Concession Manager - Harrods

TN United Kingdom; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player in luxury retail seeks a dynamic individual to lead sales efforts at a prestigious location. This role involves maximizing sales opportunities, ensuring exceptional customer service, and managing a high-performing team. The ideal candidate will bring significant experience in luxury retail, a strong understanding of high-end products, and the ability to analyze sales data to drive profitability. Join a company that values diversity, sustainability, and a commitment to excellence, where your leadership can make a significant impact in a vibrant retail environment.

Qualifications

• Significant retail management experience in luxury environments.
• Strong understanding of luxury products and pricing mechanisms.

Responsibilities

• Maximize sales opportunities and manage operating costs effectively.
• Deliver industry-leading customer service and ensure operational efficiency.

Skills

Luxury Retail Experience

Customer Service Excellence

Sales Analysis

Leadership Skills

Interpersonal Skills

Commercial Awareness

Numeracy Skills

Job description

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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:

• Be commercially aware and responsive to sales trends
• Develop business initiatives with a forward-thinking approach to maintain and maximize sales targets in line with overall commercial objectives
• Achieve store sales and KPIs targets set by the General Manager
• Drive productivity 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 marketing materials (CRM) to maximize brand loyalty and drive sales
• Accelerate client recruitment through ROI-driven acquisition strategies with individual action plans

Customer Service:

• Deliver a strong client experience and satisfaction, measured through NPS and CSAT
• Responsible for executing the Dunhill experience
• Lead by example; ensuring the team uses the Maison's voice at all times
• Set standards that exceed luxury retail customer service benchmarks
• Handle client complaints efficiently and according to store policies
• Ensure the team is fully knowledgeable about the history of Dunhill

People Management & Leadership:

• Engage the team through strong leadership, setting objectives, and clarifying roles and responsibilities
• Ensure effective recruitment and selection to achieve high staff standards
• Foster collaboration and trust through fair management
• Resolve employee issues professionally
• Develop and train team members to improve performance

Operations:

• Ensure operational efficiency in front and back of house, adapting as needed
• Adhere to retail operational, security, and Harrods protocols
• Maintain up-to-date product and technical knowledge
• Ensure store health, safety, maintenance, and visual standards
• Communicate company updates to the team
• Manage stock control and keep shrinkage below target

How will you experience success with us?

• Background in luxury retail and delivering exceptional customer service
• Significant retail management experience in luxury retail environments
• Experience working in high-end department stores
• Commercial awareness of the luxury market
• Experience dealing with high-profile clients from diverse backgrounds
• Ability to work in target-driven environments, analyzing reports and translating data into action
• Strong understanding of luxury products like leather goods, menswear, writing instruments, and jewelry
• Knowledge of pricing mechanisms
• Numeracy skills with attention to detail
• Strong leadership with a professional and friendly attitude
• Excellent interpersonal and stakeholder management skills
• Self-motivated, calm under pressure, organized, assertive, and determined
• Active interest in luxury lifestyle

What makes our group different?

Our true power lies in our diversity of arts, cultures, and human skills, fostering untapped potential. We value freedom, loyalty, and solidarity, and promote empathy, curiosity, courage, humility, and integrity. We also care for the world we live in.

• We value diversity and foster a supportive environment
• We promote core values of empathy, curiosity, courage, humility, and integrity
• We are committed to sustainability and social responsibility

Your journey with us:

We aim to provide a valuable recruitment process, exposing you to key decision-makers and influencers:

• Initial screening call with Richemont Talent Team
• Interview with the Hiring Manager
• Interview with the HR Manager

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