Concession Store Manager

Missoma Ltd; London; On-site; GBP 35,000 - 60,000; Full time

Job summary

A leading company in luxury retail is looking for a Store Manager to enhance the customer experience and lead a dynamic team. You will drive sales, manage team performance, and ensure operational excellence at Selfridges. Ideal candidates should have a strong retail background and a passion for creating exceptional customer interactions.

Qualifications

• 5+ years management experience within luxury retail or high-volume customer-facing role.
• Proven track record of effective selling skills and ability to drive commercial outcomes.
• Strong communication skills and history of leading a team.

Responsibilities

• Nurture and develop a culture of exceptional customer experience.
• Drive sales through identifying and implementing opportunities.
• Ensure new staff complete their induction programme.

Skills

Communication

Problem Solving

Commercial Acumen

Visual Merchandising

Tools

Microsoft Office

Job description

We are looking for a Store Manager who embodies the Missoma experience and has the drive and experience to nurture the team to achieve business goals. Through passionate and focused leadership, you will create a culture within your team that is authentic and collaborative, centred around customer interaction and delivering a one-of-a-kind customer experience.

Key Responsibilities

Customer Service and Shopfloor:

• Nurture and develop a culture of exceptional customer experience from the moment customers enter the store through to point of purchase. Through team development and observation and being a Missoma brand ambassador leading by example.
• Build brand loyalty through our “Customer in store VIP programme” , CRM loyalty programme and engaging with the your local community.
• Understand the core values and culture of Missoma and reflect these in everything you do.
• Drive sales in store through Identifying and implementing out of box opportunities to exceed customer expectations. Whilst demonstrating commercial acumen and providing inspiring leadership to your team.
• Consistently achieve monthly and quarterly set KPI’s to achieve business goals. Whilst also ensuring your team are fully versed in the stores KPI’s and what is needed to be achieved.
• Deal with customer complaints effectively and efficiently, referring to senior management where necessary.
• Create a seamless interaction between our customers and the instore technology.

Visual Merchandising

• Ensure all VM directives from HQ are implemented within the Selfridges London, within the time frame set to the VM standards and the commercial objectives of the store.
• Ensure the shop floor reflects the brand and concept standards at all times and in doing so is consistently maintained by the entirety of the team.

Team Management:

• Ensure that all new members of staff complete their 30, 60, 90 day Induction programme and are adequately trained on all things Missoma to the required standard.
• Drive team development, through completing of “Half-Year Check-In” review process in both April and October. As well as conducting regular product, customer service, data capture and any other training programs as required, utilising company training materials.
• Ensure all team members understand the expectations of their role and are adhering to Missoma company policies and procedures at all times.
• Address and deal with issues with team members, such as punctuality, dress code and performance seeking advice and support from the People & Culture Manager where needed.
• Run all in store recruitment processes, in conjunction with your management team utilising the People & Talent team where needed.

Operations:

• Work with Missoma HQ to ensure all stock management polices and procedures are adhered to through leading stock takes, managing deliveries, stock control, audits and cycle counts.
• Analyse store performance and put forward and implement actions required to achieve business objectives.
• Facilitate effective communication with peers, colleagues and Missoma HQ teams.
• Complete store rotas on time and within budget. In addition to this check the Liberty rotas are completed on time, within budget and have enough cover each month.
• Work with the Senior Commercial Finance Manager to ensure that all payroll files are accurate and completed on time.
• Maintain all instore files and reporting records, for stock management, personnel and all other instore activities.

Selfridges:

• Foster effective and positive working relationships with team members and managers from all brands surrounding your concession.
• Convey relevant business information for Missoma and Selfridges to your line manager and relevant HQ teams. Such as but not limited to; promotional calendars, store opening hours, floor management changes and updates and any updates to Selfridges policy and procedures.
• Ensure all brand and Selfridges store systems and operational procedures are followed accurately.

Competencies and Experience

• 5+ years management experience within a luxury retail environment or high-volume customer facing role.
• Proven track record of effective selling skills and ability to drive commercial outcomes
• History of successfully leading and coaching a team, creating an inclusive and collaborative working environment
• Strong communication, problem-solving, commercial acumen and visual merchandising skills
• Knowledge of the Demi Fine/Jewellery space (is a plus but not a must)
• Computer literacy encompassing strong familiarity with Microsoft Office suite
• Sales-driven, results motivated and goal-oriented
• Can consistently elevate the customer experience by being; proactive, approachable, positive and engaging.
• A positive “can do” attitude
• A passion for Missoma as a brand and our products, as well as an understanding of the Missoma mission and aesthetic.