Concession Manager - Harrods in London

This role is based in Harrods, full time (40 hours) and to start in the next few weeks.

WHO WE ARE: We have been Making Childhood Memories since 1990, with products, services and experiences that are safe, happy, and filled with sunshine. Family really is at the heart of everything we do.

CUSTOMER We keep our customers, big and small, at the heart of our business. We take pride in our Trotters Touch customer journey and believe that “Great Service is Good Business.” We bring our product expertise to life on the shop floor and ensure it sparkles for every customer, every time.

TEAM We see true value in growth and development. We embrace uniqueness, play to each other’s strengths, and thrive as a high-performing team, always sharing knowledge and passion for our products and services.

COMMERCIAL We know an opportunity when we see it. We are empowered, creative, and proactive in our pursuit of commercial excellence, always thinking ahead and driving success through smart, customer-focused decisions.

OPERATIONS We strive for operational excellence across all touchpoints. We drive efficiency, create seamless processes, and ensure everything behind the scenes works perfectly to support our teams and customers.

THE ROLE Our Concession Managers are the ambassadors and guardians of our brand within a host store environment, leveraging our four pillars of retail excellence to lead our Concessions with entrepreneurial flair and commercial brilliance. As a Concession Manager at Trotters, you will nurture our business and drive it forward. You will ensure the achievement of KPI’s through genuine customer connection, maximising sales opportunities, and instilling excellence in your team. You will enhance sales and service by fostering an environment of passion for the brand, equipping your team with in-depth knowledge of our collections across all our customer touchpoints.

MAIN RESPONSIBILITIES

• Leverage our 4 pillars of retail excellence to drive achievement of your Concessions performance budgets and KPI’s.
• Create excellent team participation, contribution & engagement, implementing effective incentives to inspire them to achieve excellence.
• Ensure the team are expertly delivering best practice with enthusiasm and consistency.
• Facilitate team-member learning and knowledge share - ensure detailed and up-to-date knowledge of Merchandising, replenishment and housekeeping best-practice to ensure the highest standards of presentation for all aspects of your Location.
• Role-model and coach team on comprehensive product knowledge - particularly current season and iconic products, alongside specialised services such as shoe-fitting and Hairdressing.
• Foster a dynamic sales environment, and coach team members in delivering a natural approach to sales - cascading your strong understanding of local market, customer profiles and shopping behaviour to your team to maximise sales and increase customer loyalty.
• Ensure teams effectively capture customer data at POS and understand how this transforms customer relationship management, reporting regularly on customer insights.
• Showcase fantastic commerciality through precise knowledge and insightful analysis of location product and figures; develop commercial actions and hold regular management meetings to ensure delivery against budgets, review risks and opportunities to influence positive action.
• Identify and execute marketing opportunities within brand guidelines and drive success of all promotions, ensuring team involvement across all promotional activities.
• Ensure continuous personal and team training & development, utilising cascaded resources to keep up to date with current business focuses.
• Train & support team members at all levels on a pro-active and re-active basis, identifying areas for improvement; manage and document all performance matters, feeding back to the Regional Manager.
• Proactively identify, anticipate, and resolve recruitment needs in partnership with the Regional Manager, underpinned by a high level of team understanding, effective succession planning and ongoing networking. Effectively manage onboarding of new starters.
• Ensure team adherence to store administration, systems, and processes within company guidelines, drawing on excellent organisation skills and a competent knowledge and understanding of company business systems such as Quinyx and Eurostop.
• Protect the assets of the Business by ensuring the location meets the required Company standard and legal compliance in Health & Safety, Maintenance and Loss Prevention. Sample regularly and take any corrective action.

TOOLS OF THE TRADE

• Experience managing retail teams, preferably within the premium space.
• A natural and empathetic leader, well versed in coaching and developing team members.
• Excellent commerciality, able to implement and drive initiatives to achieve outstanding outcomes.
• Demonstrable retail sales expertise, able to influence customer behaviour through elevated service, VM and excellent product knowledge and brand awareness, imparting this on your team.
• Strong numerical capability - handy for reporting purposes as well as confidently walking customers through pricing, percentages, and promos.

OUR VALUES

• We Think Customer First: We ensure that our customers, and the children we design for, are our very top priority.
• We Respect, Support and Build Trust - With our Team and Customers: We respect and support all our team members, wherever they work, and whatever their role.
• We Grow and Learn Together: We are all brand ambassadors, and we learn and grow together.
• We Embrace Creativity: Across our digital stories and our magical stores, we show creative spirit.
• We Show Expertise and Pride in All That We Do: We are specialists and we are proud of what we do.

Trotters is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer.