Customer Relationship Manager

Store Manager – Roles and Responsibilities

The Store Manager is responsible for the overall operation, discipline, customer experience, cleanliness, safety, and performance of the salon.

1. Store Cleanliness and Maintenance

- Ensure the entire store is kept neat, clean, hygienic, and presentable throughout the day.

- Check the reception, styling stations, mirrors, chairs, wash area, floors, restroom, entrance, and waiting area regularly.

- Ensure towels, capes, tools, and equipment are cleaned and arranged properly after every service.

- Make sure the air conditioner, lights, music, television, fragrance, and other facilities are working properly.

- Report any maintenance issue, damage, or repair requirement immediately.

2. Customer Service

- Welcome every customer politely and ensure they are attended to without unnecessary delay.

- Understand the customer’s service requirements and assign the appropriate stylist.

- Clearly explain prices, available offers, packages, and waiting time before starting the service.

- Check with customers after the service to ensure they are satisfied.

- Handle customer complaints calmly and professionally. Never argue with a customer.

- Escalate serious complaints or refund requests to management immediately.

- Make sure customers leave the store with a positive experience.

3. Staff and Stylist Management

- Maintain discipline, punctuality, proper grooming, and professional behaviour among all staff members.

- Allocate customers and responsibilities fairly among the stylists.

- The manager must not get into arguments or fights with stylists. The responsibility of the manager is to guide, supervise, correct, and manage the team professionally.

- Resolve minor disagreements calmly and report repeated misconduct to management.

- Conduct a short briefing with the team at the beginning of each shift regarding cleanliness, appointments, offers, targets, and responsibilities.

- Ensure no stylist refuses a customer or behaves disrespectfully.

- Record staff attendance, late arrivals, leave, and early departures accurately.

4. Mobile Phone and Personal Conduct

- Personal mobile phone usage is strictly prohibited when customers are present in the store, except for urgent official requirements.

- The manager and staff must remain attentive and available to customers at all times.

- Personal calls, videos, games, social media, or entertainment must not disturb store operations.

- Maintain professional language, appearance, and behaviour inside the store.

5. Store Property and Equipment

- Store property must not be used for personal purposes.

- The desktop, tablet, store mobile phone, television, internet, products, equipment, furniture, and other assets must be used only for official store activities.

- The tablet must be used only for billing and approved store-related work. Entertainment, personal browsing, social media, or video streaming on the tablet is strictly prohibited.

- The desktop may be used in the evening for approved reporting, records, marketing, review follow-ups, and administrative work.

- Any damage, loss, misuse, or technical issue involving store property must be reported immediately.

- Store products, tools, consumables, or equipment must not be taken outside the store without approval.

6. Billing, Cash and Payment Management

- Every service and product sale must be entered correctly in the billing system.

- No service should be provided without generating a bill.

- Verify the service, stylist name, discount, payment mode, and final amount before completing the bill.

- Discounts, complimentary services, cancellations, refunds, or bill modifications must not be made without proper approval.

- Reconcile cash, UPI, card payments, pending payments, discounts, and total sales at the end of every day.

- Report any billing difference or cash shortage immediately.

- Cash and payment information must be handled securely and confidentially.

7. Customer Data and Sales Confidentiality

- Customers must never be allowed to view the store’s overall sales, revenue, profit, billing history, staff performance, or other customers’ information.

- While billing, ensure that customers can view only their own bill and payment details.

- Do not leave the billing dashboard, reports, passwords, or confidential information open on the tablet or desktop.

- Login credentials, OTPs, reports, customer contact details, and business information must not be shared with anyone without permission.

- Lock or log out of the system whenever the device is unattended.

8. Customer Reviews and Feedback

- Politely request satisfied customers to leave a genuine Google review based on their experience.

- A minimum target of 10 genuine customer reviews must be achieved every day.

- Customers must never be forced, misled, or offered unauthorized benefits in exchange for reviews.

- Negative feedback must be recorded and reported immediately so corrective action can be taken.

- Share the daily review count and relevant customer feedback in the end-of-day report.

9. Appointments and Customer Follow-Up

- Maintain accurate records of appointments, walk-in customers, waiting customers, and completed services.

- Confirm appointments and ensure customers are attended to at the scheduled time.

- Contact missed appointments, regular customers, and eligible customers for approved offers or follow-up services.

- Ensure customer phone numbers and personal information are used only for approved business communication.

10. Inventory and Product Control

- Monitor the daily usage of products, consumables, towels, blades, tissues, gloves, cleaning materials, and other supplies.

- Maintain proper stock records and inform management before products run out.

- Prevent wastage, unauthorized usage, free distribution, or removal of products.

- Check product expiry dates and storage conditions regularly.

- Verify all stock received and immediately report shortages or damaged products.

11. Opening and Closing Responsibilities

Opening Duties

- Open the store on time.

- Ensure the store is clean and ready before the first customer arrives.

- Check staff attendance, grooming, uniforms, equipment, billing devices, internet, cash balance, appointments, and product availability.

- Ensure all service stations are properly arranged.

Closing Duties

- Ensure all customers are properly billed before closing.

- Complete the daily cash and payment reconciliation.

- Check stock usage, attendance, reviews, sales, complaints, and pending tasks.

- Switch off electrical equipment that is not required.

- Secure cash, devices, products, keys, doors, and shutters.

- Ensure the store is clean and ready for the next day.

12. Daily Reporting

The manager must send an end-of-day report every day without fail, including:

- Total number of customers

- Total sales

- Cash, UPI, card, and other payment totals

- Services performed

- Product sales

- Discounts or complimentary services given

- Staff attendance and late arrivals

- Stylist-wise performance

- Number of Google reviews received

- Customer complaints and feedback

- Stock shortages or product requirements

- Maintenance or equipment issues

- Appointments and important follow-ups for the next day

13. Accountability

- The Store Manager is responsible for maintaining discipline, customer satisfaction, accurate billing, cleanliness, staff coordination, confidentiality, and daily reporting.

- Any negligence, misuse of store property, unauthorized discount, billing manipulation, cash difference, confidentiality breach, or repeated failure to follow instructions will be treated seriously.

- All operational concerns must be reported promptly. Problems should never be hidden or postponed.

- The manager must act in the best interest of the store and maintain honesty, responsibility, and professionalism at all times.

• It is a Both Customer Support / TeleCaller job for candidates with 0 - 1 years of experience.