Retail Excellence Manager in Greenhithe

This role is key to bridging the gap between strategy and store execution. The Retail Excellence Lead will directly impact how our stores perform, how our teams sell and how our customers experience Footasylum.

Location: Area Role (field-based, regular travel to stores required). This role will cover all stores in Area 5 (Bluewater, Westfield Stratford, Croydon, Portsmouth, Bromley, Plymouth, Milton Keynes, Thanet, Brighton, Southampton, White City, Cheshunt, Oxford Street, Lakeside, Watford).

Role Purpose

The Retail Excellence Lead will play a critical role in driving store conversion, commercial KPIs and capability uplift across Footasylum stores. Working as part of a national team, the role will provide hands-on, instore support to improve customer experience, selling effectiveness and team performance through coaching, training and data-led action planning. This is a field-based role, focused on embedding best practice, raising standards and delivering measurable performance improvement at store level.

Key Responsibilities

• Commercial & KPI Performance
  • Support stores to improve Conversion, ATV, UPT and overall sales performance
  • Partner with Store Managers and Area Managers to create clear, actionable improvement plans
  • Support with actioning tangible impact through performance metrics
• Retail Excellence & Customer Experience
  • Identify opportunities to improve the customer journey, selling behaviours and in-store execution
  • Drive excellence in service, engagement and product storytelling
  • Support embedding Footasylum retail standards consistently across stores
  • Act as a role model for best-in-class retail behaviours
• Training & Capability Building
  • Deliver structured and on-the-job training to Store Managers, Supervisors and store teams
  • Hold group training sessions to support with the development of store teams
  • Coach leaders to improve confidence in selling, leading teams and driving performance
  • Support the roll-out of new initiatives, ways of working and retail programmes
• Stakeholder Collaboration
  • Work closely with Retail Operations, Training & Development and Area Managers
  • Build strong relationships with store leadership teams
  • Provide regular feedback and insight on store capability and performance trends
  • Act as the link between strategy and execution at store level

About You

Essential Skills & Experience

• Proven experience in a multi-site retail environment
• Strong understanding of store KPIs, conversion and commercial drivers
• Experience coaching and developing store teams and leaders
• Confident delivering training in-store and adapting style to different audiences
• Data-led mindset with the ability to turn insight into action
• Willingness to travel extensively across the UK
• A full UK driving licence is required due to the travel demands of this field-based role

Desirable Skills & Experience

• Experience in a field-based or retail support role
• Background in retail training, operations or performance improvement
• Passion for customer experience and retail excellence

Personal Attributes

• Customer experience is at the forefront and priority of every decision
• Commercially driven and results focused
• Credible, confident and able to influence at all levels
• Hands-on, practical and comfortable working in fast-paced stores
• Strong communication and coaching skills
• Passionate about retail, people development and performance

Diversity

We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are building products and services. We know that this will help us build useful and accessible things which our customers will love. This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences and backgrounds.

Recruitment Process

We’ll help make the interview process as transparent and stress-free as possible. We review applications individually, and if we feel you would be a good fit, we’ll invite you for a call or Teams video for an informal chat about the role and to see if we’re a good fit for you. We value open and honest conversations and collaboration, allowing you to learn about our work in an informal and friendly environment. We want to know about you and why you feel this is your opportunity.