Retail Manager Luxury Multi-Brand Store Permanent contract London, GB Kidswear Luxury Luxury Goods

About the Company

We are helping our client, a multi-brand luxury store, find a Retail Manager. Reporting to the General Retail Manager, the Retail Manager is critical to the delivery of the unparalleled luxury experience that our client is renowned for. Being the front-line face of the leadership team, the Retail Manager is skilled at building high-performing teams and delivering effective performance coaching. This is achieved through high levels of visible leadership on the floor and a natural ability to inspire and engage sales colleagues through storytelling and a culture of continuous feedback. It’s that authentic and inclusive culture you create, alongside a flair for working with data and insight, that will help your business exceed performance targets and deliver exceptional operational standards. You will focus on delivering the people, customer and commercial results of today, tomorrow and the next month. Of course, this is in partnership with your General Retail Manager who oversees the floor and together you’ll set the annual vision for your department and individually you’ll take full ownership for delivering that for your section. Think of it as your own business within a business.

About the Role

• Customer Service

• Demonstrate a passion for delivering a consistently premium service experience for customers and target the team to deliver additional proactive sales through these interactions as well as spotting training needs to build confidence in the pro-active sales space.
• Understand high-net-worth individuals, and will lead the team on their journey in fostering long-term relationships with these customers.
• Lead the team to provide world-leading luxury customer service; you’ll focus on the Brilliant Basics to ensure your team are striving to exceed customer expectations.
• Oversee and own operational efficiencies in your team, ensuring that processes and policies are applied and adhered to a high standard.
• Continually monitor standards to ensure they befit the store’s brand as well as making recommendations on how to enhance the customer journey to deliver the best customer experience and increase loyalty.

• You’ll routinely make commercial decisions to maximise trade opportunities, with a particular focus on pro-active sales generation during a time where increasing competition, shifting customer expectations and an unpredictable economic climate make it essential to engage and convert customers with agility and intent.
• In such times, customer retention and growth will be at the heart of success.
• Assessing and interpreting data, reports, management information and insight to identify trends and shape opportunities to drive performance.
• You’ll also demonstrate your eye for profitability and how to pro-actively upsell and cross sell to generate attention to add on sales or high profit/own-bought product.

Responsibilities

Our client, the luxury multi-brand store, firmly believes that success at a leadership level is delivered through the success of your team – and you can only achieve that if you take the time to build a psychologically safe environment with every individual in your team. An excellent motivator and inspirational leader, you’ll be highly visible on the shop floor and implement regular meetings, huddles and coaching to ensure all colleagues are setting the standard for excellence in sales-through-service, etiquette and performance. You will have a genuine passion for attracting, nurturing and developing colleagues; confident with providing feedback, you will focus on celebrating successes and addressing challenges be that through coaching or performance management.

About You

• Emotionally intelligent and self-aware. You have a good understanding of your own personal style, skills, and preferences and what to dial up or dial down to suit your team members.
• Passionate about identifying and nurturing talent, you’re committed to acting as the guardian of talent within your team, fostering true performance excellence. You take pride in developing individuals who demonstrate potential, ensuring that they thrive within your division or, when appropriate, guiding them towards roles better suited to their strengths.
• Resilient, tenacious and genuinely open to development feedback. Continually adapting your style to get the best outcomes for your people, customers and for the business.
• Proven experience in analysing and interpreting multiple data sources and confidence in taking that data and implementing appropriate action.
• Understanding of and genuine interest in the luxury, high-net-worth customer and their needs.
• Conscientious with a relentless focus on always delivering the best of your ability whilst looking for ways to strive for more.