STORE SUPERVISOR

Key Responsibilities i. Store Operations • Support the Store Manager in the daily running of the store. • Ensure the store opens and closes according to approved procedures. • Allocate daily duties and workstations to staff. • Monitor staff attendance, punctuality, grooming and adherence to schedules. • Ensure all store areas are clean, organized and ready for customers. • Ensure approved standard operating procedures (SOPs) are followed. • Escalate operational problems to the Store Manager promptly. • Ensure adequate staffing during peak shopping periods. ii. Sales Performance • Support the achievement of daily, weekly and monthly store sales targets. • Monitor sales performance throughout the day. • Motivate staff to achieve individual and team sales targets. • Identify slow-selling products and opportunities for cross-selling and upselling. • Encourage staff to recommend complementary products. iii. Customer Service • Ensure customers receive friendly, professional and timely service. • Monitor how staff interact with parents, children and other customers. • Handle customer complaints professionally and resolve issues within delegated authority. • Escalate serious complaints to the Store Manager. • Ensure customers receive accurate information about products, prices, promotions and availability. • Promote customer loyalty and repeat purchasing. • Collect customer feedback, identify recurring issues and recommend improvements to management. iv. Stock & Inventory Management Responsibilities include: • Ensure products are correctly received, tagged, priced and displayed. • Monitor daily stock replenishment from the back store and report stock-outs immediately. • Participate in cycle counts and physical stocktaking and investigate and report unexplained stock variances. • Monitor and report damaged or defective products where applicable. • Ensure stock transfers are properly documented and prevent unauthorized movement of merchandise. • Report suspected theft, fraud or deliberate stock manipulation immediately. v. Cash & POS Control Where assigned responsibility applies, the Store Supervisor will: • Ensure cashiers follow approved cash-handling procedures. • Monitor POS transactions and ensure receipts are issued for all sales. • Ensure discounts and price overrides are properly authorized. • Check that refunds and returns comply with company policy. • Support end-of-day cash reconciliation and promptly escalate any discrepancies. • Report cash shortages or irregularities immediately. • Prevent unauthorized use of POS credentials. • Escalate suspected cash fraud or manipulation to management. vi. Merchandising & Store Presentation • Ensure merchandise is displayed according to TOTOKIDS merchandising standards. • Maintain attractive, clean and well-organized displays. • Ensure products have correct prices and promotional information. • Ensure shelves and displays are replenished throughout the day. • Ensure children’s products are displayed in a manner that makes shopping easy for parents and children. • Report damaged fixtures, signage or displays. vii. Staff Supervision & Development • Supervise and guide sales associates and other frontline employees. • Conduct daily team briefings and communicate sales targets and priorities to staff. • Allocate duties fairly, monitor employee performance and coach staff who are struggling to meet expectations. • Provide on-the-job training in customer service, product knowledge and sales techniques. • Recognize good performance and support staff performance appraisals. • Address minor performance or conduct issues according to company policy. • Report serious or repeated staff issues to the Store Manager/HR. viii. Security & Loss Prevention • Maintain awareness of potential theft and fraudulent activity. • Ensure security procedures are followed. • Identify and report potential security concerns from customers or staff. • Report suspected theft immediately. • Participate in investigations of stock discrepancies when required. ix. Reporting The Store Supervisor will provide the Store Manager with accurate and timely reports on: • Sales and Cash management • Stock management • Customer Satisfaction • Returns and exchanges • Security incidents • Operational challenges • Staff matters x. Health, Safety & Compliance • Ensure staff comply with health and safety procedures. • Keep emergency exits and walkways clear. • Report safety hazards immediately. • Ensure children and customers can move safely around the store. • Follow fire safety procedures. • Ensure workplace cleanliness and hygiene. • Report accidents and incidents according to company procedures. Requirements Qualifications Minimum • Diploma in Business Administration, Retail Management, Sales & Marketing, Commerce or a related field. • Three to five years of retail experience, including prior supervisory or team-lead responsibilities, is preferred. • Experience with POS and inventory management systems. • Good numerical and reporting skills. • Good communication and interpersonal skills. Added Advantage Experience in: • Children’s retail, Clothing and footwear • Department-store operations • Wholesale/retail environments • Inventory management • Loss prevention