Deputy Store Director (West London)

Our client is looking for a strong retailer to join their new store team in London, White City. As Deputy Store Director, you'll act as the trusted number two in the store, working closely with the Store Director and the entire store team to drive overall business performance and ensure seamless day-to-day operations.

In this key role, you'll:

• Support the Store Director in delivering on strategic goals across sales, service, and operational excellence.
• Lead and develop high-performing teams, ensuring alignment with the brand values and service standards.
• Collaborate with both the Customer Experience and Operations teams to create an engaging and efficient store environment.
• Monitor performance metrics, identify opportunities for improvement, and implement initiatives that enhance the end-to-end customer journey.

Responsibilities

Customer Experience:

• Spend 50-80% of your time on the sales floor, actively leading and inspiring the team to deliver memorable and immersive client experiences.
• Role-model the attitude, setting the standard for exceptional service, professionalism, and positivity.
• Provide hands-on support in challenging client situations, ensuring issues are resolved quickly and client satisfaction is maintained.
• Deliver ongoing coaching and training, empowering team members to meet and exceed commercial and operational KPIs.
• Take ownership of floor leadership, ensuring consistent coverage, smooth operations, and an elevated service environment.
• Motivate and energize the team through dynamic floor management, creating an addictive and engaging shopping experience.
• Utilise tools and mystery shopper reports to analyse satisfaction scores and implement targeted action plans for continuous improvement.
• Inspire and guide the team in leveraging digital tools to offer personalised and connected client services.
• Partner with the Training team to coach and support the delivery of Beauty Services, maximising client engagement and loyalty.
• Foster strong working relationships with Brand Supervisors and ensure regular follow-up on Brand BC performance.
• Lead and align the management team to cultivate a vibrant and welcoming store atmosphere, driving results across all commercial KPIs.
• Collaborate with the store leadership teams to analyse performance data and propose strategies to elevate the client journey and related KPIs.
• Support the store director wider management team by enforcing high standards in client service delivery and resolving any client concerns with efficiency and care.

Operational Excellence:

• Optimise and oversee store operations in partnership with the Operations Manager, ensuring efficiency, compliance with company policies, and adherence to operational guidelines.
• Inspire and support the management team in enforcing all store policies and procedures related to products, testers, pricing, merchandising, and coordination with external partners (including brands, helpers, and security).
• Collaborate with the Operations Manager to maintain the store's premium image, focusing on cleanliness, product availability, and overall presentation.
• In partnership with Category Managers, ensure the team consistently applies and follows operational standards and procedures across all departments.
• Proactively monitor stock levels and communicate low-stock or out-of-stock risks to the Operations Manager to maintain optimal product availability.
• Work alongside the Operations Manager to uphold visual merchandising (VM), animation, and marketing execution standards, ensuring alignment with brand image and campaign guidelines.
• Provide ongoing support to head office departments, sharing insights, feedback, and data analysis related to all aspects of store operations to drive continuous improvement.

Team Management:

• Partner with the store director to recruit, train, retain and develop talent.
• Cultivate a collaborative, inclusive team environment that encourages open communication and synergy.
• Monitor and elevate team effectiveness through regular performance check-ins and constructive feedback.
• Partner with the Store Director on resource allocation, team scheduling, payroll, and maximising team performance.
• Lead workshops and peer learning sessions, promoting knowledge sharing and continuous team development.
• Identify skill enhancement opportunities through targeted training initiatives, ensuring alignment with industry standards and Sephora's unique approach.
• Develop future leaders who embody the company values, fostering a culture of growth and opportunity.
• Align team objectives with the company's broader strategy, ensuring every role contributes to our collective success.
• Collaborate with the recruitment team to attract and onboard top talent who are passionate about beauty and client experience.

Sales Optimisation:

• Inspire a high-performance sales culture, motivating store teams to exceed targets through shared goals and celebration of successes.
• Champion a culture of excellence, centred on client satisfaction and aligned with our clients core values.
• Drive strategic sales initiatives, leveraging data insights to inform decisions and adapt to evolving market trends.
• Align marketing initiatives with client engagement strategies to ensure promotions are impactful and drive traffic.
• Maximise Beauty Hub engagement through events, partnerships, and personalised experiences that boost interactions and appointment bookings.
• Utilise sales analytics to identify performance gaps and refine sales strategies.
• Create strong partnerships with our brand partners, elevating product offerings and co-creating impactful promotions.
• Develop engaging masterclasses that showcase brand and the company's expertise, positioning us as a leader in beauty education.

Business and Strategy:

• Act as a key strategic partner to the Head of Retail, providing insightful knowledge on market conditions, competition, and evolving client needs to inform business decisions.
• Provide visionary leadership that reflects our clients brand values and aligns with the company's strategic direction.
• Prepare weekly/monthly competitor analysis reports, highlighting market trends, promotional activity, and opportunities for differentiation.
• Analyse and interpret commercial KPIs, proposing actionable strategies to drive both immediate improvements and sustainable long-term growth.
• Develop and recommend short- and long-term business plans to accelerate top-line sales and strengthen brand performance.
• Offer qualitative feedback and product recommendations to Head Office and Category Management, grounded in a deep understanding of local client preferences and market demands.
• Design and implement action plans to optimize product performance, leveraging tools such as visual merchandising, monthly trends, team training, and operational insights.
• Plan, execute, and oversee in-store promotional events and displays, ensuring alignment with brand guidelines and client expectations.
• Conduct regular market visits and competitor analysis to stay ahead of industry trends and identify local business development opportunities.
• Ensure all managers contribute accurately to Business Reports, enabling a complete and strategic view of store performance.
• Collaborate across the business, building strong relationships with other stores, regional leadership, and head office departments.
• Take on area responsibilities, contributing to wider business initiatives and sharing best practices.
• Oversee and manage the store's Profit & Loss (P&L) to ensure profitability and cost control.
• Regularly propose innovative ideas and growth opportunities to the Store director and the regional manager/Retail director, contributing to the evolution of the store's performance and customer offer.

Skills:

• Extensive experience in client experience management, preferably within the retail or beauty sector.
• Exceptional leadership, team management, and motivational abilities, with a proven track record of developing high-performing teams.
• Deep understanding of retail operations, policies, and procedures, including inventory, cash management, and service excellence.
• Outstanding communication, interpersonal, and conflict resolution skills, with a strong client-first approach.
• Exceptional organisational and time-management skills to effectively manage priorities in a dynamic environment.
• Proficiency in CRM systems, omni-channel strategies, and retail service models to enrich client engagement.
• Analytical mindset with expertise in data analysis tools to assess KPIs and drive continuous improvement.
• Advanced skills in digital tools and MS Office applications to streamline operations and enhance team collaboration.
• Ability to collaborate effectively with cross-functional teams in a fast-paced, ever-evolving retail landscape.

Package: £55,000 + Package + Bonus + Fantastic Benefits