General Manager - Luxury Footwear Brand - London

£50000 - £70000 per annum
20 Jun 2017
18 Jul 2017
Beverley Hart
Job Type
The Store Manager is responsible to direct, influence, and drive the store performance, customer service and experience through working closely with store team. Be an expert on the product, process and systems knowledge and be able to serve as a role model of knowledge for behaviors for customer service.
Business Vision:
*Create the vision and tone for the store while at the same time driving a highly successful and profitable business.
*Strong leadership presence - serve a proactive mentor, teacher and problem solver.
*Instill a collaborative team oriented relationship among the categories.
*Organize activities, meetings and priority of actions for the store as a whole and each category. Ensure that there is a balance between operational efficiencies (KPIs), service and customer experience, and that there is consistency across the store.

Store Performance:
*Performance monitoring by reviewing sales weekly of each category.
*Take action to correct deficiencies inclusive of visual merchandising to maximize business growth.
*Develop and evolve standardized staffing model to: better align employee scheduling to store traffic (MTT); optimize FTEs to maximize store sales potential (NET $/FTE, average cost model); review store structure to seek opportunities for client centric initiatives; discover customized services to increase conversion/ ATV / cross selling (UPT).
*Create a process to review the CRM strategy and define requirements/expectations as well as performance measures. Monitor the performance to ensure efforts will serve to maintain and grow customer relationships.
*Work closely with the Regional Manager and provide continual input on Front of House/Back of House opportunities to capitalize on sales and improve customer experience (displays, traffic patterns, etc.).

Team Development and Coaching:
*Partner with Regional Manager, Training & Retail Buyer to identify/develop relevant trainings for selling RTW & Shoes.
*Consistently review the level of current customer service offered and practiced; identify opportunities to emphasize service with product knowledge from a store perspective.
*Mentor and coach Assistant Managers on identifying solutions and adapting to respective store.
*Ensure on the spot coaching is practiced by all members of management while leading the sales floor.
*Utilize and practice consistent application of the progressive discipline process.

Human Resources:
*Implement retention initiatives and collaborate with Human Resources to provide developmental opportunities.
*Develop succession plan by identifying and developing internal people with the potential to fill key positions in the store. As well as cultivate awareness of the external talent in the market to build bench internally and externally.
*Oversee staffing and recruiting function for non-exempt (Sales Associates, Stock) and exempt (Assistant Managers), in close cooperation with Human Resources; responsible for personnel matters including hiring and termination.
*Identify individual and team training needs; create and implement regular training sessions; ensure that the training program is strictly adhered to and implemented in the store; work on career path initiatives to promote from within and provide mobility opportunities for staff.
*Develop, train and continuously motivate associates towards achieving and exceeding personal and category sales objectives while applying retail excellence.
*Support the sales process as needed.
*Assist in facilitating solutions to customer issues in addition to directly managing escalated customer issues or complaints.
*Support sales staff with consignments.
Additional information
*5+ years managerial experience in a retail setting with emphasis on operations or store management; preferably in a luxury setting.
*Computer literate; learn and utilize various software packages
*Bachelor degree or equivalent.

Personal Characteristics:
*Able to motivate others and build effective teams
*Service orientation and customer focus
*Social perceptiveness
*Able to mediate and negotiate to resolve conflict
*Strong oral and written communication skills

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