Floor Manager (37.5 Hours Per Week) - Selfridges Bullring, Birmingham

ALLSAINTS; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading fashion retailer in Birmingham is looking for a passionate Floor Manager to lead a team in delivering top-tier customer service. This position requires an individual who loves fashion and is motivated to exceed sales targets while ensuring a remarkable shopping experience both in-store and online. Key responsibilities include team coaching, managing store operations, and creating an engaging sales environment. Ideal candidates should have proven leadership skills and a deep understanding of customer needs.

Qualifications

• Passion for fashion and understanding of customer wants.
• Ability to lead and inspire a team towards high targets.
• Experience in managing customer service inquiries across various channels.

Responsibilities

• Manage and motivate team members to ensure exceptional customer experience.
• Oversee daily operations and team performance to meet KPIs.
• Create and implement effective floor plans and schedules.

Skills

Fashion knowledge

Leadership

Customer service

Commercial awareness

Team motivation

Job description

THE ALLSAINTS TEAM

At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.

We’re a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.

We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

THE ROLE

As a floor manager, you’re responsible for supporting the brand leader and store manager in managing and motivating your team to deliver an exceptional brand experience to our customers.

We see your store as the centre of a community of AllSaints fans and customers in your surrounding area, who might shop with us in store, online or via a partnership. As a floor manager, you’ll support the brand leader and store team in delivering amazing in‑store and online service. Your role will also provide knowledge, leadership and support to stylist team members responding to first‑line customer enquiries via our online customer service system.

The role will involve great organisation, resilience, enthusiasm and determination to ensure that the in‑store customer experience is consistently excellent and the store represents the AllSaints brand in the most exciting way possible.

Leadership of the team of stylists will be a key part of how you spend your time, coaching and supporting team members with the motivation to succeed and deliver sales targets, as well as exceptional service that makes our customers feel amazing.

WHAT WILL I BE DOING?

• The majority of your day will be spent on our busy shop floor trading with our stylist teams and ensuring that all processes are running smoothly, as well as ensuring that customers receive the best experience in store.
• You will oversee and provide leadership and support to stylist team members with first‑line customer queries, emails, chats, and calls across multiple topics relating to product and customer orders via our online customer service system.
• You will work in partnership with our specialist customer experience team leaders to manage team KPIs and SLAs for online customer support.
• You’ll be an expert ambassador for our product, with the knowledge to inspire both our in‑store and online customers and your team.
• Commercially driven, you will work with pace ensuring that our product is showcased well at all times, ensuring guidelines are followed and that the best‑selling products are prominently displayed to our customers so they get the best brand experience and feel amazing when they visit our store.
• You will be accountable for the day‑to‑day operations of the store, and team deployment will be at the forefront of your daily routine. Whilst developing your business acumen, you will ensure things run seamlessly and your stylists are getting the support and coaching that they need.
• Work in conjunction with the management team to enable the store to exceed its targets and KPIs.
• Proactively manage people matters such as return‑to‑work interviews, liaising with people and culture on specific issues which may require you to undertake investigations, performance/attendance management and reviews.
• Create and implement floor plans and rotas independently, setting the store up for success for the day.

WHAT SKILLS DO I NEED?

• You love fashion! We need you to be an irresistible ambassador for AllSaints and a believer in the power of an amazing new outfit.
• Tenacity and belief to succeed – you aim high, setting challenging targets and deadlines for your team to work toward. You have the winning mentality that your team aspire to.
• You know your store inside and out. An active user of all reporting technologies; you know what your customers want and how to deliver on their expectations – it’s your passion and it shows!
• Natural affinity in learning new systems and processes in a digital environment.
• Honest, trustworthy and dependable – you live by our brand values.
• A protector of the brand. A mentality to care for your customers, profit and product, as well as your teams and customer's health and safety. You are dedicated and committed to the success of the brand.
• A confident and hardworking leader – your team love to work with you and for you and demonstrate these behaviours even in your absence.