
• FOCAL: Understood the VM Guidelines for display standards of
focal walls displays & maintained it updated at all times as per
the set guidelines all across the focal walls at various
departments.
• DEPARTMENTS: Understood the VM Guidelines for standard
usage & maintenance of VM Display Aids & marketing material
and hence maintained it updated at all times as per the set
guidelines all across the departments.
• BACKHOUSE : Understood the VM Guidelines of standard
backhouse keeping of unused VM Display Aids & marketing
material and hence maintained the same at all times in the
backhouse in their respective allocated hubs.

6. PROMOTION & OFFER MANAGEMENT
• WINDOW: Understood the VM Guidelines of promotions/ offers
display standards for in-store window displays & maintained it
updated during the course of promotions/ offers.
• FOCAL: Understood the VM Guidelines for promotions/ offers
display standards of focal walls displays & maintained it updated
at all times as per the set guidelines all across the focal walls at
various departments.
• DEPARTMENT: Understood the VM Guidelines for promotions/
offers standard usage & maintenance of VM Display Aids &
marketing material and hence maintained it updated at all times
as per the set guidelines all across the departments.
• MAINTENANCE : Maintained the implemented promotions/ offers
VM changes till the end of promotions/ offers very well and
brought back to the original form after it at all times on end.

7. SEASONAL & EVENTS LAUNCH
• WINDOW: Understood the VM Guidelines of seasonal/ eventual
display standards for in-store window displays & maintained it
updated during the course of seasons/ events.
• FOCAL: Understood the VM Guidelines of seasonal/ eventual
display standards of focal walls displays & maintained it updated
at all times as per the set guidelines all across the focal walls.
• DEPARTMENT: Understood the VM Guidelines of seasonal/
eventual standard usage & maintenance of VM Display Aids &
marketing material and hence maintained it updated at all times
as per the set guidelines all across the departments.
• MAINTENANCE : Maintained the implemented seasonal/ eventual
VM changes till the end of seasons/ events very well and
changed again to the new seasons/ events when required.

8. CUSTOMER SERVICE & AFTER
SALE SERVICE MANAGEMENT
• BUILDING RELATIONSHIP: Motivated team to maintain an ambience
where our customers can enjoy an unmatched quality along with a
world class customer service experience to ensure we build
relationship with our customers by practical application of Golden
Rules of Customer Service.
• DATABASE MANAGEMENT: Uploaded customers database in
ORPOS on day to day basis, maintained records for upcoming
promotions, offers, seasonal, occasional & eventual launches and
shared the same with concerned marketing team.
• AFTER SALE SERVICES MANAGEMENT: Provided our customers
with a world class customer services experiences in past 12 years
successfully and built relationship efficiently. Helped the customers for
their After Sale Services needs (exchanges & refunds) and trained the
team in problem solving, decision making & trouble shooting
techniques.

9. ACCOUNT MANAGEMENT
• IN STORE ACCOUNTS STATEMENTS: Maintained the daily cash
operation within the audit & sops defined guidelines.
• ADMINISTRATION MANAGEMENT: Maintained sales reports, petty
expenses statements, banking & cash reconciliation statements,
team’s over time & incentives statements, as per the audit & sops
defined guidelines. Sent the same to the Head Quarters at regular
intervals.
• CUSTOMER’S FEEDBACK MANAGEMENT: Maintained customer’s
feedback records and uploaded the same on ORPOS on day to day
basis. Maintained Courier Sales & Solved quality related issues
efficiently.
• BULK BUYERS & CORPORATE QUERIES: Assisted the bulk buyers
& corporate sales queries very proficiently and reported the same to
the concerned department at Head Quarters.

10. PEOPLE MANAGEMENT
• TRAINING & INDUCTION PROGRAM: Conducted induction program
and various training secessions for the team members.
• TEAM BUILDING & MOTIVATION: Conducted team briefings on day
to day basis for the clear understanding of the business performance
and hence motivated the team members by inter staff competition to
achieve their given targets.
• TASK DELEGATION & MONITORING: Given tasks to each individual
team member, monitored their progress on it & helped them to
complete their given tasks within the given time frames.
• ONE TO ONE: Analyzed each individual team member’s, their
department’s & store performance on weekly basis and hence
conducted one to one secessions to introduce them with the business
performance.
• ANNUAL APPRAISALS: Analyzed each team member’s, their
department’s & store performance on annual basis and hence
conducted their Annual Appraisals.

