Store Manager

Job Title: Store Manager

Reporting to: Head of Retail

Location: Battersea, London

Contract Type: Full time, 37.5 hours per week

About Us:

ME+EM is one of the UK’s fastest-growing luxury fashion brands. As a direct-to- consumer business we operate in a truly omnichannel way, with an extremely successful online store, monthly mailings and stores in London, Edinburgh and concessions in Harrods and Selfridges. Our exciting growth continues in spring 2024 with the opening of our first US stores.

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. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.

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. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone’s hard work is rewarded. 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.

About the Role:

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.

Responsibilities:

Leadership

• 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.
• Ensure a professional tone is used when using company email addresses.
• Coordinate and monitor the activities of the team.
• Lead by example, creating a professional, fair and inclusive working environment.
• Ensure the protection of confidential information to build trust. Create a culture of coaching and feedback.

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 meet with the Head of Retail for the final stage of the recruitment process.
• Carryout 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.
• Carryout regular feedback meetings: 3-month probation reviews, annual appraisals and performance meetings, seeking support from the Senior People Advisor if there is 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. Delegate tasks in an appropriate manner and follow up their execution.
• Follow company procedures to report any maintenance issues in store promptly.

Customer:

• Be confident in building organic and long-lasting relationships with customers.
• Carryout personal styling sessions with confidence.
• Be aware of the importance of CRM and explain this to the team.
• Promote where possible the omni channel experience.
• 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.

Product:

• 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.

System:

• 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.
• Understand Elucid and continually strive to develop the system and suggest improvements to IT and operations.

Employee Benefits:

• 33 days annual leave for full time employees (25 days holiday + 8 bank holidays)
• A day off to celebrate your birthday.
• Pension Scheme Group Life Insurance Employee Assistance Programme (EAP)
• Length of Service Award
• Refer a Friend Scheme Staff uniform for retail employees
• Generous Staff and Friends and Family Discount
• Annual Volunteer Day
• Cycle to Work Scheme
• Tech Scheme
• Eye Care Vouchers
• Real Living Wage Employer
• Employee led committees
• Social events and biannual parties
• Enhanced maternity and paternity package after 2 years of service.

ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities’ employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.

Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.

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