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.

Requirements

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