Retail Town Manager

Audley Travel; Greater London; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Private Medical Insurance

Holiday 25–30 days

Birthday day off

Volunteer day

Healthshield health cash plan

Life insurance

Staff travel discounts

Wellbeing platform (Wellhub)

Rewards platform discounts

Job summary

Audley Travel is expanding into UK retail and seeks a Town Manager to lead two flagship London stores on Oxford Street and Sloane Square. You’ll drive sales, set targets, manage two assistant managers, and develop Personal Travel Experts while delivering a premium client experience.

You will balance strategic leadership with hands-on selling, build local market presence, and shape a proactive, relationship-led culture across both sites.

Qualifications

• Proven experience leading and developing managers and their teams to achieve high performance.
• Comfortable balancing leadership across two stores with hands-on selling.
• Organised with the ability to prioritise across multiple locations in a fast-paced environment.
• Proactive and able to build internal and external relationships, including with partner retail leadership teams.
• Good understanding of Office 365 including Word, Excel, SharePoint and Outlook.

Responsibilities

• Own the overall performance of both stores, including sales, conversion, profitability and service delivery.
• Set clear targets for each location and review progress with Assistant Managers.
• Drive a proactive sales culture that converts footfall and builds a future pipeline.
• Actively sell holidays and support client demand across both locations as required.
• Lead, recruit, coach and performance manage teams across both stores.
• Coach and develop Assistant Managers to lead day-to-day operations.
• Conduct regular performance reviews to support development.
• Create a single team culture across locations.

Skills

Leadership

Sales leadership

Multi-location management

People development

Customer service

Tools

MS Office

Job description

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

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.

See more about life at Audley Travel!

The Opportunity

As a Town Manager, you will be the commercial and operational leader of Audley Travel's two concession locations in Oxford Street and Sloane Square, with accountability for the overall performance of both sites, including sales, conversion, profitability, service standards, and team leadership.

You will lead and develop an Assistant Manager in each store and, through them, a team of Personal Travel Experts, building leaders who can run their store day to day. Splitting your time across both locations, you will also actively sell and support client demand. You will create a proactive, relationship-led sales culture, grow local market presence, and ensure a consistently premium client experience aligned to the Audley Way.

Key responsibilities include:

Store Performance & Sales

• 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

What You’ll Bring to the Team

You’ll 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
• 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

Why Audley Travel

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:

• 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

We welcome you to speak to our recruitment team at any point during your hiring process, if you have any specific questions before this please contact us on [e-mail].

We believe it’s our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment and encourage you to let us know if there's anything we can do to make your application process easier for you for any reason to help you shine!