Torchora
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Key Responsibilities and Required Skills for Floor Manager

💰 $45,000 - $75,000 per year, depending on experience and location

RetailHospitalityManagementOperations

🎯 Role Definition

As a Floor Manager, you are the heart of the daily operations and the driving force behind our team's success. You will be responsible for overseeing the sales floor, ensuring that every customer receives an exceptional experience while empowering your team to perform at their best. This hands-on leadership role involves everything from on-the-spot coaching and sales leadership to maintaining visual standards and ensuring seamless operational flow. You are the key holder, the problem-solver, and the brand ambassador who ensures the store's goals are met and exceeded every single day.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Assistant Store Manager
  • Shift Supervisor / Team Lead
  • Senior Sales Associate / Key Holder

Advancement To:

  • Store Manager
  • General Manager
  • District or Regional Manager

Lateral Moves:

  • Operations Manager
  • Visual Merchandising Manager
  • Inventory Control Manager

Core Responsibilities

Primary Functions

  • Lead, mentor, and develop a high-performing team of associates, providing ongoing coaching, constructive feedback, and formal performance evaluations to foster professional growth and exceed sales targets.
  • Act as the Manager on Duty, overseeing all floor activities, making authoritative decisions, and ensuring all operational, service, and security standards are met throughout the day.
  • Drive sales performance by actively monitoring and analyzing key performance indicators (KPIs) such as conversion rates, units per transaction (UPT), and average dollar sale (ADS), and implementing strategies to improve results.
  • Serve as the primary point of contact for escalated customer service issues, expertly resolving complaints and inquiries with professionalism and empathy to ensure a positive brand experience and maintain customer loyalty.
  • Champion an exceptional in-store customer experience by modeling and enforcing service standards, ensuring the team is engaging, knowledgeable, and consistently exceeding customer expectations.
  • Manage the daily opening and closing procedures of the store, including cash handling, bank deposits, system startups/shutdowns, and securing the premises in accordance with company policy.
  • Strategically design and manage weekly staff schedules to ensure optimal floor coverage during peak hours while adhering to labor budgets and accommodating employee availability.
  • Oversee and maintain the store's visual merchandising standards, ensuring the sales floor is clean, organized, well-stocked, and presented according to brand guidelines to create an inviting shopping environment.
  • Direct the flow of merchandise from the stockroom to the sales floor, ensuring efficient replenishment processes are in place to maximize product availability and presentation.
  • Implement and enforce loss prevention policies and procedures to minimize shrink, conducting regular audits and training staff on asset protection best practices.
  • Facilitate regular team meetings and daily huddles to communicate sales goals, product knowledge, promotional updates, and other relevant business information to keep the team aligned and motivated.
  • Onboard and train new associates on company policies, customer service standards, product knowledge, and operational procedures to ensure a smooth and effective integration into the team.
  • Manage floor zoning and staff breaks to ensure consistent coverage and a seamless customer journey without compromising employee well-being or compliance with labor laws.
  • Monitor inventory levels on the sales floor, communicating stock needs and fast/slow-selling items to the inventory or buying teams to optimize stock allocation.
  • Act as a brand ambassador, embodying the company's values and culture and ensuring that the entire team represents the brand with passion and integrity.
  • Execute and support in-store marketing promotions, events, and product launches, ensuring the team is well-versed and prepared to provide customers with accurate information.
  • Maintain a safe and secure environment for both employees and customers by adhering to all health, safety, and security protocols and addressing any potential hazards immediately.
  • Collaborate with the Store Manager to develop and execute business plans aimed at increasing foot traffic, enhancing customer retention, and growing overall profitability.
  • Handle operational tasks such as processing returns/exchanges, managing voids, and troubleshooting Point of Sale (POS) system issues to ensure smooth transactions.
  • Foster a positive and inclusive work environment where teamwork and open communication are encouraged, leading to higher employee morale and retention.

Secondary Functions

  • Assist the Store Manager in the recruitment and interviewing process for new store associates.
  • Participate in weekly management meetings to report on floor performance, team progress, and operational challenges.
  • Manage the ordering and inventory of store supplies, including bags, cleaning materials, and back-office essentials.
  • Support the planning and execution of periodic physical inventory counts and cycle counts.

Required Skills & Competencies

Hard Skills (Technical)

  • Point of Sale (POS) Systems: Advanced proficiency in operating retail POS software for transactions, reporting, and troubleshooting.
  • Inventory Management Software: Experience with systems used for tracking stock levels, receiving, and transfers.
  • Staff Scheduling Software: Competency in using digital tools (e.g., Deputy, When I Work) to create and manage employee schedules and labor costs.
  • KPI Analysis: Ability to read, interpret, and take action on sales reports and key performance indicators.
  • Visual Merchandising: Strong understanding of product placement, display standards, and brand presentation principles.
  • Loss Prevention Techniques: Knowledge of asset protection strategies, including CCTV monitoring and shrink reduction tactics.
  • Cash Handling & Reconciliation: Expertise in managing cash drawers, preparing bank deposits, and reconciling daily sales.

Soft Skills

  • Inspirational Leadership: The ability to motivate, coach, and develop a diverse team to achieve common goals.
  • Conflict Resolution: Skill in de-escalating tense situations with both customers and staff, finding fair and effective solutions.
  • Exceptional Communication: Clear, confident, and empathetic communication skills, both verbal and written.
  • Customer-Centric Mindset: A genuine passion for delivering outstanding service and creating a memorable customer experience.
  • Decisive Problem-Solving: The capacity to make sound, in-the-moment decisions under pressure.
  • Time Management & Prioritization: Excellent organizational skills to manage multiple competing priorities in a fast-paced environment.
  • Adaptability: Flexibility to handle changing circumstances, unexpected challenges, and shifting business needs with a positive attitude.
  • Composure Under Pressure: The ability to remain calm, professional, and effective during high-volume periods or challenging situations.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Retail or Hospitality Management
  • Marketing

Experience Requirements

Typical Experience Range: 2-5 years of progressive experience in a customer-facing environment, such as retail or hospitality.

Preferred: At least 1-2 years of direct experience in a supervisory role (e.g., Key Holder, Supervisor, Assistant Manager) with demonstrated leadership responsibilities is highly preferred.

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