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- Tasks: Lead service excellence and boost sales in Footasylum stores.
- Company: Footasylum is a vibrant streetwear retailer focused on exceptional customer experiences.
- Benefits: Enjoy a dynamic work environment with hands-on coaching and growth opportunities.
- Why this job: Join a culture that values youth trends and customer engagement while making a real impact.
- Qualifications: Experience in fast-paced retail, strong analytical skills, and a passion for streetwear are essential.
- Other info: This role requires presence at the Greater Manchester Head Office; hybrid working available.
The predicted salary is between 36000 - 60000 £ per year.
Description
At Footasylum, we’re obsessed with giving our customers the best experience on the high street. The Retail Excellence Manager will be the driving force behind delivering exceptional service and turning every store visit into a sale.
You’ll set the standard for how we connect with customers, train our teams to sell with confidence, and make sure every store is smashing its service and conversion goals.
Experience with service-first, experiential retailers is highly valued, as these environments demand the perfect blend of brand storytelling, customer engagement, and commercial focus.
Key Responsibilities
Service Excellence
- Define and roll out Footasylum’s service standards across all stores, ensuring every customer gets a best-in-class experience.
- Partner with Area and Store Managers to embed service behaviours that reflect our streetwear culture and brand identity.
- Carry out service audits and in-store observations to spot opportunities and coach on the spot.
- Lead service training and refreshers for retail teams, keeping delivery authentic and relevant to our customers.
- Monitor customer feedback, reviews, and satisfaction scores to create targeted improvement plans.
Conversion & Sales Performance
- Analyse store KPIs (conversion, ATV, UPT, and footfall) to identify performance gaps.
- Work with merchandising and retail operations to remove barriers to selling – whether that’s stock flow, product presentation, or staff deployment.
- Lead conversion uplift projects for underperforming stores and track the results.
- Coach teams on effective selling skills inspired by premium retail techniques, from active listening to upselling and cross-selling in a way that feels natural.
- Share best practice from top-performing stores and draw on high-touch service models
Coaching & Capability
- Oversee a retail excellence team whose aim is to deliver industry leading service
- Be a visible presence in the field, supporting Store and Assistant Managers with hands-on coaching.
- Develop conversion champions within stores to keep momentum going between visits.
Collaboration
- Work with Retail Operations to ensure service and selling are built into daily store routines.
- Partner with HR/L&D to keep training content fresh, interactive, and reflective of the Footasylum customer.
KPIs & Measures of Success
- Conversion rate growth across stores.
- Improvement in average transaction value and units per transaction.
- Increase in customer satisfaction and positive feedback.
- Reduction in performance gaps between top and bottom quartile stores.
- Service audit pass rates.
About You
- Experience working with some of the highstreets best, fast paced, customer centric environments where sales and service quality are paramount to creating great customer experiences.
- Strong analytical skills to interpret performance data and take decisive action.
- A confident coach with the ability to inspire and influence at all levels.
- Experience delivering measurable improvements in service, conversion, and customer loyalty.
- A natural connection with youth culture, streetwear trends, and the Footasylum customermindset.
Diversity
We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are building products and services. We know that this will help us build useful and accessible things which our customers will love. This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences and backgrounds.
Recruitment Process
We’ll help make the interview process as transparent and stress-free as possible.
We review applications individually, and if we feel you would be a good fit, we’ll invite you for a call or Teams video for an informal chat about the role and to see if we’re a good fit for you.
We value open and honest conversations and collaboration, allowing you to learn about our work in an informal and friendly environment. We want to know about you and why you feel this is your opportunity.
Please note this is not a remote role, and we expect that you will be able to attend Head Office in a hybrid way in Greater Manchester.
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Retail Excellence Manager employer: Merry Hill Group
Contact Detail:
Merry Hill Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retail Excellence Manager
✨Tip Number 1
Familiarise yourself with Footasylum's brand and culture. Understanding their streetwear ethos and customer engagement strategies will help you connect better during interviews and demonstrate your alignment with their values.
✨Tip Number 2
Prepare to discuss your experience in service-first retail environments. Be ready to share specific examples of how you've improved customer experiences and sales performance in previous roles, as this will showcase your suitability for the Retail Excellence Manager position.
✨Tip Number 3
Brush up on your analytical skills. Since the role involves analysing KPIs and identifying performance gaps, being able to discuss how you've used data to drive decisions in past positions will set you apart from other candidates.
✨Tip Number 4
Showcase your coaching abilities. Prepare to talk about how you've successfully trained and inspired teams in the past, as this is a key aspect of the role. Highlight any specific training programmes you've developed or led.
We think you need these skills to ace Retail Excellence Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills for the Retail Excellence Manager position. Tailor your application to highlight your relevant experience in service excellence and retail performance.
Showcase Relevant Experience: In your CV and cover letter, emphasise your experience in fast-paced, customer-centric environments. Provide specific examples of how you've improved service standards or sales performance in previous roles.
Highlight Analytical Skills: Demonstrate your strong analytical skills by mentioning any experience you have with interpreting performance data. Discuss how you've used this data to drive improvements in service and conversion rates.
Express Your Passion for Streetwear Culture: Make sure to convey your connection with youth culture and streetwear trends in your application. This will show that you understand Footasylum's brand identity and can relate to their customer mindset.
How to prepare for a job interview at Merry Hill Group
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for delivering exceptional customer service. Share specific examples from your past experiences where you went above and beyond to enhance customer satisfaction, as this aligns perfectly with the role's focus on service excellence.
✨Demonstrate Analytical Skills
Prepare to discuss how you've used data to drive performance improvements in previous roles. Be ready to explain how you analyse KPIs and what actions you took based on your findings, as this is crucial for identifying performance gaps and enhancing conversion rates.
✨Emphasise Coaching Experience
Highlight your experience in coaching and developing teams. Provide examples of how you've inspired others to improve their selling skills or service behaviours, as the role requires a confident coach who can influence at all levels.
✨Connect with Youth Culture
Since Footasylum is deeply rooted in streetwear culture, be prepared to discuss your connection to youth trends and how they influence customer engagement. Show that you understand the brand's identity and can relate to its target audience.
