Concessions Manager

JR United Kingdom; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player in luxury travel is seeking a Concessions Manager to lead their operations at a premier retail emporium. This role involves driving performance, enhancing customer experiences, and managing a dedicated team. The ideal candidate will have a strong background in luxury retail, proven leadership skills, and a passion for delivering exceptional service. Join a brand with rich heritage and be part of a dynamic team focused on excellence and innovation in the luxury sector.

Qualifications

• Strong understanding of luxury retail and sales experience is essential.
• Previous managerial experience within luxury fashion is required.

Responsibilities

• Manage relationships with internal and external partners to enhance service.
• Achieve sales targets while ensuring high customer satisfaction.

Skills

Luxury Retail Knowledge

Sales Generation

Leadership Skills

Customer Relationship Management

Communication Skills

Job description

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Synonymous with great British design and heritage, Globe-Trotter is a luxury travel lifestyle brand producing handcrafted luggage and leather collections. Established in 1897 and celebrating its 125th anniversary in 2022, Globe-Trotter creates some of the most beautiful and durable luggage in the world. The business has been backed by Private Equity since 2020.

Globe-Trotter operates globally, trading in over 80 countries, with strong brand recognition in Japan, Europe, and the USA, and expanding presence in the GCC, China, and Southeast Asia.

We are seeking a Concessions Manager at Harrods, the world's leading luxury retail emporium, to drive concessions' performance and profitability while providing excellent customer service.

Key Duties and Responsibilities

1. Represent the Globe-Trotter brand proactively, managing relationships with internal and external partners.
2. Contribute to developing a bespoke luxury service experience and introduce new commercial ideas to enhance the overall service.
3. Ensure high customer satisfaction by delivering outstanding service and exceeding expectations.
4. Create customer loyalty through personalized advice and building strong relationships.
5. Achieve sales targets and control costs effectively.
6. Monitor sales data and take actions to meet KPI targets.
7. Optimize store layouts to maximize sales, customer satisfaction, and store appearance.
8. Manage the store's merchandising plan, reviewing, monitoring, and executing seasonal and monthly strategies.
9. Coordinate store events and promotional activities with head office functions like Press and Marketing.
10. Plan staff rotas, manage holiday scheduling, and provide cover for other stores when needed.
11. Motivate and lead the team to surpass sales goals.
12. Participate in departmental store meetings as applicable.
13. Maintain the condition of all store equipment, fixtures, and fabrics.
14. Stay informed about competitors across all retail channels.
15. Perform any other duties relevant to the Boutique Manager role.

Communication

1. Conduct daily and weekly briefings to communicate key performance metrics and initiatives.
2. Prepare and share weekly and monthly trade reports highlighting successes, concerns, and solutions.
3. Maintain comprehensive product knowledge and update the team on new items.
4. Handle customer issues confidently and resolve complaints to uphold the brand's reputation.
5. Ensure the team delivers an exceptional shopping experience through ongoing coaching and feedback.

Team Development

1. Conduct regular appraisals and performance reviews.
2. Ensure adherence to grooming standards at all times.
3. Manage health and safety, security, and emergency procedures in line with company policies and legal requirements.
4. Oversee recruitment, selection, and performance management of sales associates and customer service staff.
5. Implement and monitor in-store training initiatives, addressing knowledge gaps.
6. Handle employee relations issues collaboratively with HR.
7. Lead by example, serving as a role model for the team.
8. Prioritize personal development and seek opportunities for growth.

Requirements of the Role

• Strong understanding of luxury retail and sales experience is essential.
• Previous managerial experience within luxury fashion is required.
• Excellent communication and relationship-building skills.
• Proven leadership of a capable and experienced team.
• Experience in sales generation and achieving sales targets.
• Flexibility to work non-traditional hours, including days, nights, weekends, and holidays.