Floor Manager - London

Golden Goose; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Golden Goose in London is seeking a Floor Manager to lead the customer experience and support the store management in achieving sales goals. The role focuses on delivering outstanding service, coaching the team, and monitoring KPI performance.

You will actively participate in the sales process, provide detailed product information, and implement up-selling and cross-selling strategies while ensuring GDPR compliance and brand standards across all store operations.

Qualifications

• Minimum experience in retail, in a role with customer interaction.
• Fluent English; additional languages are a plus.
• Excellent communication and active listening skills.
• Strong customer service ethos and problem-solving ability.
• Ability to lead a team and work toward common goals.
• Effective time management and task prioritisation.

Responsibilities

• Lead customer experience and guide sales strategies to meet targets.
• Support store management in daily operations and KPI monitoring.
• Train and motivate staff; ensure GDPR and health standards.
• Provide product information and upsell/cross-sell opportunities.
• Engage customers and foster brand ambassador activities.
• Maintain store presentation and adherence to brand image.
• Utilize digital tools (Golden App, CRM) for customer insights.
• Drive omni-channel sales in a fast-paced environment.

Skills

Retail experience

Customer service

Team leadership

Communication

Problem solving

Time management

Tools

Golden App

Salesforce

Xstore

Stealth

Job description

DESCRIPTION

We are looking for a passionate talent to build our customer experience.

The position will report directly to the Store Manager.

MISSION

The Floor Manager supports the management team in organizing, planning, and implementing strategies to achieve sales goals. They provide excellent customer service by assisting customers, addressing questions, and resolving any issues. The Floor Manager also helps monitor sales performance and assists with team training when needed.

Essential duties and responsibilities

Collaborate closely with the Management to achieve sales objectives by implementing sales strategies and monitoring main sales KPI's

Support the Management in guiding the team in order to achieve commercial targets, granting customer satisfaction and the respect of the qualitative standard

Actively participate in the sales process and in customer interaction by providing detailed product information, suggesting complementary items, and implementing up-selling and cross-selling strategies

Support the team in providing customer insight about pricing and timing of all store services available

Enhance customer satisfaction and ensure strong customer relationships are built, through constant follow up with the team, by listening customer feedback, and building personalized customer experiences

Build relationships with our community and act as a Brand Ambassador and as an example for the team by engaging in customer interactions

Ensure a high level of customer satisfaction, driving database development, and ensuring that customers are properly registered on the Golden App for effective customer segmentation and profiling

Drive Omni channel sales in a fast-paced environment by utilizing all available tools and technology

Ensure that the team proactively manage clienteling activities in coordination with CRM department

Acting as a brand ambassador, convey the brand’s vision and heritage to colleagues and clients, representing its values and shares with the team helpful insight about iconic products/elements

Actively contribute to the overall store presentation, maintaining appropriate visual display and store standards, and ensuring that products are showcased accordingly with the brand's image and standards to boost sales

Is always prepared on training manual on all GG collections and categories and is able to train the team

Support and inspire the new staff throughout the onboarding experience

Assist the Management in overseeing and supervising daily store operations, including opening and closing procedures, security measures, returns, cash handling operations and maintaining compliance with GDPR and health & safety standards

Adopt IT and digital commercial tools and systems (Golden App, Sales Force, Xstore, Stealth) and make sure the staff is well trained and aware.

Key requirements

Fluency in English. Additional language knowledge will be considered as a plus, reflecting our commitment to a diverse and inclusive workforce.

Sales background: previous experience preferably in retail sector in similar role

Strong communication skills, with the ability to listen actively and engage thoughtfully

A problem solver who can identify issues, evaluate solutions, and make informed decisions

A team player who values collaboration and can work towards common goals

Effective time management, prioritizing tasks efficiently

Location: London

Please be informed that if your profile aligns with the role's requirements, Golden Goose may rely on one of our recruiting partners to reach out to you. For details on how we process your personal data, please refer to our Privacy Policy: https://iaagmj.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/GG/pages/20039 Should you need any futher information, please feel free to get in touch [e-mail].

We are an equal opportunity employer and passionately believe that our strength lies in people youniqueness We encourage applications from individuals of all backgrounds, experiences and perspectives.Because people are at the heart of everything we do.