Retail General Manager

Whittard of Chelsea; Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Up to 50% discount on products

Monthly product allowance

Discretionary bonus scheme

Tailored development support

Wellbeing resources and family-friendly practices

Job summary

Whittard of Chelsea is seeking an experienced Retail General Manager for their flagship store in London, a position that combines leadership and operational excellence. This role involves managing a high-performance team, driving performance through KPIs, and ensuring a premium customer experience.

Candidates should have over 3 years of management experience in a fast-paced retail environment, strong commercial acumen, and a passion for coaching team members. At Whittard, we offer generous discounts, tailored development support, and a collaborative working ethos.

Qualifications

• 3+ years in store or general management roles within premium, high-footfall retail.
• Inspiring leadership style that promotes team engagement.
• Confident in managing P&L and adapting store strategy.

Responsibilities

• Lead the team on the shop floor and ensure exceptional customer experiences.
• Own store performance, making commercial decisions based on KPIs.
• Ensure operational excellence across health & safety, merchandising, and stock control.

Skills

Proven Experience in store or general management

Hands-On Leadership

Commercial Acumen

Operational Excellence

Coaching Mindset

Job description

At Whittard of Chelsea, we’ve been delighting customers with exceptional tea, coffee, and hot chocolate experiences since 1886. Our stores are more than just retail spaces— they’re destinations of discovery, hospitality, and passion. Now, we're looking for an experienced Retail General Manager to lead our flagship store in London – a multi-million-pound turnover site serving thousands of customers each week.

This is no ordinary Store Manager job. It’s a dual site opportunity to lead at the top-setting the tone for excellence in a premium, customer-first environment where exploration is part of everyday life.

You'll be:

• Customer-Facing Every Day – Leading from the front. You’ll be on the shop floor, greeting guests, coaching staff live, and ensuring every experience is exceptional.
• Leading a High-Performance Team – Managing a large, diverse retail team, including two direct reports (Sales & Service Manager and Operations Manager), and overseeing team development, succession planning, and performance management.
• Owning Store Performance – You’ll take full P&L responsibility, using KPIs, footfall trends, and customer feedback to make agile, commercially savvy decisions that drive sales and profit.
• Operationally Sharp – From visual merchandising to stock control, cash management to compliance—you'll make sure everything runs like clockwork. You’ll also lead on health & safety, ensuring the store remains a safe, welcoming environment.
• Community-Focused & Brand-Driven – You’ll be a local ambassador for the Whittard brand, connecting with nearby businesses, supporting events, and tailoring promotions to our London customer base.

What Makes You Exceptional?

• Proven Experience: 3+ years in store or general management roles within premium, high-footfall retail (food, beverage, gifting or hospitality-led retail is ideal).
• Hands-On Leadership: You don’t just manage‑you inspire, support, and serve. You love being with the team and with customers.
• Commercial Acumen: Confident in managing P&L, reading trade reports, and adapting store strategy in the moment.
• Operational Excellence: A sharp eye for detail across everything from health & safety to visual merchandising and stock integrity.
• Coaching Mindset: A natural mentor who grows capability, builds succession, and celebrates wins.

Why Join Whittard?

At Whittard, we believe that leading a store is about more than sales-it’s about creating a place where people discover something exceptional. You’ll be part of a business that values innovation, warmth, and the magic of exploration.

We offer:

• Up to 50% discount to enjoy our range of teas, coffees and gifts
• Monthly product allowance to try new favourites
• Discretionary bonus scheme and rewards for high performance
• Tailored development support for your career journey
• Wellbeing resources and family-friendly working practices

You’ll also have the chance to collaborate with peers across our store network, contribute to exciting new initiatives, and help shape the future of Whittard’s most prestigious store.

At Whittard of Chelsea, we are a proud Equal Opportunity Employer and believe great teams are built by bringing together people with different perspectives, backgrounds, and experiences.

As friendly fanatics who genuinely love what we do, we're passionate about creating a welcoming experience from the very first conversation. If you need any reasonable adjustments during your application or interview process, please get in touch with us at [e-mail].