Store Manager

Purpose of the role

The Retail Store Manager is responsible for running Newlands Store as an organised, well-controlled and commercially successful luxury retail store. The manager must provide visible leadership on the sales floor, create accountability within the team, protect service standards and resolve operational issues without relying on the owner for routine decisions.

The position also carries a clear growth mandate. The manager must increase store traffic, convert more visitors into customers, encourage repeat business and establish referral relationships with hotels, concierges, guest houses, tour operators, tour guides and complementary local businesses.

The role does not own merchandising, buying or creative direction. The manager should contribute customer and sales insights in these areas.

Primary outcomes

• A capable team with clear standards, regular coaching and consistent accountability.
• Sustained sales growth supported by active floor leadership, client follow-up and new customer acquisition.
• Higher foot traffic generated through local partnerships, tourism relationships, events and referrals.
• A luxury customer experience that produces repeat visits, recommendations and strong client relationships.
• Accurate stock control, cash management, reporting, administration and compliance.
• Clear operational support for the owner’s merchandising, creative, event and growth priorities.

Responsibilities

Team leadership and performance

• Lead the retail team on the floor and set clear expectations for behaviour, service, sales and task completion.
• Prepare effective rosters that provide appropriate coverage while controlling staffing costs.
• Hold regular one to one meetings, team briefings and performance conversations.
• Coach team members in product knowledge, brand storytelling, selling skills, clienteling and problem solving.
• Address underperformance promptly and document performance matters in line with company practice and labour requirements.
• Recruit, onboard and train new team members when required.
• Build a stable, respectful working environment in which people understand their responsibilities and follow through.

Store operations

• Take responsibility for opening, closing, daily readiness, security, housekeeping and all routine operating procedures.
• Plan daily and weekly priorities and ensure agreed tasks are completed accurately and on time.
• Resolve customer, staffing, maintenance and supplier issues at store level wherever possible.
• Maintain store standards while supporting the owner’s merchandising decisions and creative direction.
• Ensure health and safety, security and other operational requirements are understood and followed.
• Keep the owner informed through concise reporting and timely escalation of material risks or decisions.

Sales leadership

• Own the store’s daily, weekly and monthly sales performance and maintain visible focus on targets.
• Use sales reports and customer observations to identify opportunities, risks and actions for the team.
• Coach staff to improve conversion, average transaction value, product confidence and follow-up.
• Lead by example during important customer interactions and peak trading periods.
• Create practical sales plans for quiet periods, seasonal opportunities, launches and events.
• Share useful customer and product feedback with the owner to inform buying and merchandising decisions.

Customer experience and client relationships

• Set and model a warm, polished and personalised standard of service appropriate to a luxury brand.
• Develop relationships with repeat, high-value and prospective clients and ensure consistent follow-up.
• Maintain a useful customer database in line with relevant company and privacy requirements.
• Resolve complaints and service failures promptly, fairly and professionally.
• Ensure the team can explain Ardmore’s products, craftsmanship and stories with confidence and accuracy.

Stock and inventory

• Oversee receiving, transfers, replenishment, storage and stock counts.
• Maintain accurate inventory records and investigate discrepancies promptly.
• Track best sellers, slow-moving stock, stock gaps and customer requests.
• Ensure high-value and fragile products are handled, stored and displayed correctly.
• Support loss prevention and maintain appropriate controls over damaged, returned or transferred stock.

Administration and financial controls

• Complete daily sales reporting, cash control, banking and reconciliation requirements accurately and on time.
• Maintain orderly records for suppliers, staff, stock, customers and store operations.
• Monitor store expenses within agreed authority and flag unusual or avoidable costs.
• Coordinate with Head Office, suppliers and service providers and follow up until matters are resolved.
• Provide the owner with concise performance updates, issues requiring attention and recommended actions.

Business development and foot traffic

• Build a structured outreach plan to increase visits to Ardmore Newlands.
• Develop productive relationships with hotels, concierges, guest houses, tour operators and tour guides.
• Introduce Ardmore Newlands to relevant local businesses, galleries, restaurants, designers and community networks.
• Create referral opportunities and maintain contact with partners rather than relying on one-off introductions.
• Track outreach activity, referrals, visits and sales so that effort is directed toward productive relationships.
• Represent Ardmore professionally at appropriate local, tourism and customer events.

Events and store support

• Translate the owner’s event, launch and collaboration concepts into practical operating plans.
• Coordinate invitations, customer follow-up, staffing, stock readiness, suppliers and store logistics.
• Ensure events are delivered smoothly and use them to strengthen client relationships and sales.
• Review outcomes after each event, including attendance, leads, sales and follow-up actions.

Decision rights and role boundaries

Area

Accountability

Manager owns

• Daily store operations, team deployment and performance, sales execution, customer service, stock control, administration, local outreach and event operations.

Owner retains

Merchandising, buying, creative direction, final brand decisions and broader business strategy.

Manager contributes

Customer feedback, sales analysis, product observations, event ideas and recommendations that support owner decisions.

Manager escalates

Material people risks, significant customer or financial issues, unusual stock losses, reputational concerns and decisions outside delegated authority.

Required experience and capability

• At least five years of retail management experience with clear responsibility for a store, team and sales results.
• Experience in premium or luxury retail is strongly preferred. High-standard hospitality or design-led retail experience may also be relevant.
• Evidence of improving sales performance through team leadership, customer development and disciplined follow-up.
• Hands-on experience with rosters, performance management, recruitment, training and difficult staff conversations.
• Sound stock, cash, administration and reporting controls.
• Confidence using retail systems, sales reports and Microsoft Excel.
• Strong spoken and written English. Additional languages may be useful in a tourism-facing environment.
• A valid driver’s licence and the ability to visit local partners would be advantageous if required by the final operating model.
• Detail conscious. Protects stock, cash, presentation, records and service standards.
• Proactive networker. Is comfortable making introductions, visiting partners and maintaining relationships over time.
• Interested in art, design, craftsmanship and storytelling, with the curiosity required to represent Ardmore well.

Pay: R25 000,00