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Firmdale Hotels PLC

Group Retail and Shop Kit Kemp Manager

London Full-Time 36000 - 60000 £ / year (est.) No home office possible

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At a Glance

Tasks: Lead e-commerce strategies and manage online retail for a prestigious brand.
Company: Join Firmdale Hotels, renowned for innovative design and exceptional hospitality.
Benefits: Enjoy health plans, discounts, training, and social events.
Why this job: Be part of a creative team driving growth in a vibrant environment.
Qualifications: Experience in online retail and strong leadership skills required.
Other info: This is an on-site role based in London.

The predicted salary is between 36000 - 60000 £ per year.

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This position is ideal for someone with experience in online retail with a keen eye and passion for design. We’re looking for someone with great attention to detail, keen analytical and organizational skills and the ability to manage multiple projects with a cool timely head. The role will cover both the Kitkemp.com website and the Ham Yard Store. This position will drive commercial growth, customer excellence and a seamless retail process from the online back end to final delivery. Excellent leadership skills, commercial acumen and entrepreneurial spirit are essential in this role.

This role is based within the Kit Kemp Design Studio department, largely based in our Brentford offices and our Design Studio based in South Kensington. Working closely with the design team this is an exciting opportunity to build up an already existing prestigious brand and team.

This is an on-site role.

Key Duties and Responsibilities

Develop and implement comprehensive e-commerce strategies and plans aligned with business objectives to drive online sales growth.
Manage, maintain, and update the e-commerce platform, ensuring a seamless and user-friendly online shopping experience for customers.
Manage the visual content ensuring consistency, inspiration and high quality entries.
Monitor and analyse market trends, customer behaviour, and competitor activities to identify opportunities for improvement and drive business growth.
Research and keep a keen interest with the homes interior design and product market – noting key trends for each season and each year, ensuring any new opportunities for aligning with new and exclusive suppliers and makers are presented to the design team.
Utilize industry best practices, emerging technologies, and digital marketing techniques to optimize the e-commerce website\’s performance.
Analyse data, including web analytics and customer insights, to identify areas for improvement and implement strategies to enhance the customer experience and increase sales.
Prepare regular reports on the performance of the e-commerce platform and shop, including revenue against budget, sales trends, customer behaviour, and campaign effectiveness.
Full Profit and Loss ownership of Shop Kit Kemp and management of all costs to support growth of sales exceeding budget targets – includes all retail pricing mix, to ensure this is inline, with a hands on, proactive and organized approach
Manage customer service inquiries promptly and effectively, ensuring high customer satisfaction and resolving issues promptly.
Monitor and respond to customer feedback, reviews, and ratings to maintain a positive brand image and improve customer satisfaction.
Managing and driving forward the logistics team, reviewing inventory management is in place, along with assessing holding stock, ensuring top up orders are placed to keep the stock at par level
Ensuring the monthly inventory audit is completed and matched with accounts team
Managing the E-commerce team and shop team – ensuring analysis is reviewed and adapted to increase and optimise sales and the customer experience
Tell the Kit Kemp story across the website and team, demonstrating creativity, consistency and an understanding of the Kit Kemp and Firmdale Hotels brands
People management; recruiting, training, leading and inspiring the retail team
Understands brand architecture, positioning, and storytelling, and can translate that into strategies that boost market share, customer loyalty, and revenue.
Bringing fresh ideas, challenge assumptions, and help evolve your brand’s identity and voice to stay ahead of trends.
To align branding initiatives directly with business goals — driving campaigns that convert, optimizing brand equity for profitability, and identifying new market opportunities.
To collaborate effectively across marketing, sales, product, and leadership to ensure brand consistency and impact at every touchpoint.

Key Skills and Values

Commercial Awareness: Analytical mind and familiarity with data analysis principles
Experience: you are highly skilled in retail management and especially within the high end online retail operating world.
Writing: We need a strong copywriter, with an understanding of SEO, as well as an ability to write to our house-style.
Attention to Detail: You have meticulous attention to detail when it comes to grammar, punctuation and formatting and a passion for getting this ‘just right’.
Proactive Mind-set: You’re one step ahead when it comes to updates, refreshing copy and images in line with seasonal events and digital best practice.
Communication: As well as an ability to explain ideas clearly and keep stakeholders up-to-date, we value those who listen to the needs of colleagues and work well with the team.
Creativity: This is at the heart of what we do and sharing this value is important to us. We’re looking for someone with a keen interest in Kit Kemp and design who can pro-actively imagine new ways of telling our story.
Research: You’ll be up-to-speed with industry trends and our key competitors to ensure that we’re delivering forward-thinking ideas and offers.
Passion: You’re determined to make an impact and will go above and beyond to meet deadlines, Thrives under pressure with impeccable skills in reporting and analysis across multiple systems
Time Management: Entrepreneurial spirit and resilient, can do attitude with a laser focus on getting the job done with excellent organizing and leadership skills to meet deadlines and preparing critical paths from production to product to online.

What we offer

Health cash plan (including contributions towards dental, optical, alternative and complementary therapies)
Discounted cinema tickets, gym membership, travel, retailers and restaurants
Referral bonus scheme for recommending top talent
Dry cleaning service for work attire and discounted personal dry cleaning
Enhanced holiday allowance based on length of service
Season ticket loan for convenient commuting
Ongoing training, professional development, and fully funded English lessons
Regular social events, team activities, and fitness sessions
Benefits like cycle to work scheme and annual long service awards
One allocated paid day per year for volunteering work
Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
And much more!!

Kit Kemp (MBE), a celebrated British interior designer and co-founder of Firmdale Hotels, has garnered numerous awards and accolades for her innovative design work. Here are some of the most notable recognitions:

Andrew Martin International Interior Designer of the Year Award – Often referred to as the \”Oscars of the design world,\” Kit Kemp has received this prestigious award for her distinctive style and impact on interior design.
House & Garden Top 100 Interior Designers 2024 – Kit Kemp has regularly featured on this list, recognising her as one of the most influential designers in the industry.
The Cateys – Best Hotel Group (Firmdale Hotels) – Under Kit Kemp’s co-leadership, Firmdale Hotels has won several awards at The Cateys, including the coveted Best Hotel Group Award, highlighting the group\’s design-led approach and high standards.
Gold Key Awards for Excellence in Hospitality Design – Kit Kemp has won multiple Gold Key Awards for her outstanding hospitality design projects, including hotels within the Firmdale portfolio.
Homes & Gardens Designer Awards – Kit Kemp has been honoured for her contribution to British design, specifically for her ability to combine vibrant colours, patterns, and textures into inviting and imaginative interiors.
Elle Decoration British Design Awards – Recognising her influence on British interior design, Kit Kemp has been celebrated for her unique approach to blending modern and traditional elements.
Condé Nast Traveller Readers’ Choice Awards – Several Firmdale Hotels, designed by Kit Kemp, have been featured in this prestigious list, which reflects her excellence in creating stunning, guest-focused hotel environments.
Hospitality Design Awards – Many of Kit Kemp’s hotel designs have received recognition at the global Hospitality Design Awards for their originality, aesthetics, and comfort.
Best British Brand (Firmdale Hotels) – Kit Kemp and her Firmdale Hotels have been awarded for their contribution to luxury hospitality and British heritage.

These accolades reflect Kit Kemp\’s visionary approach to design and her exceptional contributions to the fields of interiors and hospitality.

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time