Retail Sales Manager, Fashion in City of Westminster

Role Overview: Our clients come to Liberty for individuality, craft and discovery. As Sales Manager, you will bring that to life on the shop floor, leading a team of sales associates across our fashion floors, driving sales and building a loyal client base through a personal-shopper approach to clienteling. You will set the standard for fashion retail and uphold Liberty’s service standards every day.

Key Responsibilities:

• Lead the floor and the team: Lead, coach and develop the Fashion team, including recruitment, rotas, appraisals and performance management.
• Run day-to-day floor operations, integrating owned-bought and concession space so the client sees one seamless department.
• Build strong partnerships with concession managers, aligning on service, sales targets and visual presentation.
• Own department KPIs, including conversion rates, UPT’s and client-book targets, whilst also using sales data, client feedback and trends to shape floor strategy.
• Deliver exceptional client service: Champion service excellence for appointment and walk-in clients alike.
• Offer personalised clienteling, including private appointments, styling and gifting, with particular care for VIP and high-value clients.
• Take a “how can we make this happen?” approach, within brand and store policy (e.g. returns, pricing, special orders).
• Build and retain a client base: Grow and maintain an active client book within our CRM and clienteling system, with regular follow-ups and post-purchase contact.
• Win new clients through in-store events, outreach and external networking.
• Work with Marketing and Events to deliver activations, trunk shows and seasonal promotions.
• Maintain operational standards: Ensure compliance with stock security, stocktake and shrinkage controls, and brand standards.
• Take ownership of visual merchandising on your floors, working with the VM team on displays and floor sets.
• Partner with store management to maximise sales opportunities and resolve operational challenges.
• Introduce new ideas in service delivery that set the department apart.

About You:

Essential:

• Management experience in a luxury department store or standalone luxury store.
• A record of running an area profitably and hitting KPIs and targets.
• Proven clienteling experience, including building and maintaining a client book.
• Knowledge of the luxury fashion market and current trends, and a genuine interest in design-led, independent and heritage fashion.
• Experience planning and prioritising resource, including through peak trading periods.
• A strong eye for visual presentation and attention to detail.
• Confident communication and organisation, with the ability to influence concession partners.
• Hands-on, team-first leadership.

Desirable:

• Experience planning or delivering retail events, trunk shows or client activations.
• Experience working with brands, agencies and suppliers.

Working Pattern: This is a five-day-a-week role, working on a rota that includes weekends and runs across our opening hours of 8am to 9:30pm. You will also be part of the team that supports our busiest periods, including sales and exclusive events.

Liberty is proud to be an equal opportunities employer and opposes all forms of unlawful discrimination. We are committed to creating an environment where people from all backgrounds can thrive – bringing their unique perspectives, skills, and experience to everything we do. We are dedicated to eliminating both conscious and unconscious bias from our practices. Our approach is grounded in respect, fairness, and consistency, ensuring that no one is treated less favourably based on gender, race, age, disability, sexual orientation, religion or belief, or any other protected characteristic.