Retail & Customer Service Manager

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Goals & Performance Metrics:

Goals & Performance Metrics

Shop Operations → Open/close on time, staff punctuality ≥95%, paperwork 100% on time.

Customer Service → First reply ≤2h, 85%+ complaints resolved ≤72h, repeat complaints ≤5%.

Delivery Follow-ups → Same-day acknowledgement, 100% client confirmation on closure.

Staff Supervision → Weekly rota on time, staff trained, issues addressed promptly.

Reporting → Weekly report submitted 100% on time and complete.

Improvement → At least 1 efficiency idea implemented per quarter.

N+1 Management Style:

Leadership Style of Immediate Supervisor (Varun Sobha)

Hands-On but Delegative: Provides clear direction on priorities and standards, but expects managers to take ownership of execution without constant reminders.

Results-Oriented: Focuses on measurable outcomes (KPIs, reports, deadlines) rather than micromanaging day-to-day activities.

Direct Communication: Prefers straightforward, transparent updates with facts over excuses. Expects issues to be flagged early with a proposed solution.

Accessible for Escalations: Available for high-impact or exceptional matters (e.g., refunds above limit, supplier negotiations), but expects routine issues to be resolved independently.

Accountability Driven: Reviews performance through regular reports and sync meetings, holding managers accountable for their areas of responsibility.

Encourages Improvement: Values team members who proactively suggest and implement efficiency improvements rather than waiting for instructions.

Career Progression Opportunities:

Career Growth & Development Opportunities

Progression to Multi-Branch Retail Manager as we expand into new shop locations.

Opportunity to step into a Customer Experience Lead role overseeing both in-store and online service teams.

Involvement in event activations, brand launches, and retail expansion projects, gaining exposure beyond day-to-day shop management.

Chance to develop into a senior operations position within Island Aura Solutions Ltd as the company grows.

Ongoing training on ERP systems, customer service tools, and retail management best practices.

Benefits & Culture:

Employee Benefits & Well-Being Initiatives

Staff discounts on all products across Gangnam Isle and partner brands.

Flexible working arrangements where possible (for non-shop staff).

Paid annual leave, sick leave, and public holidays in line with Mauritian labour law.

Training and upskilling opportunities (ERP, customer service, retail management).

Regular team events and staff gatherings to build team spirit.

Supportive and inclusive workplace culture.

Access to wellness initiatives such as short staff breaks, reasonable working hours, and respect for work-life balance.

Growth opportunities with new shop openings and expansion projects.

Candidate Selection Criteria:

Main Selection Criteria

Relevant Experience

At least 1 year in retail, customer service, or hospitality management.

Prior experience supervising staff (scheduling, attendance, performance).

Customer Service Skills

Demonstrated ability to handle escalated complaints professionally.

Strong communication skills in English, French, and Creole.

Proven track record of improving customer satisfaction or service standards.

Operational Competence

Ability to manage daily shop operations (opening/closing, POS, reporting).

Familiarity with ERP/POS systems or capacity to learn quickly.

Experience coordinating with other teams (e.g., delivery/logistics).

Leadership & People Management

Confident managing small teams and enforcing performance standards.

Ability to train and guide staff in customer service procedures.

Fair but firm approach to discipline and accountability.

Organisation & Reporting

Strong organisational skills with attention to detail.

Comfortable preparing weekly and monthly operational reports.

Ability to track and follow up on multiple issues at once.

Problem-Solving & Initiative

Ability to act independently within defined policies.

Proactive in identifying issues and suggesting efficiency improvements.

Cultural Fit & Work Ethic

Reliable, punctual, and consistent.

Team-oriented, with a client-first mindset.

Willingness to grow with the company as it expands.

Work condition:

Work Conditions & Frequency

Work Location: Port Louis flagship shop, with occasional support for events or launches outside the branch.

Schedule:

6-day work week (Monday–Saturday).

Standard hours: 9:00 AM – 5:00 PM weekdays, 9:00 AM – 3:00 PM Saturday.

Flexibility may be required during peak periods, launches, or special events.

Breaks: Daily breaks in line with Mauritian labour law (minimum 1-hour lunch).

Leave: Annual leave, sick leave, and public holidays provided as per Mauritian labour law.

Reporting Frequency:

Daily: Shop closing paperwork and escalated issues logged.

Weekly: Operations and customer service report submitted every Monday.

Monthly: Summary report with key performance metrics and improvement actions.

Performance Reviews: Conducted every 3 months against agreed KPIs.

Message from your future manager N+1:

We are currently seeking a Retail & Customer Service Manager to join our team. In this role, you would be working directly with our management at IAS while running day-to-day operations at Gangnam Isle. The position covers shop management, staff supervision, and customer service (both in-store and online), making it a central role in how we deliver an excellent customer experience.

If this sounds like an opportunity you’d like to explore, please let me know and I would be happy to share more details.