Retail Manager

Role Overview:

Functionally responsible for the performance of all branches in Dubai and the Northern emirates assigned in accordance to company policies and procedures. Execute and help delivery of the branch business plan as set out and agreed by the HOSM. Ensure individual branch profitability, market share, manage and develop branch personnel. Plan, implement, and manages areas of responsibility to facilitate continuous improvement and personal growth while supporting company goals, missions, and vision. Provide exemplary leadership for the branch and supervisors reporting to you.

Duties & Responsibilities

Customers

1. Work with all team members and customers to solve specific challenges
2. Maintain contact and friendly relationships with customers and team members building a favorable company image. Resolve problems and complaints as they arise.
3. Direct and coordinate counter efforts.
4. Coordinate counter maintenance and promotional activities.
5. Set product pricing at branches.
6. Manage customer discounts and pricing to maintain profit levels. You will have accountability with this regard
7. Maintain positive attitude towards customers and associates by being friendly and courteous. Provide customer assistance as needed both on site and off site.
8. Update product knowledge time to time.

Operations

1. Review daily reports, analyzing the performance of branches, individuals and the company overall with regards to income and revenue.
2. Regular visits to branches to ensure they meet the high standards expected.
3. Work alongside the operations team to ensure a seamless flow and operate to allow the company to perform without barriers.
4. Manage workflow to assist staff in balancing priorities, providing backup support if needed and otherwise ensuring that all work is accomplished with an appropriate sense of urgency.
5. Be willing, able and capable of performing any branch job function as needed.
6. Formulate pricing policies according to profitability requirements.

Business Development

1. Setting targets of branches in coordination with higher management to ensure that they are achieved or surpassed.
2. Boosting sales to achieve set targets for individual branches.
3. Pushing year on year increase in revenue of branches.
4. Pushing and stepping up incremental sales.
5. Meeting new customers which can help bring more brand awareness and customers to Dollar. Setting up new loyalty partners and maintaining this loyalty network and communicating this effectively to the branches so there is no disconnect.

Personal requirements

1. You will be a person who finds problems and also comes with a proposed solution to help fix the issue.
2. Pushing year on year increase in revenue of branches. Your responsibilities will lie on total revenue (Cash, Credit, Tour operator and including non-rental income)
3. You will be a person who will see a challenge and strive nonstop until it has been completed to the highest level possible. Barriers and challenges will not stop you achieving the end goal.
4. Report to the HOSM on matters relating to the retail side of the business without compromise.

The Team

1. Assign and direct all work performed in the branch and supervise all areas of operations in accordance with established company policies/procedures and objectives.
2. Anticipate staffing requirements to meet operational needs.
3. Participate in the recruiting and interviewing process of new employees where required.
4. Periodically evaluates the performance of branch personnel, develop goals and objectives. Provide both formal and informal feedback on a regular basis.
5. Ensure policies and procedures are communicated and followed.
6. Ensure equipment and vehicles are properly maintained.
7. Ensures all associates receive appropriate/required trainings.
8. Creates a culture and a team that works together to meet customer needs and achieve desired results.

Skills and qualifications

• Bachelor's degree in Business Administration, Management, or a related field (preferred).

• At least 6–8 years of experience in retail or car rental operations, including 2–3 years in a supervisory or managerial role handling multiple branches.

• Strong leadership and people management skills, with the ability to motivate, guide, and develop teams to achieve operational and sales targets.

• Good knowledge of pricing strategies, revenue management, and branch profitability to ensure sustainable business growth.

• Proven experience in driving sales growth, identifying new business opportunities, and expanding market presence.

• Excellent customer service, communication, and problem-solving skills, with the ability to handle escalations and maintain strong client relationships.

• Ability to analyze daily and monthly reports, monitor KPIs, and manage overall operational performance effectively.

• Proficient in MS Office, especially Excel, for reporting, data analysis, and performance tracking.

• UAE driving license preferred, with flexibility to travel between branches as required.