Store Manager

Missoma, founded in 2007 by Marisa Hordern, was born from the need for fashion-forward jewellery that was both long-lasting and affordable. Now globally recognised for demi-fine and solid gold pieces, we design every piece in-house at our London studio, crafting them by hand and shipping worldwide.

Authentic…We stay true to ourselves, valuing open feedback, honest conversations, and conscious sustainability while prioritising our community and the planet.

Collaborative…We thrive together, valuing every voice, fostering inclusivity, and blending fun with creativity to drive innovation.

Entrepreneurial…At Missoma, we think big, act boldly, and constantly strive to improve with passion, determination, and a ‘can-do’ attitude.

We are looking for a Store Manager to join our Monmouth Street Store who embodies the Missoma experience and has the drive and experience to nurture the team to achieve business goals. Through passionate and focused leadership, you will create a culture within your team that is authentic and collaborative, centred around customer interaction and delivering a one-of-a-kind customer experience.

Key Responsibilities

Customer Service and Shopfloor:

• Nurture and develop a culture of exceptional customer experience from the moment customers enter the store through to point of purchase. Through team development and observation and being a Missoma brand ambassador leading by example.
• Build brand loyalty through our “Customer in store VIP programme”, CRM loyalty programme and engaging with your local community.
• Understand the core values and culture of Missoma and reflect these in everything you do.
• Drive sales in store through identifying and implementing out of box opportunities to exceed customer expectations. Whilst demonstrating commercial acumen and providing inspiring leadership to your team.
• Consistently achieve monthly and quarterly set KPI’s to achieve business goals. Ensure your team are fully versed in the stores KPI’s and what is needed to be achieved.
• Deal with customer complaints effectively and efficiently, referring to senior management where necessary.
• Create a seamless interaction between our customers and the instore technology.

Visual Merchandising:

• Ensure all VM directives from HQ are implemented within the store within the time frame set to the VM standards and the commercial objectives of the store.
• Ensure the shop floor reflects the brand and concept standards at all times and is consistently maintained by the entirety of the team.

Team Management:

• Ensure that all new members of staff complete their 30, 60, 90 day Induction programme and are adequately trained on all things Missoma to the required standard.
• Drive team development through completing the “Half-Year Check-In” review process in both April and October. Conduct regular product, customer service, data capture and any other training programs as required, utilising company training materials.
• Ensure all team members understand the expectations of their role and adhere to Missoma company policies and procedures at all times.
• Address and deal with issues with team members, such as punctuality, dress code and performance seeking advice and support from the People & Culture Manager where needed.
• Run all in store recruitment processes, in conjunction with the Assistant Manager utilising the People & Talent team where needed.

Operations:

• Work with Missoma HQ to ensure all stock management policies and procedures are adhered to through leading stock takes, managing deliveries, stock control, audits and cycle counts.
• Analyse store performance and implement actions required to achieve business objectives.
• Facilitate effective communication with peers, colleagues and Missoma HQ teams.
• Complete store rotas on time and within budget. Ensure that Liberty rotas are completed on time, within budget and have enough cover each month.
• Work with the Senior Commercial Finance Manager to ensure that all payroll files are accurate and completed on time.
• Maintain all instore files and reporting records, for stock management, personnel and all other instore activities.

Competencies and Experience

• 5+ years management experience within a luxury retail environment or high-volume customer facing role.
• Proven track record of effective selling skills and ability to drive commercial outcomes.
• History of successfully leading and coaching a team, creating an inclusive and collaborative working environment.
• Strong communication, problem-solving, commercial acumen and visual merchandising skills.
• Knowledge of the Demi Fine/Jewellery space (is a plus but not a must).
• Computer literacy encompassing strong familiarity with Microsoft Office suite.
• Sales-driven, results motivated and goal-oriented.
• Can consistently elevate the customer experience by being proactive, approachable, positive and engaging.
• A positive “can do” attitude.
• A passion for Missoma as a brand and our products, as well as an understanding of the Missoma mission and aesthetic.

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