Question 1

What is a store manager responsible for in retail?

Accepted Answer

A store manager has overall accountability for store operations including sales performance, P&L management, staff recruitment and development, inventory control, visual merchandising and customer experience. They set the strategic direction for the store while managing day-to-day operations using HR software and tools under the General Retail Industry Award.

Question 2

What award classification applies to store managers?

Accepted Answer

Store managers typically fall under Level 6-8 of the General Retail Industry Award 2020 (MA000004), depending on store size, complexity and level of autonomy. These are management classifications reflecting full accountability for store performance, P&L responsibility and staff management. See our Retail Award pay rates guide for current management rates.

Question 3

What is the difference between a store manager and assistant manager?

Accepted Answer

A store manager has ultimate accountability for all store operations, P&L and strategic decisions, while an assistant manager supports the store manager and typically manages specific areas like merchandising or customer service. Store managers report to regional or area managers, while assistant managers report to the store manager.

Question 4

Should store managers receive bonuses or commissions?

Accepted Answer

Many retailers offer store managers performance-based bonuses tied to sales targets, profitability, shrinkage reduction or other KPIs. This aligns the manager's incentives with business outcomes. Any bonus arrangements should be clearly documented in the employment contract and comply with award provisions.

Question 5

What qualifications do store managers need?

Accepted Answer

Store managers require significant retail management experience, typically 3-5 years including supervisory roles. A Certificate IV in Retail Management or equivalent business qualification is highly desirable. Proven track record in meeting sales targets, managing teams, controlling costs and maintaining operational standards is essential.

Question 6

Can I promote an assistant manager to store manager?

Accepted Answer

Yes, internal promotion is common in retail. Ensure the assistant manager has demonstrated capability in budget management, staff leadership, strategic thinking and commercial decision-making. Provide additional training in P&L management, recruitment and performance management as needed. Document the promotion with updated employment contract and classification.

Question 7

What experience should I look for in a store manager?

Accepted Answer

Look for demonstrated experience managing retail teams, achieving sales budgets, controlling costs and shrinkage, recruiting and developing staff, and handling escalated customer issues. Experience with rostering, payroll management, stock control systems and visual merchandising is important. Leadership qualities and commercial acumen are critical.

Question 8

Do store managers need formal business qualifications?

Accepted Answer

While not legally required, formal qualifications in retail management or business administration are highly valuable. Certificate IV or Diploma in Retail Management, Business or Leadership demonstrates commitment to professional development and provides structured knowledge of retail operations, financials and people management.

Question 9

Are store managers usually permanent or casual?

Accepted Answer

Store managers are typically permanent full-time employees given the role's accountability and ongoing nature. This employment type provides stability for strategic planning, team development and building supplier relationships. Management positions rarely suit casual arrangements due to the continuous responsibility for store performance.

Question 10

What hours do store managers work?

Accepted Answer

Store managers typically work full-time hours but often exceed standard hours during peak periods, stocktakes, store set-ups or to handle operational issues. The role may require evening and weekend availability. Clear expectations about working hours, flexibility requirements and any overtime arrangements should be documented in the employment contract.

Question 11

What should I include in a store manager employment contract?

Accepted Answer

Key elements include: position title and classification (Level 6-8), salary package, P&L accountability, reporting structure, KPIs and performance metrics, bonus structure if applicable, working hours and flexibility expectations, leave entitlements, confidentiality provisions, and any restraint of trade clauses. Use digital employment contracts for efficiency.

Question 12

Can store managers be held accountable for store losses?

Accepted Answer

Store managers can be held accountable through performance management for poor loss prevention practices, but employers cannot deduct losses from wages without written authorisation. Clear KPIs around shrinkage, security procedures and stock management should be set. Focus on systems, training and support rather than wage deductions.

Question 13

Who is responsible for creating rosters in a store?

Accepted Answer

The store manager typically has responsibility for creating and managing staff rosters, ensuring appropriate coverage while controlling wage costs. They must ensure rosters comply with the General Retail Industry Award including notice periods, minimum shifts and break requirements. Rostering software helps managers balance coverage and budget.

Question 14

How should store managers manage labour costs?

Accepted Answer

Store managers should monitor wages as a percentage of sales, schedule staff according to trading patterns, use availability management tools, minimise overtime, and ensure rosters align with sales forecasts. Regular review of roster efficiency, productivity metrics and award compliance is essential for controlling costs.

Question 15

What rostering compliance must store managers ensure?

Accepted Answer

Store managers must ensure rosters comply with the General Retail Industry Award including: 7 days advance notice, minimum 3-hour shifts for casuals, appropriate breaks, accurate recording of hours, correct penalty rates for weekends and public holidays, and reasonable requests for roster changes. Non-compliance creates legal and financial risk.

Question 16

How do store managers handle staff shortages?

Accepted Answer

Store managers should maintain a pool of reliable casual staff, cross-train team members for flexibility, use shift swapping features, and build relationships with staff to encourage availability during peak periods. Having contingency plans for absences and maintaining adequate staffing levels is a core responsibility.

Store manager job description