Store Manager, Old Bond Street

Store Manager, Old Bond Street

Store Manager, Old Bond Street

Apply locations Old Bond Street, London time type Full time posted on Posted 2 Days Ago job requisition id R3035

Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry.

Life at Stella McCartney:

At Stella McCartney we aim to attract people who want to make a difference in the world and who constantly push themselves to greater achievements. A Stella person is someone who is passionate about what they do, inspiring those around them and who drives for results. Working at Stella McCartney is a truly rewarding experience and we are committed to creating a supportive and inclusive environment in which all of our voices are heard.

Role Objective :

Based in our Old Bond Street Flagship, you will act as the Ambassador of the Stella McCartney Brand, inspiring and developing a diverse team to successfully reach quantitative and qualitative targets by providing a unique in-store experience to the clientele.

Owner and responsible for the achievement of the store target and the growth of the business, implement and maintain concrete actions in line with Brand strategy, ensuring operative functioning and correct management of product, visual merchandising and operations, and the management of personnel in line with the “Retail Excellence” program, company policies and procedures.

Interface with:

• Merchandising/Buying Dept.
• Marketing & Communication Dept.
• CRM/Clienteling Dept.
• Visual Merchandising Dept.
• Human Resources Dept.
• Retail Excellence, Training and Operations
• Customer Service Dept.
• F&A and Business Support

Business/Sales Performance:

Drive Sales Target Achievement:

• Drive the achievement of the annual sales targets/budget/forecast in accordance with the guidelines received by the company.
• Analyze and monitor store KPI’S on a daily, weekly and monthly basis to implement immediate and long-range action plans.
• Device and execute strategies for sales generation to meet monthly goals including Sales Consultant & Team incentives.
• KPIs: Store Sales Targets

Maximize the Business potential of the store:

• Guarantee financial results of the store through effective management and monitoring of margins, stock and personnel costs.
• Optimize the store contribution and monitor personnel costs keeping in line with the set budget/forecast and by developing the KPIs.
• KPIs: Store Contribution

Maximize sales by category:

• Push ongoing growth of the store’s turnover through regular feedback to the Buyers on merchandise, stock availability and sell through analysis.
• Update Sales Consultants on business, focusing on sell through.
• Monitor the team and ensure up selling and cross selling techniques are mastered.
• KPIs: Sell through, Sales qty, UPT/AVT

Team:

Motivate/retain staff:

• Lead and motivate all team members by being a role model and setting exceptional example to the team.
• Constantly monitor staff KPIs achievement and coaches each team member, defining specific improvement plan through \”one to one\” monthly meeting.
• Carry out the yearly appraisal for all team members, following the Company’s procedure and providing constructive and comprehensive feedback, as well setting individual objectives for development.
• KPIs: Staff Turnover, % Monthly One 2 One form, Annual Performance Appraisal /Internal Survey

Coach/train store staff:

• Responsible for the Brand and product knowledge of the team, ensure the efficacy of the Induction plan to the new staff and provide constant in-store training sessions to all the team.
• Understand training needs and liaise with the regional HRBP and Retail Trainer to develop ways to implement training needs.
• Coach and continuously monitor the execution of the Stella McCartney Client Experience to achieve the best quantitative and qualitative business results.
• Guarantee the team complying with Uniform and Grooming Standards.
• KPIs: N. of People Trained, Report on time spent on Retail Portal (TBD), Mystery Shopping, Store Visits

Build Team working:

• Guarantee an optimum relay of information within the store and an excellent and transparent ascending and descending communication flow.
• Conduct daily morning meeting to updates staff on business performance and initiatives.
• Take ongoing actions around Sales Consultants motivation (i.e. Store Contest) according to the sales and brand strategy and acting as their coach & mentor.
• KPIs: Internal surveys

Optimize Staff vs business need:

• Manage recruitment, ensuring the team profiles match accordingly to Stella McCartney people value and brand strategy.
• Evaluate and promote career development of the team in cooperation with the regional Retail Director/Manager and HRBP.
• Identifying performance issues, manage them with the involvement of the Retail Director/ Manager and the people & culture team to ensure Company obligations are always met to ensure a fair and consistent processed is followed.
• Co-ordinate Rota and overtime, ensuring the appropriate staff coverage in the store by providing sufficient time management (ex. holiday plan, maternity leave) limiting the use of agency staff.
• KPIs: Annual Performance Appraisal, Sales x FTE, % Personnel cost vs net revenue

CLIENTS/MARKET:

Know the competitors:

• Responsible for the development of the stores external relations within its competitive environment – marketing, merchandising, local activities etc.
• Proactively follow current luxury fashion trends, industry news, technology, and key competitors in the local market.
• KPIs: Feedback to Retail Manager, Feedback to Buying/Merchandising dept.

