Department Manager, Home

Selfridges; Greater London; Hybrid; GBP 36,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

Generous annual leave

Company discounts

Pension scheme

Bonus/commission

Job summary

Selfridges in London is seeking a Department Manager who will drive customer satisfaction, sales and team performance. You will lead a team, deliver exceptional service, and collaborate with the Divisional Manager and other Department Managers to achieve store targets.

You will coach staff, manage performance, and focus on clientelling, KPI delivery and acting on commercial opportunities across the department. A customer-centric, coaching mindset is essential.

Responsibilities

• Deliver an extraordinary customer experience while meeting sales, service and profit targets
• Coach and develop team with regular feedback, reviews and performance management
• Manage department KPIs and clientelling targets, including My Yellow Book and appointments
• Collaborate with Divisional Manager and cross-functional stakeholders to drive business results
• Identify opportunities and risks from customer data, market trends and stock information to support commercial decisions

Job description

Role Responsibility

As a Department Manager you will be the driving force behind your business, customer and team results. You will deliver an extraordinary customer experience whist meeting sales, service and profit targets. Facilitating teamwork, providing guidance and nurturing your team is at the heart of what you do, driving them to succeed, develop and grow.

Reporting to the Divisional Manager for your area of the store and working collaboratively as a team alongside several other Department Managers, the relationships you build with the stakeholders across the business will be critical to the success of your team and your department.

As Department Manager, you will focus upon four key areas:

Customer

• Drive service excellence, including consistency in net promoter scores and improvement across all other key service drivers, including service satisfaction, approach, and product knowledge.
• Build a strong clientelling mindset within the team, setting clear KPI targets to drive up customer frequency, number of customers on "My Yellow Book" and the number of established customer and successful appointments.
• Demonstrate and develop your own understanding of your customer profile vs the competitor and use this information to drive elevate the customer service / product offer.

People

• Coach and develop team on a regular basis, spending quality time with them, and providing clear and timely feedback which both recognises strong performance and addresses areas of improvement
• Analyse team performance using team member metrics – including "Spotlight" (customer feedback) and other key performance metrics
• Manage key people statistics for the department: conduct timely return to works, probation and performance reviews, investigation and disciplinary hearings and exit interviews
• Be accountable for your People; responsible for the implementation of the team member lifecycle, including recruitment, talent mgmt and team member experience at all times
• Drive the performance of the team to exceed expectations through agreeing and communicating standards and giving regular feedback and support around team performance with regular reviews in line with Selfridges P&D cycle
• Create the extraordinary for our teams with recognising and rewarding team member performance in line with our company values and behaviours framework

Commercial

• Drive your "own-bought" business and strategy, regularly identifying opportunities & risks by reviewing customer data, market trends and stock information, and collaborating with key stakeholders to action relevant commercial decisions.
• Support the success of concession business by working collaboratively with the "Concessions Partnerships" team to identify growth opportunities
• Floor walk with Visual Merchandising and Buying and Merchandising to manage and maintain best sellers and stock risks and follow up on agreed actions.
• Embed a culture within your department and division that supports the "Prep / Perfect / Perform" model (London specific)
• Ensure that you put the customer at the heart of what we do, optimising the clienteling tool to help retain and develop loyalty via clienteling.

About The Company

Rewards and benefits

Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary.

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working
• Generous annual leave that increases with length of service
• Up to five paid volunteering days - from beach cleans to co-ordinating food and clothing donations
• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies
• Defined pension contribution scheme
• Generous bonus and/or commission scheme
• Enviable team member discount including sale previews and double discount days
• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment
• Subsidised gym memberships
• A sustainable car salary sacrifice scheme (subject to eligibility criteria)
• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members
• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance
• Access to a wide range of training programmes to help your career development

Read on to find out how you can play your part in Reinventing Retail…

Everyone is welcome

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome - irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.

To ensure every feels welcome, we offer support at every stage of the application and interview process. Should you need it, please let your recruitment contact know and they will be more than happy to help.

Our awards cabinet

We’re not ones to brag, but since you asked…Selfridges has won the award for The World's Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a 'Best 25 Big Company to Work For 2020' as awarded by The Sunday Times.

Selfridges