Concessions Manager

Synonymous with great British design and heritage, Globe-Trotter is a luxury travel lifestyle brand producing handcrafted luggage and leather collections. Established in 1897 and celebrating the 125th anniversary in 2022, Globe-Trotter makes the most beautiful and durable luggage in the world. The business has been Private Equity backed since 2020.

Globe-Trotter is a truly global business trading in more than 80 countries, with significant brand awareness in Japan, Europe and the USA and an increasing footprint in the GCC, China and South East Asia.

We are looking for a Concessions Manager in the world\’s leading luxury retail emporium, Harrods. to drive the concessions performance and profitability, with a focus on providing excellent customer service.

Key Duties and Responsibilities

• Be an ambassador of the Globe-Trotter brand, proactively manage relationships with internal and external partners
• Contribute to the development of the bespoke luxury service experience and bring new commercial ideas to develop the entire service experience
• Ensuring high levels of customers satisfaction through the delivery of outstanding customer service, always aiming to exceed customer expectations
• Create customer loyalty by capturing and adapting your advice to the individual customers’ needs and develop a strong relationship with each customer
• Achieve sales budgets and achieve appropriate cost control
• Monitor sales information and act accordingly to achieve all relevant KPI targets
• Ensure store layouts are reflective of customer traffic flow to maximise sales, customer satisfaction, store presentation/appearance, image and ergonomics for customers
• Accountable for monthly and seasonal of merchandising plan for the store. Review, monitor and execute
• Communicate and co-ordinate all in store events and promotional activities alongside key head office functions e.g Press and Marketing
• Plan all rota cover for the store team including managing the holiday process, providing cover for other stores when required
• Motivate and drive your team to achieve and exceed the sales targets
• Attend meetings within the department store where applicable
• Manage upkeep and condition of all equipment, fixtures and fabrics of shop premises
• Be aware of competitors across all channels of retail
• Any other ad-hoc duties and responsibilities that arise on a day to day basis or over a period that falls in the remit of the Boutique Manager

Communication

• Conduct and provide a daily and weekly briefing meeting to ensure that everyone is aware of key performances and retail initiatives
• Write and communicate a weekly and monthly trade report with highlight, concerns and solutions
• Have a full understanding of all products and update the team on any newness
• Be confident to make decisions with customer issues and deal with complaints effectively to maintain the brands reputation
• Ensure your team deliver an outstanding and unique shopping experience to every customer through regular coaching and feedback across all KPI’s

Team Development

• Conduct appraisals and regular reviews
• Making sure that the team and yourself are following and adhering to the company Grooming guidelines always
• Manage health and safety, security and emergency systems, capabilities and staff and customer awareness, according to company policy and relevant law
• Overall responsibility for the recruitment and selection of the stores sales associate team and customer service specialist and manage performance when required
• Ensure all instore training initiatives are followed and identify gaps in team’s knowledge and work to improve
• Oversee the management of any employee relations issues and work with HR where appropriate
• Lead by example and be a role model for your team
• Take responsibility for your personal development and actively seeks opportunities for improvement

Requirements of the role

• A strong understanding of Luxury retail and sales experience is essential
• Previous experience at Manager level within luxury fashion
• Excellent communication and relationship building skills
• Proven ability to lead an experienced and capable team
• Experience in sales generation and managing the achievement of sales results.
• Flexibility to work non-traditional hours, including days, nights, weekends and holidays.