Outlet Manager

May 16, 2023

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Job Description

Reports to:

Regional Sales Manager

Direct Reports:

Sales Advisors, Senior Sales Advisors


  • To provide the best possible service to customers, thereby maximizing sales and profit
  • To control and operate the store in accordance with company instructions, policies, and procedures in order to minimize operating costs and maximize profits
  • Ensure the staff employed at the store carry out duties effectively and in accordance with the job profile and company policy and procedures


  • Customer Relations / Selling Skills – Promotes a professional and quality level of customer service to existing and new customers; assesses and satisfies customer’s needs and queries/problems; identifies and maximizes selling opportunities; ensures staff give the required level of customer service; actively achieves Company KPIs
  • Commercial and Business Acumen – Proactively seeks opportunities for increased business; awareness of competition; supports new directions and initiatives; creative presentation ability of company products
  • Leadership / Taking Responsibility – Accountable for the day-to-day running of the store and management of staff; ensures full adherence to company policy and procedures in all areas including customer relations, housekeeping, merchandising and display, security of premises, cash and stock, and administration; leads by example; uses authority when necessary
  • Legislation – Ensures the correct implementation of any legislation affecting the business (health and safety, licensing, trading standards)
  • Organisation and Planning – Plans, prioritizes, and organises work to optimize the use of resources and meet deadlines; schedules events/tasks and delegates effectively to staff; plans and introduces contingencies as required
  • Maximises Resources – Operates store in accordance with agreed targets and budgets in relation to sales, stock loss, stock levels, man hours, and operating costs
  • Quality Emphasis – Committed to setting and maintaining high store and personal standards, with excellent merchandising skills
  • Motivating Others – Encourages team effort, builds cohesion, and maintains motivation
  • Staff Training and Development – Understands and delivers training and development needs of team members; gains willing cooperation; gives regular feedback to the team; appraises performance; encourages open communication and is constructive when confronting individuals
  • Effective Administration – Accurately adheres to company administration systems regarding cash, stock, payroll, and marketing; adopts a systematic and organized approach; checks standards of accuracy; follows written and verbal instructions to company standards and is accountable for all communication within the store
  • Problem-Solving – Anticipates and identifies problems; uses analytical and investigative skills in problem-solving and proposes solutions / evaluate alternatives; take action to resolve problems in accordance with company needs
  • Any other duties relevant and related to the post


  • Good standard of education to include 5 GCSEs with English Language and Maths or equivalent (Grade C or above)


  • 1 year of previous supervisory or management experience in a retail or customer-focused environment
  • Must be committed to successfully completing WSET Level 3 Award in Wines and Spirits
  • WSET Level 2 Award in Wines and Spirits
  • NVQ Level 3 or equivalent qualification that relates to the retail industry

Skills and Experience:

  • Minimum of 1-year experience in a customer-focused environment
    • Excellent standard of dress and appearance
    • Communication skills – A proven ability to communicate effectively and professionally at all levels, both internally and externally; appreciates the target audience, selects appropriate style and content, and demonstrates good written, verbal, and listening skills
    • Customer-focused – maintains a professional level of customer service at all times; identifies accurately the needs of internal and external customers and works to exceed the customer’s expectations by delivering a high-quality service
    • Personal drive and a pleasant, positive, and enthusiastic, ‘can-do’ attitude, demonstrating an appropriate level of motivation
    • A good team player with the ability to lead and work in a team environment
    • A valid driving license plus access to a car


  • 1 year of previous supervisory or management experience in a retail or customer-focused environment
  • Interest and/or knowledge of wine

Main Points of Contact:

  • Customers
  • Sales Advisors/ Regional Sales Developer / Regional Sales Manager / General Manager
  • Marketing / Payroll / Stock / Cash Departments
  • Distribution / Maintenance Personnel

Other Relevant Information:

  • Must be age 18 or over
  • Flexible approach to the needs of the business essential – must be able to work:
    • A full shift on a Friday and Saturday, one of which must be to close of business
    • A minimum of 2 evenings per week, inclusive of a Friday or Saturday (and not including Sundays) to close of business
    • You are not assigned to a particular store and may be required to work in or transfer to another store within a reasonable traveling distance
  • A full, valid driving license is desirable