Head of Store

2 months ago

London, Greater London, United Kingdom LOUNGE Full time
Role: Head of Store

Location: London, Westfield (White City)

The Lounge team is growing, we're looking for an experienced Head of Store to head up our store based in Westfield, London (White City). We're after someone who is passionate about customer service and wants to support us in bringing Lounge to real life

This role is vital in helping maintain the close community we have created online, but In Real Life (IRL). As a pivotal role within our retail leadership team, you will be responsible for running the day to day demands of the store, such as sales, service, inventory management, performance as well as coaching, and developing the store team to service the Lounge community as their top priority.

Within this role we want you to bring your own skills, ideas and experience whilst working alongside our Lounge HQ team to build a connected, close knit community where everyone that walks into our store feels welcomed.

What you will do at Lounge:

You will work closely and report into HQ teams such as: Operations, People, Customer, Merchandising and Finance to deliver all of the below points.

Customer:

Set sales targets, whilst motivating the team to achieve and exceed these. Provide all customers, and store visitors with exceptional customer service, ensuring each, and everyone entering is welcomed, greeted by a warming, and kind member of the team. Provide excellent Brand, Customer and Product training to all of the team ensuring they are equipped to serve the Lounge community. Build relationships with our community, and support the wider team with this whilst protecting customer retention, ensuring all customer complaints, issues are resolved in a timely and professional manner. Lead the sales floor, with the support of the store Supervisor whilst ensuring the team are engaged, motivated and inspired to deliver world class customer experience. Lead by example supporting Lounges most important assets: our people, & customers. Ensuring the store environment is safe, welcoming at all times whilst also having the responsibility for physical assets such as building, stock and tech and ensure any losses are minimised and everything is running seamlessly. Operations:

Review store results (reports, data) daily, weekly and monthly to gain insight, and take action in providing solutions to provide daily sales growth. Ensure stock levels are maintained, and healthy. Complete weekly and monthly check-ins with HQ team to maintain seamless communication, and execution of the store. Execute store open, and close procedures. (Such as key management, cashing duties). Complete weekly trade reports. Implement loss prevention strategies to minimise theft, and maximise profitability. Visual merchandising & Marketing:

Provide our Merch team with feedback on product performance, and requests. Execute business initiatives and strategies such as Sales Education, Launches, Events, Brand Promotions and Product Testing to enhance brand visibility. Maintain and update the floor plans, fixtures whilst maintaining a clean, organised store environment. Monitor competitor activities and market trends to identify opportunities for differentiation and improvement. Finance:

Prepare and manage the store budget, ensuring profitability and cost control. Implement pricing strategies and promotional activities to drive sales and achieve financial targets. People/Talent:

Provide team briefing before all shifts motivating and inspiring the team to give their best selves. Execute talent lifecycle for direct reports. This includes, talent selection/interviewing, onboarding, coaching/performance management, succession, reward and recognition, time/attendance and culture/engagement. Schedule and lead performance management for your direct reports (Jan, July, plus monthly touch points). Payroll management. Lead and demonstrate Lounge's company values. Be responsible for relevant document distribution such as rota's, handbooks, contracts, personal development, and general HR and upload these onto the software provided. We would love it if you:

Have experience in leading teams. Have the ability to hire, coach and develop our people. Are able to manage priorities through time management and brilliant organisational skills. Have previous experience in improving customer satisfaction, and driving customer loyalty. Ability to delegate, communicate with all levels of the business including HQ teams. Have strong analytical skills and business strategic skills. Have an understanding of visual merchandising. Have a flexible schedule that includes weekends, evenings, holidays and non-business hours.

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