Store General Manager

Purpose of the role:

Leads the store to achieve business objectives, ensuring sales growth, profitability, customer satisfaction, and compliance. Accountable for store standards, operations, staff development, and financial results.

Roles, responsibility and authority:

Sales & Business Performance

• Analyze sales performance and identify opportunities to increase revenue and profitability.


• Work with department heads and sales teams to exceed sales and service targets.


• Monitor competitor activity and respond with store-level strategies.


• Accountable for full store P&L and profitability, ensuring sales growth, cost efficiency, and adherence to budget.


• Present periodic store performance results to the Operations Director and contributes to the creation and execution of the business plan.

Customer Focus

• Lead the delivery of customer service KPIs and ensure all team members demonstrate service excellence.


• Analyze customer data, identify improvement opportunities, and implement corrective action plans.


• Accountable for ensuring all customer complaints are resolved with urgency and quality through effective escalation and follow-up.


• Accountable for maintaining store and back-of-house standards, ensuring compliance with company policies, audits, and customer experience expectations.


• Monitor customer needs, market trends, and competitor activities, providing feedback to inform store and regional strategies.

Team Leadership & Development

• Develop, motivate, and coach store staff, ensuring engagement and high performance.


• Implement HR policies fairly, ensuring compliance in attendance, leave, and discipline.


• Conduct performance management, addressing low performance and supporting career growth.


• Ensure all staff receive onboarding and ongoing training.


• Maximize participation in employee engagement activities and surveys.


• Prepare annual headcount proposals aligned with sales forecasts, traffic, and store budget, submitting for approval to the Central Operations.

Operations & Standards

• Ensure compliance with store SOPs, promotions, and model store guidelines.


• Conduct regular self-audits and implement corrective action for store standards.


• Maintain high standards of cleanliness, hygiene, and appearance for both store and staff.

Safety, Security & Compliance

• Proactively identify security risks, collaborating with loss prevention.


• Ensure compliance with internal policies and external laws (labor, HSE, product expiry, environment).


• Maintain a safe and secure store environment for staff and customers.

Inventory Management

• Oversee stock availability, cycle counts, and physical counts.


• Reduce clearance, open-box, and damaged stock.


• Oversee and hold accountability for SOP compliance. (RTV, DOA, scrap, etc.).

Required Qualifications:

• Bachelor’s degree in business administration, Retail Management, or related field.


• 8–10 years of progressive retail experience, including at least 3–5 years in a managerial role.


• Proven ability to deliver store profitability and achieve sales & service KPIs.


• Strong leadership, workforce planning, and people development skills.


• Demonstrated experience in business planning, reporting, and financial decision-making.


• Excellent communication and stakeholder management skills in Arabic & English.


• Advanced knowledge of retail operations, inventory control, and compliance standards.


• Flexibility to work shifts, weekends, and peak retail seasons.