Store Sales Manager in London

Patek Philippe is the last family-owned independent Genevan Watch Manufacturer. We are seeking to recruit a full-time position at our flagship boutique on New Bond Street, London.

As Sales Store Manager, you will build and maintain client relationships and ensure exceptional customer experiences. You will oversee all sales, reception, and security operations, ensuring the highest standards of service and strict compliance with company policies across sales, customer service (ICS), watch repairs, productivity, inventory management, and staff training. You will also provide senior-level support to the Managing Director, assisting with daily operations and ensuring the smooth and efficient running of the Salon.

Main Duties:

• Overall responsibility for the Sales and Reception teams.
• Lead, manage, and develop both teams, ensuring exceptional service standards and adherence to quality and budget objectives.
• Foster a positive and high-performing work environment, promoting team engagement, productivity, and quality of work.
• Manage team rotas to ensure appropriate staffing levels and operational efficiency.
• Maintain clear, proactive communication with the Managing Director, including timely escalation of operational issues, risks, and staff matters impacting performance or customer experience.
• Ensure full compliance with company processes, policies, and protocols.
• Oversee team training to support continuous development and operational excellence.
• Act as the primary escalation point for customer enquiries across phone, email, and in-store interactions.
• Participate in regular management meetings to ensure alignment and consistent leadership coverage.
• Prepare and present reports on budgets, performance, quality, and productivity to the Managing Director and Headquarters as required.
• Compile relevant data for allocation meetings.
• Oversee period-end and annual stock takes and audits.
• Represent the business at customer events and exhibitions.

Criteria:

• University degree in Business, Engineering, MBA or other relevant qualification.
• Demonstrable experience in sales and customer service, including a minimum of five years in a comparable management role; experience within the watch and/or jewellery sector is highly desirable.
• Proven ability to develop strong technical product knowledge and documentation, with confidence in recommending appropriate service and repair solutions.
• Exceptional customer service capabilities, with a strong track record in effectively managing and resolving complaints.
• Excellent interpersonal and communication skills, with fluency in written and spoken English; additional languages are advantageous.
• Strong organisational and analytical skills, with the ability to perform effectively in a fast-paced, high-pressure environment while meeting deadlines and targets; self-motivated and collaborative in approach.
• Proficient in SAP and Microsoft Office applications (Word, Excel, Outlook).
• Knowledge of Patek Philippe products is desirable.
• Valid passport required, with no travel restrictions.

Competitive salary + benefits. Please send your CV, covering letter and salary expectations. Due to the volume of applications received, only those selected for interviews will be contacted.

The company carries out DBS, reference and work permit checks during the pre-employment process. Please note that we do not accept unsolicited CV's from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.