Retail Store Manager

Position Summary

The Store Manager is responsible for leading all aspects of store operations and performance to deliver sustainable sales growth, profitability, operational excellence, and an exceptional customer experience. This role serves as the leader of the store team and is accountable for achieving commercial objectives, developing talent, executing brand standards, and ensuring compliance with company policies and procedures.

The Store Manager acts as a brand ambassador and business leader, creating a high-performance culture that drives results while fostering an engaging and inclusive environment for both customers and associates.

Key Responsibilities

Business & Commercial Leadership

• Own and deliver store sales, profitability, and productivity targets.
• Develop and execute local business strategies that support company and The North Face's brand objectives.
• Analyze sales trends, customer insights, and store performance metrics to identify opportunities and risks.
• Drive achievement of key retail KPIs, including sales conversion, average transaction value (ATV), units per transaction (UPT), and customer retention.
• Monitor store expenses and labor utilization to maximize profitability.
• Lead the execution of seasonal launches, promotions, and brand initiatives.

Customer Experience & Brand Management

• Champion a customer-first culture and ensure consistent delivery of exceptional service.
• Ensure all customer touchpoints reflect VF brand standards and values.
• Build customer loyalty through relationship-building, community engagement, and building a solid clientele.
• Resolve complex customer issues and escalations effectively.
• Drive customer satisfaction, retention, and advocacy.

Leadership & Talent Development

• Lead, inspire, and develop a high-performing retail team.
• Recruit, onboard, coach, and retain top talent.
• Conduct performance management, development planning, and succession planning activities.
• Foster an inclusive workplace culture that promotes engagement, accountability, and collaboration.
• Ensure managers and supervisors are effectively coaching associates and delivering performance expectations.
• Create a strong talent pipeline to support future business growth.

Store Operations & Compliance

• Ensure compliance with company policies, procedures, and operational standards.
• Maintain full accountability for store operational performance and audit readiness.
• Ensure effective cash management, POS compliance, banking, and security controls.
• Drive a culture of operational excellence and continuous improvement.
• Manage store scheduling and workforce planning to optimize productivity and customer service levels.
• Ensure compliance with health, safety, and security requirements.

Inventory & Merchandise Management

• Oversee inventory accuracy and stock integrity.
• Manage shrink reduction and loss prevention initiatives.
• Ensure optimal stock levels and effective inventory replenishment.
• Partner with regional and merchandising teams to execute product strategies and visual merchandising standards.
• Ensure the sales floor and stockroom are maintained to brand expectations.

Stakeholder Management

• Collaborate with HR, Retail Operations, Finance, Visual Merchandising, and Loss Prevention teams.
• Provide accurate reporting and business updates to area and regional management.
• Support company-wide initiatives and change management efforts when required.

Qualifications

• Minimum Diploma or equivalent certification; at least 8 years of retail experience in lieu of a Diploma
• Minimum 5-7 years of retail experience, 13-15 years of experience if without a diploma
• Minimum 2-3 years of experience in a store leadership or management role.
• Proven track record of driving sales growth and operational excellence.
• Experience managing large retail teams and developing future leaders.
• Strong understanding of retail financials, labor planning, and inventory management.
• Demonstrated ability to lead through change and manage multiple priorities.
• Proficiency in POS systems and Microsoft Office applications.
• Flexibility to work weekends, public holidays, and peak retail trading periods.

Key Competencies

Leadership

• Strategic Leadership
• Talent Development
• Coaching & Mentoring
• Team Engagement
• Performance Management

Commercial Excellence

• Business Acumen
• Profitability Management
• Sales Leadership
• Retail Analytics
• Customer Insights

Customer Focus

• Customer Experience Leadership
• Relationship Management
• Service Recovery
• Brand Advocacy

Operational Excellence

• Operational Planning
• Inventory Management
• Loss Prevention
• Compliance Management
• Resource Optimization

Personal Effectiveness

• Decision Making
• Communication
• Influencing Skills
• Problem Solving
• Accountability

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to participate in stock handling and merchandising activities when required.
• Ability to work flexible schedules, including weekends and public holidays.
• Ability to support operational requirements during peak trading periods.