Store Manager in Hounslow

Ladurée is seeking a dedicated and experienced Store Manager to lead our store at Heathrow Terminal 3. As the face of our iconic brand, you will take full ownership of boutique operations delivering an exceptional customer experience tailored to both international travellers and local clientele, while ensuring compliance with both Ladurée's high standards and all airport-specific protocols. This role requires a confident, commercially minded leader who thrives in a premium retail environment and understands the unique demands of operating within an international travel hub.

Key Responsibilities:

• Leadership & Operational Excellence: Manage all day-to-day operations of the Store, ensuring alignment with Ladurée's brand standards and Heathrow Airport procedures. Lead, inspire, and develop a high-performing team with a strong focus on service delivery, efficiency, and high-end retail. Oversee team scheduling, shift coverage, and resourcing to align with peak trading hours and airport flow.
• Customer Experience Tailored to Travellers: Deliver a luxury retail experience that is warm, efficient, and tailored to both time-sensitive travellers and local business customers. Ensure your team greets every customer with professionalism and elegance, creating a lasting impression of the Ladurée brand. Handle customer concerns with empathy and discretion, maintaining high standards of satisfaction and loyalty.
• Compliance & Brand Standards: Ensure strict adherence to all Ladurée operational procedures, including food safety, packaging, service etiquette, and visual merchandising. Maintain full compliance with all Heathrow Airport regulations, including security, staff conduct, health and safety, and trading requirements. Serve as a key liaison with airport management and compliance teams when needed.
• Sales & Commercial Performance: Drive boutique revenue by maximising sales, promoting seasonal products, and delivering outstanding team performance. Use KPI data to track performance and implement sales strategies to exceed targets. Lead upselling and cross-selling initiatives to optimize customer spend and boutique profitability.
• Presentation & Stock Control: Ensure store presentation, product displays, and cleanliness meet Ladurée's standards at all times. Oversee daily stock levels, conduct accurate inventory checks, and manage stock rotation for product freshness. Collaborate with supply chain and logistics teams to forecast needs and prevent shortages, particularly during seasonal peaks.
• Communication & Reporting: Report on boutique performance, customer feedback, and operational matters to senior management regularly. Support a culture of open communication within the team, sharing updates on new products, promotions, and procedures. Take accountability for boutique financials, including cash handling, reconciliation, and daily banking.
• Team Collaboration and Communication: Foster a positive work environment, encouraging teamwork and collaboration among team members. Attend and participate in regular team meetings, ensuring alignment on new products, promotions, and company policies. Communicate effectively with the Cluster Manager, providing updates on store activities, customer feedback, and team performance.

Key Requirements:

• Minimum 2 years of experience as a Store Manager or Senior Supervisor in high-end retail and hospitality.
• Demonstrated leadership and team management skills in high-volume, customer-facing environments.
• Deep commitment to customer service with the ability to tailor the experience to a diverse, international clientele.
• Strong understanding of retail KPIs, sales analysis, and operational reporting.
• Familiarity with POS systems, inventory software, and cash handling procedures.
• Full flexibility to work early mornings, evenings, weekends, and holidays as per Heathrow's trading schedule.

Desirable:

• Passion for macarons and pastries, and the Ladurée brand.
• Experience working in an airport or high-footfall location.
• Additional language skills are valued due to the international nature of the clientele but not necessary.

Benefits:

• Competitive salary + monthly Travel Allowance.
• Generous employee discount on all Ladurée products.
• Career development and growth within an internationally renowned high-end brand.
• Work in a prestigious environment with exposure to a diverse, global customer base.

Note: All applicants must pass security clearance and background checks required by Heathrow Airport before employment can commence.