Brand Store General Manager - Jaguar

LOCATION: Phase 1 – Gaydon, Whitley and London. Phase 2 - Knightsbridge, London (with occasional travel to Gaydon and Whitley as required)

SALARY: Competitive

JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviours we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

WHAT TO EXPECT

Jaguar is an iconic brand with an illustrious heritage that is now undergoing a dramatic transformation. As part of the Re-Imagine strategy for the JLR business, Jaguar will be repositioned as a modern luxury brand and will seek to offer a new end to end client journey, underpinned by an all-electric car portfolio. This exciting opportunity is both a visionary and operational leadership role that will shape the future of our retail presence in London, which will be wholly owned by Jaguar - a first for JLR.

THE ROLE

Phase 1 - Pre-Opening: During this phase, you will be focussed upon the implementation and set up of the new London store prior to opening.

• Operations – Working with our central operations team, you’ll become familiar with our global operating standards and assessing how this can be localised to the London store.
• Commercial – Working with our UK NSC Sales team, you’ll understand the JLR sales management process and compliance, to lay groundwork for future sales performance.
• Marketing – Working in collaboration with our Brand teams, implementing the marketing activity plan aligned to our brand standards whilst ensuring it is localised.
• People – Working in collaboration with our People & Training colleagues, you’ll play a crucial part of in the creation of the brand store team. You’ll also become familiar with people processes and understanding core training, immersions and luxury experience creation and education requirements.
• Digital – Working in collaboration with our Digital colleagues, being a central point of contact for all things digital/IT Systems relevant to the brand store.
• Property – Working in collaboration with our property colleagues to undertake site checks, liaising with third party suppliers and other relevant stakeholders local to the area.

Phase 2 - Post Opening: During this phase, you will be fully responsible for the day to day running of the store, from client experience, overall commercial performance, operational matters and the experience for your team.

• Client Experience Delivering an engaging and exceptional client experience that is unique to our brand which is consistently followed. Maintaining long term client relationships to increase exposure and revenue opportunities. Promote the use of client relationship management (CRM) systems and the importance of quality data collection to deliver the best possible client experience. Raising market awareness to maximise revenue opportunities. Leading client events to build new relationships into the brand. Manages any client escalation if required with the utmost professionalism and care to protect the relationship and reputation of our brand. Own the full commercial performance of the store, delivering profitable growth across new vehicle sales and financial services. Lead, inspire, and performance-manage the sales team to consistently achieve sales, margin, and client experience targets. Oversee the complete sales pipeline, ensuring disciplined lead management high conversion discipline, and a data-led understanding of client demand. Set clear sales forecasts, manage and report results rigorously, and implement corrective that strengthen brand equity, client acquisition, and sales revenue. Run structured sales reviews and coaching to build a high-performance culture aligned with both commercial outcomes and brand ambition.
• Operations Ensure the store operates to the highest standards of compliance, safety, and brand integrity in line with brand policy. Drive operational performance through effective use of systems, data, and reporting. Continuously improve processes to elevate efficiency and the client experience. Strengthen the brand's presence in the local area through proactive community and partnership activity. Provide clear operational insights and feedback to the wider business to enhance performance and future planning. Lead the store sustainably in line with the company's environmental objectives.
• Your Team Driving high performance of your teams consistently and providing support where required, through coaching and feedback. Living and breathing the values of JLR and the culture of Jaguar and bring this to life by positively role modelling these principles. Encouraging and welcoming the team to come up with new ideas to improve the store performance and new ways of working. Embracing diversity, so that everyone feels valued and included. Ensure that all of the team represent the brand as required and to standard. Adhering to our people processes to enhance the employee experience and maintain consistency, such as regular check-in’s, providing feedback and areas of development. Ensuring your team understand the importance of education for both self-development and for client service.

Success Indicators

• Meeting or exceeding commercial (revenue/margin/profit/loss) and sales performance targets (target unit sales).
• Consistently achieving and out-performing levels of client service feedback, net promoter scores and employee net promoter scores.
• Being a positive ambassador whilst also achieving positive outcomes from training and education.
• Successful implementation of marketing initiatives.
• Positive brand image within the local area.
• Successfully positioning and leading by example, the Jaguar brand store as a ‘Halo’ Retailer.
• Sharing your experiences and knowledge for the benefit of others within the Jaguar network.

WHAT YOU’LL NEED

Essential Knowledge, Skills and Experience

• Proven experience within luxury automotive retailing, minimum of 3 years is preferred.
• Experience in successfully building a team from day one, within a similar environment.
• Proven experience of delivering exceptional levels of client service and revenue.
• Proven track record of direct commercial, sales and financial performance management.
• Knowledge and understanding of luxury automotive operations and in particular, the demands and lifestyles of HNW and UHNW clients.
• Knowledge of the London area, specifically with regards to other luxury automotive environments, including hospitality and other relevant social areas which could be relevant for our clients.
• Strong analytical skills - able to use data to drive analysis and results and create action plans based on data insights.
• Capable of seeing the 'bigger picture' and thinking strategically.
• Attention to detail and high degree of accuracy.
• Experience born in a retail environment, particularly during a set-up phase.
• Fluency in English, whilst another language is desirable.
• A knowledge of ‘back office’ accounting and forecasting.

Personal Profile

• Demonstrates our Creators' Code behaviours of Customer Love, Unity, Integrity, Growth and Impact.
• You live and breathe both a client and people centric mindset with a true focus on creating loyal brand advocates.
• You build engaged, supported and inspired teams. Thanks to your commitment to people development, you challenge individuals to grow themselves and their career with us.
• You believe in leading with your people with a constant focus on how we can leverage the client experience a little more in every interaction.
• You are someone who believes in empowerment, setting clear objectives and frameworks but with a trust in your talented team to deliver above and beyond expectations.
• You are compelled to dive into the data and understand the stories behind the numbers in order to leverage best practice and quickly fix problems.
• You are not afraid receive or give in the moment feedback.
• We want you to be fearless in your pursuit of truly incredible client centric experience and loyalty for a lifetime.
• You have integrity and empathy who holds the client experience and the experience of their team, above all else, even when it is challenged.

What we can offer you

Possibly a ‘once in a career lifetime’ opportunity, this is your chance to join us on our journey of something quite incredible, and you’ll be at the very heart of it. We will also offer a competitive renumeration package, which includes two management vehicles, enhanced bonus scheme and many more benefits. We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs. JLR is committed to equal opportunity for all.

At JLR we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.