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Retail Store Manager

2 months ago

London, UK, United Kingdom Taylor & Hart Full time

Role: Retail Store Manager

Reporting to: Director of Customer Experience

Location: Taylor & Hart Retail Store

Hours: Full-time, usually Tuesday - Saturday, but with flexibility when required

Competitive salary + performance bonus



Overview

Taylor & Hart is an e-commerce and bricks-and-mortar bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process – facilitated by our consultants in our retail store and via online communication channels. We’re based in Covent Garden and at our Workshop (Chancery Lane).


Taylor & Hart’s Retail Store Manager is dedicated to ensuring the customers experience in our retail store is an industry leading retail experience. They are highly knowledgeable about the brand and our products, and manage a team of retail assistants to ensure they are set up for success in their roles and deliver a perfect experience for every visitor to our store.


The store manager will play a huge part in T&H reaching their revenue goals and will have responsibility towards the commercial impact of the business. In addition to the strong sales focus, success in this role will be in impactful collaboration with members of other teams, such as designers and consultants, and through building positive relationships and synergies across those working from the store. The store will be a hub for the movements of both new and existing products and a key responsibility will be facilitating the efficient movement of this. The store manager will be ultimately accountable for the presentation, maintenance and security of the store.


In summary, priorities for succeeding in the role will be a positive impact on sales targets, harmonious cross-team relationships, and the smooth and secure operation of the store. We are looking for a candidate who can demonstrate the above skills gained from a minimum of 5 years managing a luxury retail store and team.



Main Responsibilities


• Managing and motivating T&H retail team to increase sales and ensure efficiency whilst creating a luxury sales environment

• Coaching individual team members to be the best they can and to be continually striving for excellence

• Maintain a high level of customer experience across all in-store interactions

• General management of T&H Retail Store, including key holding, security, presentation, rota and booking system management

• Take ownership of any in-store escalations and ensure any such situations are contained and managed in a way to minimise effect on other visitors to the store

• Ensuring regular stock takes are kept up to date

• Liaise with contractors including cleaners, security and maintenance

• Support all teams to achieve sales targets

• Review weekly store and sales data and provide regular updates to the wider management team on past and expected performance

• Interpreting sales figures and putting forward recommendations to drive the business

• Analysing and interpreting trends to advise other teams and make best design, pricing and product decisions

• Recruit and train team members, including in all IT / back office aspects of the business

• Performance manage the retail team and store

• Conduct quarterly performance reviews

• Undertake periodic competitor analysis, establish opportunities to improve the retail operation and execute on them in a timely manner

• Establishing and maintaining strong and effective cross-functional relationships

• Work cross-functionally to ensure products are merchandised in line with brand guidelines

• Explore new approaches and ideas to remain ‘a step ahead’ with each customer's experience

• When needed, provide support to the wider sales team

• Have detailed knowledge of Taylor & Hart’s brand values and be a champion of those values in every customer or colleague interaction



What we are looking for:


• You have a minimum of 5 years experience in successfully managing a retail store and team

• You have experience of leading, motivating and developing a team

• You are comfortable and successful in a retail environment

• You have experience working in a luxury sales environment and managing client expectations

• You have product knowledge of diamonds, gemstones and jewellery

• You are people-focused and empathetic

• You are an excellent verbal communicator

• You have commercial awareness and understand sales target structures

• You understand data and deliver feedback effectively to your team to manage performance

• You can manage operating costs to ensure efficient running of the retail space

• You have experience of building client relationships to deliver sales

• You are presentable and well mannered.

• You are technology literate.



Key Performance Indicators


Sales per month

New leads per month

NPS

Staff satisfaction

Store reviews