Role Summary

The Shop Manager is responsible for the smooth daily operations of a Shirohana retail outlet, ensuring exceptional customer experience, proper stock management, high visual standards, and strong leadership of the shop team. The role requires balancing hands-on customer service with operational oversight, ensuring that the shop meets sales targets, maintains brand standards, and operates efficiently.

Key Responsibilities

1. Customer Service & Sales

• Deliver an exceptional Shirohana customer experience through warm, professional service.
• Assist customers with selecting floral arrangements, gifts, and custom orders.
• Handle customer concerns promptly and professionally, escalating major issues to the Head Office.
• Drive daily sales, upsell where relevant, and ensure achievement of shop-level targets.

2. Team Leadership

• Oversee the work of Junior Florists, Shop Helpers, and Assistants.
• Manage shift schedules for the two shop managers to ensure coverage at all times.
• Conduct daily briefings, allocate responsibilities, and ensure team discipline.
• Train new staff in customer service, shop operations, and product knowledge.

3. Operations & Shop Standards

• Ensure high standards of cleanliness, merchandising, and visual presentation at all times.
• Oversee the quality of floral arrangements made at the shop; coordinate with central florists when needed.
• Maintain SOPs on opening, closing, safety, and cash handling.
• Ensure smooth management of walk-in orders, phone inquiries, and WhatsApp messages when the call centre escalates.

4. Stock Management

• Coordinate daily stock needs with the Purchasing Manager and Head Office.
• Track consumption of flowers, foliage, vases, wrapping materials, and accessories.
• Ensure accurate receiving, logging, and careful storage of flowers.
• Monitor wastage and report shrinkage or quality issues.

5. Cash Handling & Reporting

• Manage daily cash, card, and online payments—including ZKU updates.
• Ensure accuracy in billing and cash drops; maintain proper documentation.
• Submit daily, weekly, and monthly reports as required.

6. Coordination with Head Office

• Communicate customer feedback, suggestions, and operational issues to senior management.
• Support marketing campaigns, promotions, and seasonal launches.
• Ensure execution of pricing updates and new product displays.

Skills & Competencies

• Strong leadership and interpersonal skills.
• Excellent customer service mindset.
• Highly organized with attention to detail.
• Ability to work under pressure in a fast-paced retail environment.
• Good communication skills (English/Sinhala/Tamil).
• Ability to manage sales reporting and basic administrative tasks.

Qualifications

• Experience in retail management, hospitality, floristry, or similar industries.
• Experience managing small teams.
• Knowledge of flowers and gifting trends is an advantage (training provided).

Starting Salary 80,000 + depending on experience plus insentives