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.

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