Luxury Concession Manager

1 day ago

London, UK, United Kingdom Dweet Full time

The role of Store Manager is a crucial part of the store and retail function. Connecting and engaging with the brands customers and teams, making the day to day activities a success, and leading the store & team performance towards success.


We are looking for someone who is self driven, attentive to details, reliable, full of energy, approachable with extensive knowledge of fashion and trends of the season and an expert leader in engaging and styling clients. You are a role model in everything you do and you share your knowledge and skills with your colleagues.


The Store Manager will welcome and assist customers throughout the entire sales process while supporting & coaching their team towards excellence, always focusing on delivering the highest customer experience. As a Store Manager, you are in charge of maximising store targets, retail excellence, ensuring your team is motivated in providing an optimal and personalized customer service while complying with the brands procedures and standards.


This role is an interim/FTC position.


Expectations of the role :

Selling skills:

  • Be a brand ambassador and embrace the brand Selling Ceremony
  • Lead your team by example
  • Drive sales: you train and coach your team in delivering exceptional and personalised customer experience
  • Lead your team towards success through training & coaching in order to exceed the store objectives and KPIs
  • You monitor the store targets & KPIs, individual sales KPIS of your team members
  • Monitor and record the shop floor activity and send regular updates to the Area manager
  • Analyse the commercial aspects of your store and identify new methods to increase turnover & KPIs
  • You are constantly present on the shop floor and fully available to look after customers needs
  • Be able to build customer loyalty, understand customer relationship management
  • Be able to communicate efficiently and effectively
  • Be knowledgeable of the collection and the brand iconic pieces


Leader skills:

  • Be a brand ambassador and embrace the brand Selling Ceremony
  • Inspire the team and lead by example
  • Support the development of the team and store KPIs
  • Be proactive in developing your team skills and brand/product knowledge
  • Ensure you adhere to all organisational aspects to ensure your team works in conditions enabling success
  • Be approachable and a great communicator who can ensure business runs smoothly
  • Build and nurture a strong relationship with your direct report, Country Manager and all other departments, partners


Leadership expectations:

  • Be a good coach
  • Empower your team and don’t micromanage or undermanage
  • Express interest in team members’ success and personal well-being
  • Be productive and results-oriented
  • Be a good communicator and listen to your team
  • Help your employees with career development
  • Have a clear vision and strategy for the team
  • Have key technical skills so you can help the team


Operations :

  • Drive sales: Fully proficient on operating till system, payments and fraudulent transactions
  • Follow company policy and procedures
  • Manage the opening and closing procedures for your store and ensure luxurious store environment and standards
  • Create rotas that meet local needs and brands rules and the availability of your team
  • Adjust your staffing levels and the rota to match the pattern of turnover throughout the week / month / year
  • Anticipate and manage staff holidays to ensure good shop floor cover and respecting the business calendar
  • Fully proficient with all operational aspects and procedures, and proactive to learn new processes
  • Manage the loss prevention procedure, perform regular inventories and communicate any discrepancies
  • Have an awareness of the loss prevention procedures in store and communicate these to the team
  • Pay attention to the security of the team and customers, by respecting health & safety guidelines
  • Maintain a good completion of the administration tasks for the store (banking, cash handling, credit notes, exchanges and refunds, trackers…)
  • Report any discrepancies to your direct report and head office departments
  • Develop the store and team members CRM database and activities to develop turnover
  • Follow up stock transfers between stores and manage the faulty items procedure with the support from the manager
  • Be exemplary in all stock management and control aspects and train your team on stock management
  • Ensure all necessary tools and supplies are available


Commercial & Merchandising :

  • Be commercial in everything you do
  • Manage deliveries, ensure replenishment is made and new collection is processed according to the brands guidelines
  • Manage the VM guidelines implementation and train your team on all VM aspects & standards
  • Know how to adapt the VM guides to the space and commercial/customer needs of your store
  • Ensure the shop floor and the windows standards are impeccably maintained and always very commercial
  • Know, use and communicate the VM tools and guidelines to the team.


Human resources :

  • Anticipate and manage the recruitment for the store
  • Train and develop the team with a development plan that emphasizes their skills
  • Organise weekly training sessions and monitor performance and development – you are the leader of your team L&D and must embody personal development
  • Identify the team members with growth potential and set up plans to develop their skills
  • Coach and motivate your team by giving them skill targets to achieve
  • Create a positive and inclusive work atmosphere, motivate and recognize achievements within the team
  • Monitor the regular staff reviews and employee probations


Required knowledge & skills :

  • Demonstrate strong leadership skills and passion for people development
  • Be business driven and commercial in all aspects
  • You must have excellent communication & organisation skills
  • Understands how to deliver and coach luxurious customer experience
  • Understand the business KPIs and how to develop them
  • Show passion about People and the luxury retail and interest in fashion and retail market trends
  • Required qualities :
  • Leads by example in all occasions
  • Details focused
  • Problem solver Adapt to new situation, be proactive
  • Great people skills, excellent team work skills, be enthusiastic, dynamic
  • Excellent team work skills
  • Positive and proactive attitude and knowledge of motivating a team
  • Sense of the responsibilities and of the priorities of the store
  • Be eager to learn, develop yourself and others.

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