Associate Manager (Key Holder)

Position: Associate Manager / Key Holder (24 hours per week)

Location: TUMI Westfield Store, Ariel Way, Shepherds Bush, London, W12 7SL

Availability: June/July 2026

Duties and Responsibilities

• Acts as the leading force on the sales floor.
• Demonstrate product knowledge and manage the operations of the store.
• Run the store independently during non-peak times.
• Provide a positive customer experience as directed in the TUMI Selling Ceremony.
• Motivate sales team to demonstrate The Difference.
• Develop new client relationships and interact with existing clients to increase sales.
• Attain monthly, quarterly sales and SPH goals.
• Build strong partnerships with co‑workers and store management.
• Encourage a training and development culture with the store team.
• Ensure training roadmap is completed by the team.

Essential Duties and Responsibilities include the following:

• Assist store management with training all associates on the TUMI Difference and TUMI Elite Moments.
• Meet or exceed 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 emphasis on great product knowledge, welcome, and positive client interaction.
• Maintain an outstanding level of productivity, ensure downtime is used for training, coach, follow up and give feedback.

Communication

• Report and communicate information concerning personnel, merchandise and operations on a regular basis to the Store Manager.
• Business aware, ability to communicate store goals, challenges, and solution minded.
• Contribute to trade feedback, know your client, purchasing trends.
• Actively participate in staff meetings for the purpose of discussing steps of the sale, policy implementation or changes, merchandise, etc.
• Report merchandise status, best sellers, slow sellers, deficiencies, buying trends, etc. to the store manager on a regular basis.
• Diffuse customer service concerns and defer escalated issues to the store or assistant manager.

Merchandising

• Participate in the merchandising of the store to acquire the skills necessary to work independently.
• Ability to adapt Visual Merchandising Guidelines, make smart decisions with implementation, to positively impact the business.
• Meet deadline for Window and interior changes.
• Merchandise store as directed to a high standard and can direct team accordingly.
• Implement correct usage of interior signage.
• Ensure that all stock is well maintained and in good condition.
• Able to demonstrate and train team to recover and maintain Visual Merchandising standards.

Human Resources

• Assist in the orientation and training of new associates.
• Assist management with coordinating the daily activities of sales associates.
• Support company philosophies and the management of staff.
• Motivate team through regular feedback.
• Present a professional well-groomed appearance in accordance with established dress code.
• Dutiful in maintaining meals and break schedules.
• High level of attendance and punctuality.

Operations

• Open and close the store in the absence of the manager and assistant manager.
• Maintain appropriate records and receipts for all products sold.
• Ensure cash registers and money intake balance daily.
• All paperwork is checked and signed.
• Ensure name capture is attempted at every transaction.
• Ensure price changes are ticketed accurately and in a timely fashion.
• Notify manager of damages and partner with manager for proper return to the warehouse.
• Process shipments within 24 hours.
• Maintain proper housekeeping standards.
• Maintain a secure and hazard free environment, adhere to all H&S policy.
• Able to carry out Health and Safety procedures, and ensure team adhere 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 as directed.
• Coordinate and seek assistance from the Store Manager and Assistant Manager in closing a sale or suggesting a special order, in-store home delivery or Safer pay.
• Clienteling and Data Capture, to build ongoing relationship with clients.
• Explain TUMI’s After Sales Service philosophy and Warranty.
• Build and maintain client relationship through the TUMI App by Proximity.
• Promptly and efficiently process all basic sales transactions through the register or X-store on iPad.
• Team training culture in store daily, TUMI University, and The Coach.
• Achieve set goals for UPT through cross selling.
• Maintain an awareness of the competitive environment.

Loss Prevention

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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.