Concession Manager - Harrods

Richemont; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player in luxury goods seeks a driven retail manager to lead its new concession at Harrods. This role offers a unique opportunity to shape the customer experience in a high-profile retail environment, focusing on sales maximization and operational excellence. You will be at the forefront of delivering exceptional service, managing a dedicated team, and fostering client relationships. If you have a passion for luxury and a commitment to excellence, this is your chance to thrive in a creative and dynamic setting.

Qualifications

• Significant retail management experience in luxury retail environments.
• Well-rounded background in delivering exceptional customer service.

Responsibilities

• Maximize sales opportunities and manage operating costs.
• Ensure superb customer service in accordance with brand codes.

Skills

Retail Management

Customer Service

Sales Analysis

Commercial Awareness

Interpersonal Skills

Leadership

Education

Experience in Luxury Retail

Background in Retailing

Job description

Relevant, masculine and British. Since 1893, Alfred Dunhill has been engineering unique and stylish luxuries for men. We seek people who have commitment and drive with a strong commercial focus, and will thrive in a creative environment that encourages innovative thinking.

Throughout a storied history, dunhill has defined itself as a trusted destination for masculine luxury and refined taste. Today, with a sharply renewed focus on craftsmanship, fine materials, and English elegance, the House presents our client with the very best across all luxury categories.

Harrods marks an exciting opportunity for dunhill to move into one of the world's most prestigious, desirable and high-profile retail environments. Our Retail concession will be located within the luxury menswear department on the 2nd floor. The product range within the Harrods concession will be specifically curated to appeal to the discerning clientele who frequent the store, with a focus on apex pieces and the use of luxurious fabrics.

This move is integral to our ongoing strategy of strengthening our presence in London, building on the success of our Flagship store Bourdon House, the recent opening in Selfridges and in advance of the forthcoming openings in Dubai and New Bond Street. A rare opportunity to be part of the team that opens this exciting new space and contribute to the ongoing success of dunhill in London. We seek client-centric people who have commitment and drive with a strong commercial focus and will thrive in a creative environment that encourages innovative thinking.

HOW WILL YOU MAKE AN IMPACT?

Your role is to maximize all sales opportunities and manage operating costs to drive profitability at the Dunhill concession within Harrods. You will ensure the retail environment delivers superb, industry-leading customer service in accordance with the brand codes, providing an effortless and smooth daily operation across all services.

Sales, KPIs & Business Acumen:

• Being commercially aware and responsible for sales trends
• Developing business initiatives with a forward-thinking approach to ensure sales targets are maintained and maximized in line with overall commercial objectives
• Achieve store sales and KPIs targets set by the General Manager
• Drive productivity across the concession by analyzing conversion rates, UPT, ATV, and customer data to identify deficiencies and opportunities
• Develop relationships with Harrods personal shopper team to create new sales opportunities
• Utilize the available marketing materials (CRM) to maximize brand loyalty in order to drive sales
• Accelerate client recruitment through ROI-driven acquisition strategy with an individual action plan

Customer Service:

• Deliver a strong client experience and client satisfaction, measured through NPS and CSAT
• Responsible for execution of the Dunhill experience
• Lead by example; ensuring the team uses the Maison's voice at all times
• Set standards that exceed the benchmark for customer service within luxury retail
• Handle client complaints efficiently to the highest standard and in accordance with store policies
• Ensure the team is fully conversant with the history of Dunhill
• Engage the team through strong leadership, setting objectives and ensuring everyone is fully aware of their roles and responsibilities
• Ensure effective recruitment and selection to achieve the highest level of staff
• Foster collaboration and maintain trust through fair and consistent management of the team
• Identify and resolve employee issues professionally
• Develop and train team members' skills and knowledge to improve performance

Operations:

• Ensure operational efficiency within both front and back of house, adapting when needed
• Adherence to all retail operational and security procedures, as well as Harrods operating and security protocols
• Maintain up-to-date knowledge of all products and technical information
• Ensure the store's health, safety, maintenance, and visual standards
• Cascade company communication to all members of the store team
• Manage stock control and operational procedures in the store and keep shrinkage levels below target

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Well-rounded background in retailing luxury goods and delivering exceptional customer service
• Significant retail management experience within a luxury retail environment
• Experience of working in a high-end department store environment
• Commercial awareness of the luxury market
• Experience of dealing with high-profile clients from different cultures and backgrounds
• Confident working in target/sales-driven environments; analyzing reports and converting analysis into tangible action plans
• A strong understanding of luxury products including leather, menswear, writing instruments, and jewelry
• Understanding of all pricing mechanisms
• Numeracy skills, with attention to detail
• A strong leader with a professional and amiable attitude
• Excellent interpersonal and stakeholder management skills
• Self-motivated, calm under pressure, self-organized, capable, assertive, and determined to succeed
• An active interest in luxury lifestyle

WHAT MAKES OUR GROUP DIFFERENT?

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.

• We value freedom, collegiality, loyalty, and solidarity
• We foster empathy, curiosity, courage, humility, and integrity
• We care for the world we live in

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

• Initial screening call with Richemont Talent Team