Concession Supervisor - Harvey Nichols London (FT)

Location: London, Harvey Nichols

Start date: immediately

FRAME is a modern fashion brand celebrated for its refined aesthetic and effortless approach to everyday dressing. Since its founding in 2012, FRAME has become synonymous with contemporary luxury rooted in quality craftsmanship and cultural relevance. Bridging California’s ease and Parisian sophistication, FRAME draws inspiration from the worlds of fashion, art, design, and lifestyle creating collections that capture a timeless yet modern sensibility.

Role Overview:

Reporting to the General Manager, the Concession Supervisor will be directly responsible for the overall management and success of all store employees of their FRAME store location.

Responsibilities:

• Sales & Business Development: Lead the sales team and oversee overall store performance. Identify key opportunities to optimize sales growth and operational efficiency. Facilitate communication between the store team and head office partners to ensure alignment with sales objectives. Support the sales process by ensuring the highest level of luxury service and manage critical situations with exemplary professionalism. Develop strong relationships with VIP clients by managing specific initiatives that reflect brand image. Build customer loyalty through store experience.
• Customer Experience: Ensure all clients receive exceptional, personalized shopping experience. Act as a brand ambassador by promoting FRAME’s values and vision to clients. Develop strong relationships with VIP clients to build customer loyalty and retention.
• Team Management: Conduct regular performance reviews and provide constructive feedback. Foster a collaborative and positive work environment, ensuring team alignment with FRAME’s brand and goals. Work closely to enhance the client experience through storytelling and excellence in the sales ceremony. Provide effective guidance, coaching, and feedback to all team members to foster their professional development and a productive work environment. Lead team meetings to share store performance updates and highlight key priorities. Represent the brand and ensure team members are embodying brand spirit in all interactions with customers and peers. Demonstrate product knowledge and pass on this knowledge to the sales staff. Ensure all employees always provide excellent customer service and experience. Assist with the development of all Retail Associates, motivating them to meet store goals. Monitor daily, weekly, and monthly sales goals of each team member and provide regular feedback, coaching and counseling on performance. Partner with the Retail Office to lead onboarding, training and development of all staff. Educate and follow company policies and procedures including store safety standards, back of house standards, stock, sales and HR policies. Help to generate the store schedule to always ensure adequate floor coverage and approve all hours for payroll processing.
• Sales Performance & KPI Management: Monitor and analyze key retail KPIs including conversion rate, average transaction value (ATV), units per transaction (UPT), and sales targets. Implement action plans to drive sales growth and improve team performance. Provide regular sales performance analysis and reporting to regional management and headquarters. Motivate the team to consistently achieve and exceed sales objectives.
• Visual Merchandising & Brand Image: Ensure the boutique presentation and visual merchandising are aligned with brand guidelines. Coordinate with the Visual Merchandising team to implement seasonal product launches and window displays. Maintain impeccable store standards to reflect the brand’s luxury positioning.

Skills & Qualifications:

• 5+ retail managerial sales experience in a high-end environment.
• Previous retail experience in the South of France is a plus.
• A passion for fashion and knowledge of current trends.
• Attention to detail.
• Strong interpersonal and communication skills.
• Ability to multitask and thrive in a fast-paced environment.
• Flexibility to work weekends, holidays, and varying shifts.
• Experience with POS systems or retail software is an advantage.
• Familiarity with retail KPIs and sales performance metrics.
• Ability to drive sales and grow business.
• Experience motivating, leading and developing a team.
• Passionate about customer service and selling.
• Solution oriented with a strong business acumen and corporate exposure.
• Working proficiency in English and Dutch is required.
• Additional language skills are appreciated.
• A positive, outgoing, high-energy personality.
• Proficiency in all the Microsoft programs (Excel, PowerPoint, Word…)
• Work authorization for the EU.

What we Offer:

• The opportunity to join a fast-growing fashion house.
• Uniform Allowance
• Commissions on Sales
• Employee discounts including partner brands
• The chance to work alongside an international, dynamic, and motivated team.

Join the Frame team and help us deliver an unforgettable shopping experience that celebrates timeless style and modern living.