Retail Town Manager

Audley Travel; City of Westminster; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Private Medical Insurance

Holiday 25 days rising to 30

Birthday day off

Volunteer day

Healthshield wellbeing resources

Life insurance

Staff travel discounts

Job summary

Audley Travel is expanding its UK retail presence and seeks a proactive leader to manage two stores. You will drive sales performance, client experience and operational excellence across locations.

You will recruit, coach and develop Assistant Managers, align targets, and build a collaborative, high-performance team culture that delivers exceptional travel experiences.

Qualifications

• Experience leading managers across multiple locations.
• Ability to set clear targets and review performance.
• Proven track record in sales, service delivery and driving growth.

Responsibilities

• Own overall performance of two stores: sales, conversion, profitability and service delivery.
• Lead and coach Assistant Managers; implement development plans.
• Drive client experiences and build strong client relationships across locations.
• Grow local pipeline through events, partnerships and community presence.
• Plan time and rota to ensure leadership across both stores and consistent standards.

Skills

Leadership

Sales leadership

Customer service

Strategic planning

People management

Communication

Tools

Office 365

SharePoint

Excel

Job description

Key Responsibilities

• Own the overall performance of both stores, including sales, conversion, profitability and service delivery
• Set clear targets for each location, regularly reviewing performance with the Assistant Managers in each store
• Drive a proactive sales culture that converts footfall and builds a strong future pipeline
• Actively sell holidays and support client demand across both locations as required

Team Management

• Lead, recruit, coach and performance manage teams across both stores, working through the Assistant Managers
• Coach and develop Assistant Managers to successfully lead their store day to day, including when working from the other location
• Conduct regular 1-2-1s and performance reviews to support development
• Set clear objectives and development plans for Assistant Managers and team members
• Identify and nurture future talent, building succession pathways across both stores
• Create one team culture of engagement, collaboration and accountability, sharing best practice across locations

Client Experience

• Champion a client-first culture, ensuring exceptional service at every stage and embedding the Audley Way
• Ensure strong client ownership and seamless collaboration with Country Specialists
• Act as the escalation point for client issues across both stores and resolve effectively

Commercial & Local Growth

• Grow local pipeline through marketing, events, partnerships and networking
• Build and maintain Audley's presence within the local community
• Drive repeat business and long-term client relationships

Operations & Leadership

• Plan your time effectively across both stores, ensuring visible leadership and support in each location
• Ensure effective rota planning, coverage and operational standards across both stores
• Work closely with partner retail management teams and act as the senior Audley representative across both locations
• Share insights and feedback to support continuous improvement across the wider retail operation

Shift & Rota Requirements

• This role is based across two retail locations, with time split between both stores to support performance, team development and operational excellence
• The role operates on a retail rota, including weekends, bank holidays and peak trading periods
• Working patterns will be scheduled in line with business needs and may vary week to week
• The Town Manager is responsible for ensuring effective rota planning, colleague coverage and leadership presence across both locations.
• You bring proven experience leading teams in a sales or service-led environment, ideally across multiple locations or through other managers, with a strong track record of delivering sales performance and driving commercial results.

Additional Experience Required

• Experience leading and developing managers and their teams to achieve high performance
• Comfortable balancing leadership across two stores with hands-on selling
• Organised and able to prioritise effectively across multiple locations in a fast-paced environment
• Proactive and able to build relationships internally and externally, including with partner retail leadership teams
• Passion for delivering exceptional client experiences
• Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook

Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel. As Audley Travel celebrates 30 years of creating extraordinary journeys, we're opening a brand-new chapter as we expand into UK Retail stores. We'd love you to be part of this exciting journey, helping shape this milestone retail experience from the very beginning.

Your Journey Starts with Us

Your Journey Starts with Us For over 30 years, we've been crafting tailor-made travel experiences that reflect each client's unique perspective of the world, helping them create truly unforgettable memories. Behind every exceptional trip is a team of passionate experts, and this is your opportunity to be part of it. When you join Audley Travel, you become part of a supportive, collaborative community that’s invested in your success. We empower our people to thrive through meaningful development opportunities, a culture that celebrates individuality, and an environment where your ideas are heard, valued, and make a real impact. Alongside competitive salaries and benefits that support your well-being, you'll find a role that inspires you, challenges you, and connects you to something bigger. If you're passionate about travel and seeking a career that excites, rewards, and grows with you, Audley Travel is where your journey begins. There's more:

Benefits

• Private Medical Insurance
• Holiday - 25 days rising to 30 days with length of service
• A day off for your birthday
• A day off for volunteering to support a charity, local support group or community work of your choice
• Access to Healthshield health cash plan - money back for costs associated with everyday healthcare (including optical, dental, medical, prescriptions, physio), and access to medical and wellbeing resources such as a GP service, employee assistance programme and counselling
• Enhanced family leave & pension scheme
• Life insurance
• Discounted Audley trips (for you and your friends & family) and exclusive access to staff travel discount websites
• Wellhub - a wellbeing platform that gives you unlimited, discounted access to top gyms, studios, and wellbeing apps
• Benefits Platform - a reward scheme that gives you discounts and cashback with hundreds of retailers