Store Manager (Multi-Site) - Bridal Retailer in London

• Salary
• £40,000 - £50,000 per annum + performance-related bonus
• Hours

Full-time, 40 hours per week, working a flexible shift pattern including weekends, Bank Holidays, occasional evenings, promotional events and peak trading periods.

Location

Multi-site role across London stores. Regular travel between locations required.

Role Overview

The Store Manager is responsible for the overall performance, leadership and operational management of multiple bridal stores across London.

Reporting directly to the Directors, you will drive sales growth, ensure exceptional customer experiences, develop and manage high-performing teams and maintain the highest standards across all locations.

This role requires a commercially minded and customer-focused leader who can effectively manage multiple sites, ensuring consistency in service, operational excellence and brand standards.

You will oversee all aspects of store performance, team development, customer satisfaction, supplier relationships and business operations, whilst acting as a key ambassador for the brand.

You will be responsible for leading and developing teams, driving sales performance, managing keyholder and security responsibilities, overseeing escalated customer complaints and ensuring that all operational procedures are delivered to the highest standard.

The Store Manager will also manage relationships with third‑party alterations providers, ensuring they consistently deliver exceptional workmanship, customer service and reliability that reflects the company's brand values.

As a multi-site leader, you will regularly travel between London store locations to provide hands‑on support, coaching and operational oversight.

You will ensure consistency in customer experience, visual presentation, service standards and commercial performance across all stores.

Due to the nature of bridal retail, the role requires flexibility and a willingness to work a varied shift pattern, including weekends, Bank Holidays, late appointments, promotional events and peak trading periods.

The Store Manager is expected to maintain a visible leadership presence during the busiest customer‑facing hours and adapt working patterns to meet the operational needs of the business.

The role is full‑time, based on a 40‑hour working week, with flexibility required to support multiple locations and business demands.

Key Responsibilities

• Lead, inspire, and develop teams across multiple London locations.
• Recruit, train, coach and retain high‑performing Sales Consultants and Office Manager.
• Conduct regular performance reviews, one‑to‑one meetings and development planning.
• Promote a positive, customer‑focused culture aligned with company values.
• Ensure consistent performance, service standards and operational excellence across all stores.
• Manage staffing levels, rotas, holiday planning and resource allocation across locations.
• Communicate business objectives, updates and initiatives from the Directors to all teams.
• Lead by example and foster a culture of accountability, teamwork and exceptional customer care.
• Drive sales growth and profitability across all stores.
• Monitor and analyse KPIs including conversion rates, appointment performance, average order value and customer satisfaction.
• Identify opportunities to increase revenue through bridal accessories and additional services.
• Develop and implement strategies to achieve and exceed sales targets.
• Produce regular performance reports and recommendations for the Directors.
• Maintain strong commercial awareness of market trends and competitor activity.
• Customer Experience & Complaint Resolution
• Ensure every bride receives an exceptional and memorable experience throughout her bridal journey.
• Maintain consistently high customer service standards across all locations.
• Take ownership of escalated customer complaints and resolve issues professionally, empathetically and efficiently.
• Investigate complaints thoroughly, gathering all relevant information before making decisions.
• Work collaboratively with customers, suppliers, and team members to achieve positive resolutions.
• Escalate significant financial, legal, or reputational matters to the Directors when necessary.
• Monitor customer feedback and implement continuous improvement initiatives to enhance the customer experience.
• Follow up on complaint resolutions where appropriate to ensure customer satisfaction.
• Store Operations
• Oversee the day‑to‑day operation of all store locations.
• Ensure visual merchandising and brand presentation standards are consistently maintained.
• Monitor stock levels, inventory accuracy, deliveries and order management.
• Ensure appointments, consultations, fittings and collections operate efficiently.
• Maintain accurate records and operational reporting.
• Ensure compliance with company policies, procedures and health and safety requirements.
• Implement best practices and operational improvements across all locations.
• Manage relationships with third‑party alterations providers across all locations.
• Ensure alterations partners consistently deliver exceptional workmanship, professionalism and customer service.
• Monitor supplier performance, service levels, turnaround times and customer satisfaction.
• Coordinate alterations schedules, fittings and completion timelines to support brides' wedding dates.
• Act as the primary point of contact for alterations‑related escalations and service concerns.
• Resolve issues promptly and effectively while maintaining positive supplier relationships.
• Review supplier performance regularly and provide recommendations to the Directors.
• Identify opportunities to improve the alterations process and overall customer journey.
• Keyholder & Security Responsibilities
• Hold responsibility for the security of all assigned store locations.
• Ensure opening and closing procedures are adhered to at all times.
• Conduct and oversee opening and closing checks, including alarms, locks and security systems.
• Manage cash handling, banking preparation, till reconciliation and financial controls.
• Ensure stock, equipment, confidential information and company assets are protected.
• Act as the senior operational decision‑maker on‑site when required.
• Respond appropriately to emergencies, security incidents and health and safety concerns.
• Maintain a safe, secure, and customer‑ready environment across all stores.

Skills & Experience

• Proven retail management experience, ideally within bridal, fashion, luxury, or premium retail.
• Experience managing multiple stores or locations.
• Strong leadership and people management skills.
• Proven ability to drive sales performance and exceed business targets.
• Exceptional customer service and relationship management skills.
• Experience handling escalated customer complaints and complex service issues.
• Strong organisational, analytical and problem‑solving abilities.
• Experience managing supplier and third‑party service relationships.
• Experience with stock management, cash handling and retail operations.
• Confident in managing multiple priorities across various locations.
• Full UK driving license desirable.
• Key Behaviours
• Inspirational leader and role model.
• Highly customer‑focused.
• Commercially driven and results‑oriented.
• Professional, approachable, and resilient.
• Strong attention to detail.
• Organised and proactive.
• Trustworthy, accountable, and decisive.
• Flexible and adaptable in a fast‑paced retail environment.
• Success Measures
• Achievement of sales and profitability targets across all stores.
• High customer satisfaction levels and positive customer reviews.
• Team engagement, development and retention.
• Consistent operational standards across all locations.
• Successful management of alterations and supplier partnerships.
• Compliance with company procedures, financial controls and health and safety standards.
• Effective complaint resolution and customer recovery outcomes.
• Growth and overall performance of the London store portfolio.
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