Retail Customer and Order Coordinator

In brief

**Overview** Our client, a well-established textile manufacturing and retail company supplying major national retail chains, independent retailers, wholesalers and export markets, is seeking an experienced Retail General Manager. This role is based in Jacobs, Durban South. The Retail General Manager will be responsible for the overall operational and commercial performance, growth, and strategic development of the retail division. This position involves providing senior leadership across the retail network to ensure stores achieve sales and profitability targets, maintain consistent operational standards, and deliver excellent customer experiences. **What you will do** * Develop and implement retail growth strategies aligned with the Head of Retail and overall business objectives. * Identify opportunities for new stores, markets, sales channels, product categories, and revenue growth. * Assess existing store performance and identify opportunities for expansion and improved profitability. * Translate strategic objectives into measurable operational plans. * Monitor retail market trends, competitor activity, and commercial opportunities. * Take overall responsibility for divisional sales performance and achievement of revenue, margin, and profitability targets. * Monitor and analyse store turnover, gross margins, product performance, conversion rates, and customer trends. * Identify underperforming stores and implement recovery and improvement plans. * Drive sales growth, customer retention, and commercial productivity across the retail network. * Ensure Store Managers remain accountable for agreed sales and operational targets. * Provide leadership and operational oversight to the Retail Manager and retail store network. * Ensure consistent operational standards across all stores. * Monitor visual merchandising, stock availability, customer experience, housekeeping, and store administration. * Oversee stock controls, shrinkage prevention, cash handling, and operational compliance. * Establish and maintain effective operating procedures, reporting structures, and performance standards. * Identify operational inefficiencies and implement improvements across the division. * Manage retail budgets, operating expenses, and divisional profitability. * Review and analyse store profit and loss statements. * Monitor payroll, occupancy costs, and other controllable operating expenses. * Identify cost-saving opportunities without compromising operational performance or customer service. * Assess the commercial viability of existing stores and proposed expansion opportunities. * Ensure financial targets and budgetary controls are maintained. * Collaborate with Marketing and Brand teams on promotional campaigns, product launches, and in-store activities. * Ensure campaigns are commercially relevant and consistently implemented across stores. * Monitor promotional performance and evaluate sales results. * Identify opportunities to improve campaign effectiveness and customer engagement. * Lead, coach, and develop the Retail Manager and ensure effective management of Store Managers. * Establish clear performance expectations, responsibilities, and accountability structures. * Monitor management and employee performance across the retail network. * Identify training, development, and succession-planning requirements. * Partner with HR on recruitment, performance management, and talent development. * Promote a high-performance, customer-focused, and accountable retail culture. * Establish and maintain consistent customer service standards across stores. * Monitor customer feedback, complaints, and recurring service issues. * Ensure appropriate corrective actions are implemented. * Drive improvements in customer satisfaction and overall retail experience. * Prepare structured reports for the Head of Retail covering sales, profitability, operations, people performance, and business risks. * Monitor operational compliance, internal controls, and company policies. * Ensure stores adhere to established retail procedures and governance standards. * Identify and escalate operational and commercial risks. * Monitor progress against strategic initiatives and performance improvement plans. **Requirements (from the original advert)** * Relevant Degree or Diploma in Business Management, Retail Management, Commerce or a related field preferred. * 8–10+ years' progressive retail experience, including at least 5 years in a significant retail management or leadership role. * Strong multi-site retail operations experience highly desirable. * Proven experience managing retail sales performance, store operations and commercial growth. * Demonstrated ability to develop and implement retail strategies and operational improvement plans. * Strong financial management experience, including budgets, operating expenses, gross margins, profitability and store P&Ls. * Proven experience leading, coaching and developing retail management teams. * Strong understanding of stock management, shrinkage control, merchandising, customer service and retail compliance. * Ability to analyse sales and operational performance data and implement corrective actions. * Excellent communication, leadership, decision-making and stakeholder management skills. * Ability to manage multiple stores, priorities and operational challenges in a fast-paced retail environment. **Who should apply** This position is suitable for an experienced, commercially driven, hands-on retail leader with strong multi-site management experience, financial acumen, and the ability to translate retail strategy into measurable business results. The ideal candidate will demonstrate strategic retail management and commercial acumen, multi-site retail operations leadership, sales growth and profitability management, budgeting, financial analysis and P&L management. Key competencies include retail strategy development and execution, people leadership, coaching and performance management, store operations, merchandising and stock control, shrinkage prevention and operational compliance, customer service and relationship management, analytical thinking and problem-solving, strong decision-making and accountability, stakeholder management and communication, change management and continuous improvement, and planning, organisation, and operational execution. **Deadline** Not specified **Reference** Original posting: https://www.jobmail.co.za/jobs/insurance-and-investments/wealth-management-administration/durban/retail-customer-and-order-coordinator-id-7607774 Source: jobmail

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 10 years of experience.

• Payroll
• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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