Retail Stores Manager

ME+EM is one of the UK’s fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the UK. At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Our office and stores are always busy and fast-paced, but we work just as hard to make sure it’s fun, with social activities and biannual parties. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.

The ME+EM Store Manager is an entrepreneurial lover of clothes, who is dedicated to customer service, team morale and driving results. Responsible for overseeing the overall operations of the store, managing team performance and leading by example. Your focus is that all store aspects, from inventory management to visual merchandising, from store reporting to finance management, are running smoothly. You have a keen understanding of the brand vision and stay up to date on industry trends. You understand the role of retail in our omnichannel business while representing the brand ethos.

• Understand the store target and relay this to the team.
• Explain how company bonus works.
• Work toward set objectives and feedback regularly to the Head of Retail and MT to ensure their store always has the best chance to achieve optimum results.
• Manage staff uniform and dress code policy.
• Encourage dress code compliance following the policy.
• Display and ensure high level of telephone etiquette when using the store phone and able to train others to the same standard.

People Management

• Be the first point of call for all people related issues within your store and loop in the Senior People Advisor and Head of Retail for regular support.
• Carry out the first stage interviews with the support of the Talent Acquisition Specialist, and ensure the candidate meets with the Head of Retail for the final stage of the recruitment process.
• Carry out instore onboarding sessions, setting expectations for the first 3 months and welcoming your new starter to the store.
• Ensure the new starter attends the HR onboarding session.
• 3-month probation reviews, annual appraisals and performance meetings, seeking support from the Senior People Advisor if there are performance issues.
• Create monthly rota effectively to cover both logistics, VM and trading hours.
• Manage staff admin including hours worked against what is recorded in Humanity, ensure regular breaks are taken and casual contractor invoices are correct and submitted in time for payroll.
• Manage staff admin in regard to sickness monitoring, return to work interviews and providing additional and individual support and guidance.
• Keep up to date with company policies and ensure the team are trained in all areas of compliance with the support of the Compliance and Training Coordinator.
• Identify training needs and arrange store training sessions to fill the gaps with the Compliance and Training Coordinator, Senior People Advisor and Head of Retail or any external resources.
• Follow company procedures to report any maintenance issues in store promptly.

Customer Relationship Management

• Be confident in building organic and long-lasting relationships with customers.
• Be aware of the importance of CRM and explain this to the team.
• Confidently offer solutions to customer queries and complaints following the standards set by the Company.
• Escalate serious complaints and queries to the Head of Retail and the Customer Care Team.
• Ensure high level of product knowledge which can inform merchandising actions, stock movement and replenishment for their location.
• Ensure the store display represents the design intent for each garment with the support of the VM Manager.
• Daily stock accuracy and stock room management. Ensure the protection and use of stock is in the best interests of the business.
• Some locations will have the additional support of a stockroom controller.
• Lead the store recall process and monitor, question and be accountable for the accuracy of stock.
• Adapts easily to system changes and leads these in a positive manner to the store teams.
• Work alongside the Customer Care team and other operational functions to ensure policies and procedures are aligned to ensure the best customer experience is achieved.

33 days annual leave for full-time employees (25 days holiday + 8 bank holidays) ~ Pension Scheme ~ Group Life Insurance ~ Employee Assistance Programme (EAP) ~ Length of Service Award ~ Refer a Friend Scheme ~ Staff uniform for retail employees.