Concessions Manager - Fenwicks in Hendon

Location: Fenwicks Brent Cross

Reports To: Retail Area Manager

Founded in Paris in 1948, Longchamp is a world-renowned luxury brand celebrated for its exceptional craftsmanship, fine leather goods, and modern Parisian design. From iconic handbags like the Le Pliage to elegant accessories and ready-to-wear collections, Longchamp blends tradition with innovation. With boutiques in over 80 countries, the brand offers an elevated shopping experience grounded in French heritage and global appeal.

Concession Managers are ambassadors of the Longchamp brand. They are entrusted with overseeing the day-to-day operations of the boutique, driving commercial results, managing high-performing teams, and delivering a refined and luxurious client experience in line with Longchamp's heritage and values.

Values & Culture

• Elegance – Providing a refined and polished customer experience
• Authenticity – Acting with honesty and professionalism
• Creativity – Encouraging innovation and fresh thinking
• Quality – Striving for excellence in service and product
• Sustainability – Committing to thoughtful, responsible business practices

As a Store Manager, you are expected to foster a culture of performance, inclusivity, client-centricity, and continuous growth within your boutique.

Job Purpose

To lead and manage the store to commercial success by inspiring and developing a high-performing team, ensuring operational excellence, and delivering a world-class customer experience aligned with Longchamp's brand identity and luxury service standards.

Key Responsibilities

• Team Leadership & Development
  • Recruit, onboard, train, and retain top talent aligned with Longchamp values
  • Conduct regular performance reviews and coaching sessions
  • Foster an engaging, supportive, and goal-driven team culture
  • Manage team scheduling and delegation to optimize boutique coverage
• Client Experience & CRM
  • Champion a customer-first mindset, ensuring an exceptional service journey
  • Build, manage, and grow a VIP client base through clientelling initiatives
  • Drive CRM targets including client data capture, reactivation, and loyalty
  • Resolve complex customer issues with diplomacy and professionalism
• Sales & Commercial Strategy
  • Develop and execute sales plans to meet or exceed store targets
  • Monitor KPIs daily, analyse trends, and take corrective action as needed
  • Partner with local management on forecasts, opportunities, and challenges
  • Leverage morning briefs to update the team on current performance and action plan
• Operations & Compliance
  • Ensure compliance with operational, HR, security, and loss prevention policies
  • Manage store budgets, payroll, and controllable expenses
  • Oversee stock management, deliveries, inventory accuracy, and shrinkage
  • Lead store audits and ensure all operational procedures are properly followed
• Visual Merchandising & Brand Standards
  • Ensure consistent application of visual merchandising guidelines
  • Maintain a pristine and luxury retail environment
  • Coordinate seasonal VM moves
  • Uphold the highest standards of store presentation

Skills & Qualifications

• 4+ years of progressive experience in luxury or premium retail, including at least 2 years in leadership
• Proven ability to lead and inspire teams to exceed sales and service goals
• Strong commercial and operational acumen
• Proficiency in CRM systems, POS, and retail management tools
• Excellent interpersonal, analytical, and problem-solving skills
• Fluent in English (additional languages a plus)
• Proficient in Microsoft Office (Excel, Word, Outlook)

Person Specification

• Visionary and empowering leader who leads by example
• Strong sense of ownership, accountability, and integrity
• Client-focused with a refined and polished presence
• Adaptable, composed, and able to manage change effectively
• Strategic thinker with attention to detail and strong execution skills
• Energetic, collaborative, and performance-driven

Key Performance Indicators

• Boutique sales revenue and profitability
• Average Transaction Value (ATV) and Units per Transaction (UPT)
• Client retention, CRM growth, and VIP sales contribution
• Staff turnover, development, and engagement scores
• Visual compliance and marketing execution
• Stock accuracy and shrink reduction
• Operational audit scores and loss prevention compliance
• Mystery shopper scores and client satisfaction (NPS)

Longchamp is committed to fostering inclusive, diverse, and equitable work environments, recognising the value of a diverse workforce in driving innovation and performance. The company prioritises diversity in its hiring process, focusing on the inclusion of diverse perspectives and experiences. With a global presence, Longchamp promotes a culture that values authenticity and individuality, committing to equal employment opportunities for all employees. This approach aims to empower employees, enabling them to reach their full potential and encouraging their personal and professional growth.