Floor Manager

Catalyst Path Consulting is recruiting suitably qualified candidates to fill the following position below:

Job Title: Floor Manager

Location: Jabi, Abuja (FCT)
Employment Type: Full-time
Department: Store Operations
Reports To: Store Manager / Head of Retail Operations

Job Summary

• The Floor Manager is responsible for overseeing the daily activities of the retail store floor to ensure smooth operations, excellent customer service, proper product presentation, staff productivity, and compliance with company policies.
• The successful candidate will supervise sales assistants and floor staff, monitor product displays and stock availability, resolve customer complaints, and ensure the store maintains a clean, organized, safe, and welcoming shopping environment.
• The ideal candidate must have strong leadership skills, retail operations experience, excellent customer service abilities, and the capacity to manage staff and operational priorities in a fast-paced retail environment.

Key Responsibilities
Daily Store Floor Operations:

• Supervise daily activities across the store floor to ensure efficient operations.
• Ensure all sections are properly arranged, clean, organized, and ready for customers.
• Monitor staff deployment and ensure adequate coverage across assigned departments.
• Ensure products are correctly displayed, priced, labelled, and arranged according to company standards.
• Monitor shelf availability and coordinate replenishment with the inventory and stockroom teams.
• Ensure promotional displays, seasonal products, and merchandising activities are implemented correctly.
• Conduct regular floor inspections and address operational issues promptly.

Staff Supervision and Performance Management:

• Supervise sales assistants, customer service personnel, merchandisers, and other assigned floor staff.
• Allocate daily duties, monitor attendance, and ensure punctuality and professional conduct.
• Conduct briefings to communicate daily targets, promotions, priorities, and operational updates.
• Train staff on customer service, product knowledge, merchandising, and store procedures.
• Monitor employee productivity and provide feedback and coaching.
• Identify staffing gaps and coordinate with management to ensure adequate manpower.
• Report misconduct, performance concerns, and disciplinary issues to the appropriate manager.

Customer Service and Experience:

• Ensure customers receive prompt, courteous, and professional assistance.
• Handle customer complaints, product enquiries, pricing disputes, and service-related issues.
• Escalate complex complaints, refund requests, and sensitive matters to the appropriate authority.
• Ensure customers can easily locate products and receive accurate product information.
• Monitor service standards and take corrective action when necessary.
• Promote customer satisfaction, repeat patronage, and a positive shopping experience.

Inventory and Merchandising Control:

• Monitor product availability on shelves and identify low-stock or out-of-stock items.
• Coordinate with the inventory, warehouse, and procurement teams on replenishment requirements.
• Ensure products are displayed according to merchandising guidelines and approved planograms.
• Monitor expiry dates, damaged goods, product condition, and shelf labels where applicable.
• Ensure products are rotated using the First-In, First-Out (FIFO) principle where appropriate.
• Report stock discrepancies, suspected theft, damaged items, and potential losses.
• Support periodic stock counts and inventory audits.

Sales and Business Performance:

• Monitor daily sales performance and progress against assigned store targets.
• Encourage staff to improve product knowledge, customer engagement, and sales conversion.
• Ensure promotions, discounts, and approved pricing changes are communicated and implemented correctly.
• Identify slow-moving products, recurring customer concerns, and opportunities to improve sales.
• Submit operational observations and recommendations to the Store Manager.
• Support the implementation of sales campaigns and other business initiatives.

Health, Safety, and Store Standards:

• Ensure the store floor remains clean, orderly, and free from avoidable hazards.
• Enforce company policies on workplace safety, security, and customer protection.
• Ensure spillages, damaged fixtures, blocked walkways, and other hazards are addressed promptly.
• Monitor compliance with grooming, uniform, and hygiene standards where applicable.
• Report incidents, accidents, security concerns, and equipment faults to management.
• Ensure staff follow established opening, closing, and emergency procedures.

Reporting and Administration:

• Prepare daily floor operations and staff performance reports.
• Report stock availability issues, customer complaints, and operational challenges.
• Maintain records of staff attendance, assigned duties, incidents, and corrective actions.
• Communicate important operational updates to the Store Manager.
• Participate in management meetings, stocktaking exercises, and performance reviews as required.

Key Performance Indicators (KPIs)
The Floor Manager's performance will be assessed using the following indicators:

• Store Presentation: Compliance with cleanliness, merchandising, and display standards.
• Customer Satisfaction: Customer feedback and effective resolution of complaints.
• Sales Performance: Contribution to achieving assigned store sales targets.
• Stock Availability: Timely identification and resolution of shelf-stock shortages.
• Inventory Control: Reduction of preventable product damage, expiry losses, and stock discrepancies.
• Staff Productivity: Effective staff deployment, attendance, and task completion.
• Operational Compliance: Adherence to company policies and standard operating procedures.
• Safety Standards: Timely identification and resolution of floor hazards.
• Reporting: Accuracy and timeliness of operational reports.

Qualifications and Experience

• OND or HND / Bachelor's Degree in Business Administration, Marketing, Retail Management, or a related discipline.
• 3 – 5 years of relevant experience in retail operations, merchandising, supermarket operations, or store management and 1 – 2 years of experience supervising staff in a retail environment.
• Experience in a supermarket, departmental store, fashion retail outlet, or consumer goods store is an advantage.
• Basic knowledge of inventory control, merchandising, sales monitoring, and customer service.
• Proficiency in basic computer applications and retail reporting systems is an advantage.

Required Skills and Competencies:

• Strong leadership, team supervision, and decision-making skills.
• Excellent customer service and interpersonal communication abilities.
• Good organizational skills and attention to detail.
• Ability to coordinate multiple activities in a busy retail environment.
• Basic numerical and analytical skills for monitoring sales and stock reports.
• Strong problem-solving and conflict-resolution abilities.
• Ability to identify operational risks and implement corrective measures.
• High level of professionalism, accountability, and integrity.
• Ability to work shifts, weekends, and public holidays when required.

Working Conditions:

• Full-time role based within a retail store in Abuja.
• Requires regular movement around the store and prolonged periods of standing or walking.
• May involve shift work, weekends, public holidays, and peak shopping periods.
• Must be available for store inspections, stocktaking, and operational meetings when required.

Location Requirement — Mandatory:

• Candidates must currently reside in Abuja, Nigeria, to be eligible for this position.
• Applicants residing outside Abuja will not be considered. Candidates must be available to work on-site at the designated store location and resume as required.

Personal Attributes:

• The ideal candidate must be disciplined, proactive, customer-focused, observant, organized, and capable of leading a team while maintaining high retail operating standards.