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For Companies At a Glance
- Tasks: Lead a team to deliver exceptional customer service and drive sales growth.
- Company: Join Moss, a values-driven retail brand focused on customer experience.
- Benefits: Competitive salary, performance incentives, and career development opportunities.
- Why this job: Be part of a dynamic team that celebrates spirit and fosters personal growth.
- Qualifications: Retail management experience and a passion for customer service.
- Other info: Fixed-term role with potential for career progression in a supportive environment.
The predicted salary is between 30000 - 42000 £ per year.
Reports to: Store Manager
Location: Tunbridge Wells
Hours: Full-Time, 39 hours
Contract: FTC - Maternity Cover
Role Purpose
As a Deputy Manager, you are the guardian of Moss’s Keystone Habit - Exceptional Customer Service. You deliver results through the Moss Way, which combines:
- Spirit - the emotional energy we hire for and nurture.
- Moss Moments - the meaningful connections we create with customers.
- Moss Confidence - the expertise and assurance we bring through service.
All of this is underpinned by our Values and brought to life through our Behaviours – Think Customer, Care Passionately, Act Authentically, Adapt Boldly. By living the Moss Way every day, you ensure outstanding customer experiences, strong commercial performance, and an engaged, motivated team.
What it takes to lead with Moss Spirit
Spirit is the emotional energy that powers Moss. We hire for it, grow it, and celebrate it. Values are our compass, guiding decisions and actions. Behaviours are how Spirit and Values come alive:
- Think Customer - See every decision through the customer’s eyes, balancing service and commercial impact.
- Care Passionately - Bring energy, pride, and positivity; recognise and celebrate great service.
- Act Authentically - Lead with integrity, openness, and fairness; build trust through consistency.
- Adapt Boldly - Respond with confidence to change; support your Store Manager to lead the team through challenges and opportunities.
Together, Spirit, Values, and Behaviours create the Moss Way in action.
Key Responsibilities
- Sales & Revenue: Assist the Store Manager in delivering sales and profit growth across formalwear and casualwear by using data, insights, and commercial opportunities to optimise performance.
- Commercial KPIs: Contribute to the achievement of ATV, UPT, and conversion through visible floor leadership, supporting team coaching, and service excellence.
- Customer Experience: Ensure every customer experiences the Moss Way, with Spirit, Moss Moments, and Moss Confidence evident in every interaction.
- Team Development & Succession: Support the recruitment, onboarding and development of the team; fostering a positive team culture, inspiring confidence, supporting career progression, and helping to build a strong pipeline of future Moss leaders.
- Operational Excellence: Maintain high standards in compliance, stock accuracy, loss prevention, and visual merchandising standards to maximise efficiency, minimise shrinkage, and protect the brand. Support the Store Manager with workforce planning.
- Change & Adaptability: Embrace and support leading the store through change, ensuring adoption of new initiatives while maintaining standards and performance.
Measures of Success
- Sales, profit, and KPI targets achieved (ATV, UPT, conversion).
- Consistently high NPS, customer satisfaction, and mystery shop results.
- Recognition as a commercial Deputy Manager who lives Moss Spirit and drives the Keystone Habit.
- Strong compliance and operational audit outcomes.
- High levels of team engagement, retention, and internal promotion.
- Smooth adoption of change initiatives, delivered on time and with impact.
What You’ll Need to Succeed
- A leader who embodies Moss Spirit - authentic, passionate, caring, and confident and delivers results through people.
- A customer-first, commercially sharp mindset, inspiring others to deliver results.
- Experience in leading and supporting retail teams to achieve commercial targets.
- Strong commercial acumen, able to interpret data and make impactful decisions.
- Visible, hands-on leadership – thriving on the shop floor and leading by example.
Experience Needed
- Proven retail management/supervisory experience with a strong focus on delivering sales growth and commercial results.
- Confidence to coach and develop team members at different career stages.
- Confidence using digital tools to manage performance data, operations, and communication.
- Understanding of workforce planning.
- Shows a passion to learn about product, styling and commercial priorities, with a curiosity for both formalwear and casualwear trends.
- Resilience and agility, in a fast-paced retail environment with changing priorities.
What We Offer
- Competitive salary and performance-based incentive plan.
- Opportunities for career progression and personal development.
- A values-led culture where Moss Spirit is celebrated, and performance is recognised and rewarded.
- A comprehensive rewards and benefits programme.
At Moss, we hire for Spirit, train for skills, and reward for contribution. If you’re ready to lead with Moss Spirit, this is your chance to be exceptional, creating experiences that matter for your team, your customers, and yourself.
If you would like to know more about Moss, our People and Culture search #LifeatMoss or #TailoryourCareer on LinkedIn.
Additional information: This is a Fixed-term role, maternity cover, up to 12 months.
Deputy Manager - FTC in Royal Tunbridge Wells employer: Moss Bros Group
Contact Detail:
Moss Bros Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Deputy Manager - FTC in Royal Tunbridge Wells
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they embody the Moss Spirit. This will help you connect with the values they cherish during your chat.
✨Tip Number 2
Practice your customer service scenarios! Think about how you would handle different situations on the shop floor. Show them you can deliver those Moss Moments and keep that customer-first mindset front and centre.
✨Tip Number 3
Be ready to share examples of how you've led a team in the past. They want to see your hands-on leadership style in action, so think of times when you inspired your team or adapted to change like a pro.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Moss family and living the Moss Way.
We think you need these skills to ace Deputy Manager - FTC in Royal Tunbridge Wells
Some tips for your application 🫡
Show Your Spirit: When writing your application, let your passion shine through! We want to see how you embody the Moss Spirit and how you can bring that energy to our team. Share specific examples of how you've delivered exceptional customer service in the past.
Think Customer First: Make sure to highlight your customer-first mindset in your application. Use language that reflects how you see every decision through the customer's eyes and how you've balanced service with commercial impact in previous roles.
Be Authentic: Authenticity is key! Be yourself in your application and share your genuine experiences. We appreciate openness and honesty, so don’t hesitate to talk about your leadership style and how you build trust within a team.
Embrace Change: Show us how you adapt boldly to change! In your written application, mention any experiences where you've successfully led a team through challenges or new initiatives. This will demonstrate your resilience and agility in a fast-paced environment.
How to prepare for a job interview at Moss Bros Group
✨Embrace the Moss Spirit
Before your interview, take some time to understand what Moss Spirit means. Think about how you can demonstrate authenticity, passion, and care during your conversation. Share examples from your past experiences where you've embodied these qualities.
✨Know Your Numbers
Familiarise yourself with key commercial metrics like ATV, UPT, and conversion rates. Be prepared to discuss how you've used data in previous roles to drive sales and improve customer experiences. This shows that you have a commercially sharp mindset.
✨Showcase Your Leadership Style
Think about your leadership approach and how it aligns with the Moss Way. Prepare to share specific instances where you've led a team through challenges or changes, highlighting your hands-on leadership style and ability to inspire others.
✨Prepare for Customer-Centric Scenarios
Anticipate questions related to customer service and experience. Be ready to discuss how you would ensure every customer has a 'Moss Moment' and how you balance service with commercial impact. Use real-life examples to illustrate your customer-first mindset.
