Department Manager

GO Outdoors LTD; Gateshead; On-site; GBP 32,000 - 42,000; Full time

Job summary

GO Outdoors LTD in Gateshead is looking for a Store Manager to lead and develop a high-performing team, delivering outstanding customer service and store standards.

You will coach colleagues, drive sales, monitor KPIs, manage day-to-day operations, and ensure a safe, compliant store environment. This role offers growth opportunities and a chance to contribute to local community initiatives in the heart of the North East.

Qualifications

• Experience leading and developing retail store teams.
• Proven ability to deliver excellent customer service.
• Strong communication and influencing skills.
• Ability to manage budgets and store targets.
• Knowledge of local market trends and community engagement.

Responsibilities

• Lead, coach and develop a high-performing store team.
• Deliver exceptional customer experiences.
• Support store manager in opening/closing and daily operations.
• Manage tills and cash handling.
• Support hiring, onboarding and training.
• Maintain store safety and compliance.
• Monitor stock accuracy and conduct audits.
• Drive sales and manage budgets.
• Provide feedback to improve performance.
• Plan staffing to ensure coverage.

Skills

Coaching & mentoring

Team leadership

Customer service

Retail KPI experience

Communication skills

Planning & scheduling

Decision making

Job description

This is GO Outdoors. Made for Exploring. Built for Everyone. At GO Outdoors, our purpose is simple: to inspire and equip everyone for life outdoors. From hikers to cyclists, cold-water dippers to weekend campers, we believe the outdoors should be for all - and we’re here to make it accessible with trusted kit and unbeatable value. We’re passionate, practical, and people focused. Our values - welcoming, responsible, authentic, and innovative - guide everything we do as we help the nation discover the joy of being out there. If you’re driven to empower every kind of adventurer and make the outdoors accessible to all, you’ll feel right at home with us. This is your moment. This is GO Outdoors. Are you in?

Role overview

Create a positive and engaging environment for colleagues and customers through the effective leadership and management of your department or defined business area. Support, coach and develop store colleagues to deliver service which has customers at the heart, through exceptional store standards and highly engaged colleagues.

Responsibilities

• Support the Store Manager in leading, coaching and developing a high-performing, engaged team.
• Deliver exceptional customer experiences that encourage customer loyalty and repeat visits.
• Develop store teams through internal development programme to support future talent and career pathways to help us grow our business.
• Help maintain a safe and compliant store environment for colleagues and customers.
• Contribute to delivering financial results in line with or exceeding company targets.
• Support other retail management duties where required.
• Act as the point of contact for colleagues in the manager’s absence.
• Provide excellent customer service, addressing inquiries and resolving complaints professionally.
• Help manage day-to-day operations, including opening and closing procedures.
• Support cash management tasks, such as processing transactions and reconciling tills.
• Participate in hiring, onboarding, and training new employees.
• Provide feedback and coaching to colleagues to improve performance.
• Support the Store Manager in maintaining colleague schedules to ensure proper coverage and productivity.

Role objectives and KPI’s

• Contribute to achieving or exceeding the store’s monthly sales target.
• Drive all additional KPIs including but not limited to Units, Conversion, ATV, UPT.
• Achieve upselling or cross-selling targets.
• Maintain a high customer metric score.
• Ensure stock accuracy during store Audits.
• Ensure all new colleagues complete mandatory training required.
• Ensure colleague engagement survey results meet or exceed company benchmarks.
• Assist in keeping operational costs within the allocated budget.

Skills and Experience

• Great coaching, mentoring and team building skills that drives team performance.
• Strong communicator with the ability to engage, support and influence colleagues effectively.
• Experience leading, coaching and developing colleagues within a retail or customer-focused environment.
• Experience of effectively prioritising and delegating workload to achieve team goals and objectives.
• Experience supporting business growth through customer engagement, local activity or community initiatives.
• Commitment to delivering excellent customer service and customer experiences.
• Be able to demonstrate the ability to improve store performance & standards through effective planning.
• Strong understanding of retail KPIs and commercial performance measures.
• Knowledge of local market trends, competitor activity and the ability to identify local community growth opportunities.
• Leads with a plan/do/review mindset.
• Effective decision-maker with the ability to assess information and make informed decisions.
• Communicates in a way that inspires and engages.
• Demonstrates a commitment to continuous learning and improvement.
• Resilient and positive attitude even under pressure.
• Demonstrates accountability and ownership of responsibilities.
• Demonstrates company values and behaviours in day-to-day activities.
• Committed to supporting colleague development and progression.
• Committed to two-way, clear, and honest feedback.
• Builds positive working relationships with colleagues, customers and stakeholders.