Build effective relationships with new/existing Clients:

• Develop and promote a loyal clientele through concrete initiatives leveraging all clienteling tools (client book, CRM) according to the sales and brand strategy.
• Act as the Ambassador for the brand within the market and build relationships with local and VIP clients.
• Work closely with the regional marketing team and coordinates events.
• Ensure all team members spend time contacting clients to build the relationship and drive traffic to the store.
• Liaise with the Clienteling and CRM department for in-store events, special launches and managing the operational tasks required prior, during and after the events/launch in store. The store manager takes ownership of in-store events at OBS.
• Responsible for creating the report of the events.
• Work with the store team to strategically increase the monthly appoint-ment and consignment rate agreed with the Store Manager.
• Consistently lead the team on best practice for executing a “once in a life time” experience and after sales experience, increase and retain customer loyalty and lead the client development from High Potential to VIC, from VIC to VVIC.
• Responsible for the store team accuracy in using POS, Clienteling App and other software as required, lead by example in securing a loyal database update.
• KPIs: Client Data Capture, Traffic, Conversion rate, Customer Retention, Appointment and consignment rate

Coach store staff on excellent client experience in alignment with company standards:

• Ensure the Stella McCartney clients are receiving unique experiences and satisfaction in line with Brand guidelines.
• Demonstrate sales leadership by having an active role on the selling floor through client engagement with all customers and ensuring the highest level of in Stella McCartney Customer Experience is provided and NPS goals are met, being the point of contact for any complaints/dissatisfactory experience received via NPS.
• Ensure client satisfaction resolving problems/complaints with optimal solutions and proactively liaise with the team or other relevant colleagues to identify and solve urgent issues.
• KPI’s: NPS, Store Visit Check List

STORE/OPERATIONS:

Guarantee in Store maintenance and image:

• Ensure that the image of the store and the people are executing at the highest standards at any time according to the Company guidelines.
• Guarantee the implementation of the visual merchandising guidelines in accordance with the VM Dept ensuring the correct installation, product display and in-store merchandising is executed.
• Guarantee maintenance of the store in line with budget requirements and the Store Planning Dept rules.
• Guarantee health, safety and security regulations are duly accomplished: ongoing control of store security and compliance with procedures Guarantee effective management of store housekeeping.
• KPI’s: Mystery Shopping/Store Visits

Ensure appropriate Store Procedures:

• Manage administration tasks and reporting.
• Guarantee store operations: stock delivery, replenishment, regular and year-end inventories, pricing and discount policy and any other legal requirements.
• Manage store operations in the most effective way whilst minimizing cost through headcount and operating costs including couriers, postage, alterations & and other outsourced work.
• KPI’s: OPEX Budget Reviews

Manage the Stock efficiently:

• Monitor stock optimization within the store and perfect flow of merchandising.
• Ensure a sense of urgency in the store for immediate reactivity to stock issues and seasonal returns.
• Guarantee effectiveness of returns, repairs and claims procedure.
• KPI’s: Annual stock takes

Your Talent:

• Previous experience in a similar role (minimum of 5 years), within a luxury brand.
• Fluent in English, other languages a bonus.
• A highly talented and creatively driven individual with a successful performance record and a demonstrated ability to deliver commercial results and retail excellence.
• Ability to quickly establish strong credibility with team members and external resources.
• A performance orientation and strategic mindset.
• The ability to, drive and desire to deliver outstanding results.
• Creative, with a strong touch for product.
• Confident strong leader, innovative with visionary business sense and style.
• A strong communicator with analytical and organisational skills.

Reward:

• Up to 50% discount on Stella McCartney products.
• Matched pension contribution up to 6%.
• Extensive private medical and critical illness insurance, as well as life assurance.
• Annual Health Screening.
• Annual Leave Shop where employees can buy or sell annual leave.
• Flexible working/core hours.
• Enhanced Maternity/paternity packages.
• Matched Give as You Earn charity scheme.
• Fitness membership (Classpass credits).
• Volunteer and Birthday leave.
• Health cash plan.
• Financial wellbeing program.
• Physical and Mental Wellbeing Support Services.
• Employee referral bonus.

Optional/ Paid Benefits:

Season ticket loan, cycle to work and tech schemes, travel and dental insurance and much more.

We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview.

At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.

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