Retail Organization and Store Success

An organizational chart in a retail store is important not only for the employees, but also for the customer. It holds employees accountable, clearly defines their roles and keeps everyone on the same page. When a store is run efficiently, the customer will have a great in-store experience.

And guess what a great in-store experience means? Repeat customers and more sales for you.

How to Get Started 

When creating an organizational chart for your store, the first thing to do is to create a list of all of the specific tasks that need to be accomplished. This will help to provide a clear understanding of the scope of responsibilities needed for the business to run efficiently. Once the job responsibilities are defined, it is important to keep an accurate record of updated job descriptions so that there is no confusion as to who plays what role.

Defining clear expectations will help employees to stay focused and on track. As the business owner, it is imperative to communicate to them the key role that each employee plays when working in an environment where ‘experience’ is key.

Forming the Team 

No matter the size of the store or the organization, there are several factors to consider when planning a structure that works for you:

  • The customer experience should be the focus.  There should be a direct connection between employee and customer – the second that a job does not influence the customer experience in some way, consider removing it.
  • Compensation should be directly tied to customer experience – no matter what the role is.
  • Encourage collaboration. Incorporate cross-training where it is relevant and create goals for different teams that require them to work alongside other departments.
  • Minimize layers. The higher a hierarchy goes, the more difficult it becomes for everyone to engage with the customer.


Defining roles and structure in a small business or large organization creates a well-oiled machine where employee and customer retention is high!