Retail Sales Store Manager

Job Profile

Position Title: Store Manager – Printing Unit Operations & Client Services

Reporting To: Proprietor

Job Purpose

To manage the overall operations of the printing unit/store, ensuring excellent client relationships, efficient job execution, high-quality service delivery, optimal utilization of resources, effective team management, sales growth, and smooth administrative functioning. The role is accountable for achieving customer satisfaction, operational efficiency, revenue targets, and maintaining quality standards.

Key Responsibilities

1. Client Relationship Management

• Serve as the primary point of contact for key clients.

• Understand client requirements and provide suitable printing solutions.

• Ensure timely communication regarding job status, approvals, deliveries, and issue resolution.

• Build long-term customer relationships to enhance retention and repeat business.

• Handle customer complaints and implement corrective actions.

• Conduct regular customer follow-ups and satisfaction reviews.

2. Operations & Job Management

• Plan, schedule, and monitor all printing jobs from order receipt to final delivery.

• Coordinate with production, design, pre-press, printing, finishing, and dispatch teams.

• Ensure jobs are completed within agreed timelines and specifications.

• Monitor workflow to optimize machine utilization and productivity.

• Track job progress and proactively address bottlenecks.

3. Quality Assurance

• Ensure all products meet company quality standards and customer specifications.

• Implement quality control checks at various stages of production.

• Minimize errors, wastage, rework, and customer complaints.

• Drive continuous improvement initiatives for quality enhancement.

4. Service Delivery & Customer Satisfaction

• Ensure timely and accurate delivery of all customer orders.

• Maintain service levels and turnaround times.

• Coordinate logistics and dispatch activities.

• Monitor customer feedback and implement improvements.

5. Sales & Business Development

• Achieve monthly and annual sales targets.

• Identify opportunities for upselling and cross-selling printing products and services.

• Generate new business through customer referrals, networking, and local market outreach.

• Prepare quotations, negotiate pricing, and close orders.

• Support marketing initiatives and promotional campaigns.

6. Team Leadership & Staff Management

• Supervise and motivate store and production staff.

• Allocate duties and monitor employee performance.

• Conduct training to improve technical skills, customer service, and operational efficiency.

• Ensure discipline, attendance, and adherence to company policies.

• Foster a positive and productive work environment.

7. Inventory & Resource Management

• Monitor inventory levels of paper, inks, consumables, and other materials.

• Ensure timely procurement and replenishment of stock.

• Minimize inventory losses, wastage, and stock discrepancies.

• Maintain accurate inventory records and reports.

8. Administration & Compliance

• Oversee daily administrative operations of the unit.

• Maintain records related to jobs, billing, inventory, attendance, and customer accounts.

• Ensure compliance with company policies, safety standards, and statutory requirements.

• Coordinate maintenance of equipment and infrastructure.

9. Financial & Commercial Control

• Monitor job costing, profitability, and operational expenses.

• Ensure timely invoicing and collection of customer payments.

• Control operational costs while maintaining service quality.

• Prepare periodic performance and business reports.

10. Store Upkeep & Facility Management

• Ensure cleanliness, organization, and professional appearance of the store and production areas.

• Maintain printing equipment, office infrastructure, and customer-facing areas.

• Implement safety and housekeeping standards.

Key Performance Indicators (KPIs)

• Customer satisfaction score.

• Revenue and sales target achievement.

• On-time delivery percentage.

• Customer retention and repeat business.

• Quality compliance and reduction in rework.

• Productivity and job turnaround time.

• Inventory accuracy and stock control.

• Team performance and employee retention.

• Profitability and cost management.

• Resolution time for customer complaints.

Required Skills & Competencies

• Strong client relationship and customer service skills.

• Knowledge of commercial printing processes and production workflows.

• Leadership and team management capabilities.

• Planning, scheduling, and organizational skills.

• Sales and business development orientation.

• Problem-solving and decision-making abilities.

• Quality management and attention to detail.

• Financial and commercial awareness.

• Proficiency in MS Office and printing/ERP software.

• Excellent verbal and written communication skills.

Preferred Qualifications

• Graduation degree

• 5–10 years of experience in relevant profile

• It is a Full Time Retail / Counter Sales job for candidates with 6+ years of experience.