Store Dept Leader: Coaching Teams & Customer Experience

Naylor's Equestrian Llp; Gateshead; On-site; GBP 26,000 - 34,000; Full time

Job summary

Naylor's Equestrian Llp in Gateshead is seeking a Department Manager to lead and develop a high-performing team, delivering exceptional customer service and achieving store KPIs. You will coach colleagues, manage daily operations, assist with hiring and training, and drive sales targets while maintaining a safe and compliant store environment.

You will motivate staff, coordinate schedules, and act as the point of contact in the Store Manager's absence, ensuring a positive, customer-centric

Qualifications

• Proven coaching and mentoring skills to lead and develop a high-performing team.
• Excellent communication to engage colleagues and deliver customer-focused service.
• Experience in retail or customer-focused environments with KPI awareness.
• Ability to prioritise, delegate workload and drive store performance.
• Track record of improving customer experiences and driving sales metrics.

Responsibilities

• Support the Store Manager in leading, coaching and developing a high-performing, engaged team.
• Deliver exceptional customer experiences that encourage loyalty and repeat visits.
• Drive KPIs including conversions, average transaction value and units per transaction.
• Maintain store standards and a safe, compliant environment.
• Assist in opening/closing procedures and cash handling tasks.
• Participate in hiring, onboarding and training of new employees.
• Provide feedback and coaching to improve performance and engagement.

Skills

Coaching

Communication

Leadership

Retail experience

KPI understanding

Training

Customer service

Planning

Decision-making

Stakeholder engagement

Job description

Naylor's Equestrian Llp in Gateshead is seeking a Department Manager to lead and develop a high-performing team, delivering exceptional customer service and achieving store KPIs. You will coach colleagues, manage daily operations, assist with hiring and training, and drive sales targets while maintaining a safe and compliant store environment.

You will motivate staff, coordinate schedules, and act as the point of contact in the Store Manager's absence, ensuring a positive, customer-centric