11. FLOOR MANAGEMENT
• INVENTORY REPLENISHMENTS: Analyzed the required
inventory/product replenishment standards & advised the corrections
incase if any required to rectify the same across the store & window
displays.
• VISUAL MERCHANDISING STANDARDS: Analyzed the visual
merchandising standards and advised the corrections incase if any
required to rectify the same across the store & window displays.
• MARKETING MATERIAL & VM DISPLAY AIDS: Analyzed the usage
of marketing material & vm display aids standards and advised the
corrections incase if any required to rectify the same across the store
& window displays.
• HOUSEKEEPING: Analyzed the cleanliness all across the store and
advised the corrections incase if any required to rectify the same and
to maintain a hygienic consumer friendly environment.
• STORE AMBIENCE: Analyzed that the A.C, lights, music is set at all
the time and the floor is always free of unnecessary stuff to offer a
friendly store ambience for the customer to shop.

12. AUDIT & SOPS MANAGEMENT
• Business reports are analyzed, team is briefed, weaknesses are identified, the same are under
action plan where applicable, the store management team is aware and records are filed.
• Inventory is replenished on floor as per MBQ, non-moving & end range is consolidated, damages
are extracted & processed, global counts is happening weekly, records are filed.
• Promotions & offers are implemented, stocks are available in sufficient quantity to support the
business & customers, team is focused to promote the same and records are filed.
• Store, Window displays, Focal walls & Focal tables are set as per the current season,
merchandise is laid out accordingly, seasonal guidelines is implemented and records are filed.
• Customers are attended with golden rules of customer service, feedbacks are logged &
uploaded, issues recorded are solved, customer damages are processed records are filed.
• Accounts are managed well, records are submitted to head quarters routinely, surprise cash
counts are happening, no discrepancies are found in cash and records are filed.
• People are aware of their Targets & Achievements, all are found well groomed & updated on
weekly news letter, trends, training modules, deficit in achievements & action plan to reach it.
• Floor was found well organized, lights, music & ac was in working condition, first aid box was
filled up & fire fighting equipments are serviced & tested regularly and records are filed.
• SM, VM, ASM, AVM & HK checklists are filled, previous audit findings are actioned & rectified,
back office & back store are found well organized and records are filed.

13. • Business Administration Records (Trade License, Sale
Permissions, Lease Agreement Records)
• Accounts Administrative Records (Daily Sales Report, Petty Cash
Report, Banking Records)
• People Administrative Records (Daily/ Monthly Staff Attendance,
Staff Personal Records, One to One, Training Records, Over time
Records, Incentive Records, Annual Appraisals Records and PIP)
• VM Administrative Records (Look books, Stories, Themes,
Seasonal Launch, Promotions & Offers Execution, Marketing
Material, VM Display Aids & Fixed Assets Records)
• Inventory Administrative Records (FIFO, Analysis Records,
Orders, In/ Out, Damages Records, Stock Take Records, Repair &
Maintenance Records and PSR & PMR Reports etc
ADMINISTRATION MANAGEMENT

14. BACKSTORE MANAGEMENT
• INVENTORY: Ensured that the inventory is always kept neatly brand
wise, department wise and sub-group wise in a top to bottom and left
to right sequence.
• VISUAL MERCHANDISING HUB: Ensured that the unused VM
material is always kept neatly in respective vm hub.
• MARKETING MATERIAL & VM DISPLAY AIDS: Ensured that the
unused vm display aids & marketing material are always kept neatly in
their respective hubs.
• DAMAGES: Ensured that the damage goods are always kept neatly in
their respective hubs well maintained at all times and their records are
updated on daily basis.
• FIXED ASSETS: Ensured that the fixtures & fixed assets are always
kept well organized in their respective hubs. The back of house is kept
neat and clean and is always kept free of any unnecessary obstacles.

15. HEALTH SAFETY/SECURITY MEASURES MANAGEMENT
• HEALTH & SAFETY MEASURES: Ensured that the First Aid Kit is
available and is always well equipped with the listed stuff in it at all times.
It is clearly visible and accessible to all with a designated graphic pointing
to reach it incase of emergencies.
• DCD GUIDELINES: Ensured that the fire extinguisher cylinders,
emergency lights, emergency exit signs, fire alarm, smoke detectors,
water sprinklers are all well set and in working condition as per the
guidelines issued by the Department of Civil Defense.
• SECURITY CONTROL: Ensured that the inventory is always displayed
after a careful inspection of security tags on it.
• ANTI-THEFT MACHINE: Ensured that the Anti-Theft Machines are
switched on during trading hours and are in working order at all times.
• SECURITY GUARD: Ensured that the security guard is always available
to attend the customers & belonging counters at entrance at all times.
• CCTV: Ensured that the installed CCTVs are operational and last 30 days
records are always available in it for a review.

16. Performance Contribution
Increased
Customer
Footfall
Best
Audit
Grades
Good VM
Checklist
Records
Business
Growth
Increased
ATV
Best
Mystery
Shopper
Records
Good ASM
Checklist
Records

17. Thanks
for your time & patience.
Best Regards
Jeetander Wadhwa