Key Holder (associate Manager) in London

Location: TUMI, 128-130, Regent St., London W1B 5SE

Availability: Immediately

Position: Key Holder/Associate Manager (40 hours per week)

Duties and Responsibilities

• Acts as the leading force on the sales floor.
• Demonstrate product knowledge, manage store operations, run the store independently during non‑peak times, provide a positive customer experience as directed in the TUMI Selling Ceremony, motivate sales team, develop client relationships, attain sales goals, build partnerships, encourage training culture, and ensure training roadmap completion.

Sales

• Assist store management with training all associates on the TUMI Difference and TUMI Elite Moments.
• Meet or exceed store per hour (SPH) goal.
• Convey the importance of the TUMI Customer Experience through the TUMI Selling Ceremony.
• Build client relationships through data capture and outreach with the Proximity clienteling app.
• Contribute to the attainment of sales goals and KPIs.
• Demonstrate excellent customer service through product knowledge, welcome, and positive client interaction.
• Maintain an outstanding level of productivity, ensuring downtime is used for training, coaching, follow‑up, and feedback.

Communication

• Report and communicate information concerning personnel, merchandise and operations to the Store Manager.
• Be business‑aware, able to communicate store goals, challenges, and solution‑minded.
• Contribute to trade feedback, know your client, and purchasing trends.
• Actively participate in staff meetings for discussion of sale steps, policy implementation or changes, merchandise, etc., and encourage exchange of information and ideas.
• Report merchandise status, best sellers, slow sellers, deficiencies, buying trends, to the store manager regularly.
• Diffuse customer service concerns and defer escalated issues to the store or assistant manager.

Merchandising

• Participate in merchandising to acquire skills for independent work.
• Adapt VM Guidelines, make smart decisions with implementation to positively impact business.
• Meet deadlines for window and interior changes.
• Merchandise store to a high standard and direct the team accordingly.
• Implement correct usage of interior signage.
• Ensure all stock is well maintained and in good condition.
• Demonstrate and train team to recover and maintain VM standards.

Human Resources

• Assist in orientation and training of new associates.
• Assist management with coordinating daily activities of sales associates.
• Support company philosophies and staff management.
• Motivate team through regular feedback.
• Present a professional, well‑groomed appearance per dress code.
• Maintain meals and break schedules.
• Maintain high level of attendance and punctuality.

Operations

• Open and close the store in absence of manager and assistant manager.
• Maintain appropriate records and receipts for all products sold; ensure cash registers and money intake balance daily; all paperwork checked and signed.
• Attempt name capture at every transaction.
• Ensure price changes are ticketed accurately and promptly.
• Notify manager of damages and partner for proper return to warehouse.
• Process shipments within 24 hours.
• Maintain housekeeping standards.
• Maintain secure and hazard‑free environment, adhere to all H&S policy.
• Carry out health and safety procedures and ensure team adheres to all H&S guidelines.

CUSTOMER SERVICE

• Exemplify the TUMI Difference and TUMI Elite Moments.
• Demonstrate behaviours exemplified in the Selling Ceremony.
• Ensure TUMI University training roadmap is followed and completed.
• Coordinate with Store Manager and Assistant Manager in closing a sale or suggesting a special order, in‑store home delivery, or Safer Pay.
• Client lease and data capture to build ongoing relationships.
• Explain TUMI’s after‑sales service philosophy and warranty.
• Build and maintain client relationships through the TUMI App by Proximity.
• Process all basic sales transactions promptly via register or X‑store on iPad.
• Maintain team training culture daily: TUMI University and The Coach.
• Achieve set UPT goals through cross‑selling.
• Maintain awareness of competitive environment.

Loss Prevention

• Maintain inventory on sales floor by replacing sold merchandise with stockroom items.
• Give feedback on low stock or out of stock to support Min/Max change.
• Participate in weekly cycle counts.
• Ensure items are checked for correct price by scanning correct barcode through till during sales.
• Ensure items properly checked in, ticketed, placed on selling floor or stockroom within 24 hours.
• Report shoplifters or in‑house theft via guidelines/incident report.
• Control shrinkage through loss prevention awareness and good customer service.
• Assist in organization and implementation of inventory on seasonal or as needed basis.

Skills Required

• Previous experience in retail.
• Excellent people skills.
• Team player and motivator.
• Target driven.
• Brand sensibility.
• Good command of English.
• Flexibility.
• Productive during downtime.
• Ability to work under pressure.
• Ability to withstand constant standing, bending, frequent lifting of luggage up to 15kg per item (adherence to manual lifting procedure).
• Computer literate.