Store Manager - Harrods MRTW

Loro Piana; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Loro Piana in London is seeking a Store Manager to deliver commercial targets and manage store P&L while upholding exceptional brand standards and visual merchandising. You will develop the management team, set priorities, monitor performance and ensure accountability across the business.

Responsibilities cover brand storytelling, client experience, clienteling, inventory governance and operational excellence to maintain consistent brand expression across all touchpoints.

Responsibilities

• Deliver commercial targets and store P&L; define and execute store strategy; ensure visual merchandising and brand standards; drive elevated client experience and selling ceremony; develop the management team with clear priorities and accountability; govern store operations with a focus on operational excellence.
• Brand & Desirability Experience — Powered by Brand Sensitivity, Product Knowledge, Building Desirability: Act as a brand ambassador, embodying Loro Piana values and ensuring flawless brand expression in the store.
• Drive storytelling on heritage, savoir-faire and product uniqueness to strengthen brand desirability and conversion.
• Ensure a consistent client experience through selling ceremony standards and service excellence.
• Business & Operational Impact — Powered by Business Acumen, Operational Excellence, Impact Driven: Define store strategy and business development priorities, translate targets into action plans.
• Drive business management and profitability by monitoring KPIs, P&L and costs with timely corrective actions.
• Leverage market and competitor insights to identify opportunities and adjust priorities.
• Govern inventory and visual merchandising to support availability and store image consistency.
• Ensure operational planning, store operations and audit readiness through strong compliance and controls.
• Client & Relationship Excellence — Powered by Customer Relationship Management, Stakeholder Management, Relationship Building: Define and execute clienteling to grow retention, frequency and client value.
• Drive CRM discipline and data capture for personalized follow-up.
• Develop VIC approach and local activations/events in partnership with HQ to recruit and engage top clients.
• Own complaint resolution and service recovery with fast escalation and sustainable improvements.
• Drive the omnichannel journey ensuring seamless handover between store and digital touchpoints.
• People Growth & Care — Powered by People Development, Caring Leadership: Build, lead and develop a high-performing team with clear objectives and feedback.
• Coach on the floor and manage performance.
• Identify and develop talents with succession planning and growth.
• Drive engagement, inclusion and wellbeing through communication and team care.
• Ensure workforce planning, scheduling and workload balance for business needs.

Job description

The SM is accountable for delivering commercial targets and store P&L by defining and executing the store - Ensure visual merchandising and brand standards are executed consistently, capturing insights and feeding back to improve brand expression.strategy and roadmap. Drives elevated client experience and consistent brand standards across all touchpoints, ensuring excellence in selling ceremony standards, visual merchandising and service. Develops the management team, setting clear priorities, monitoring performance and ensuring accountability over time. Governs store operations with a strong focus on operational excellence,

Job responsibilities

Brand & Desirability Experience — Powered by Brand Sensitivity, Product Knowledge, Building Desirability

• Act as a brand ambassador, embodying Loro Piana values and ensuring flawless brand expression in the store.
• Drive storytelling on heritage, savoir-faire and product uniqueness to strengthen brand desirability and conversion.
• Ensure a consistent client experience through selling ceremony standards and service excellence.
• Ensure visual merchandising and brand standards are executed consistently, capturing insights and feeding back to improve brand expression.

Business & Operational Impact — Powered by Business Acumen, Operational Excellence, Impact Driven

• Define store strategy and business development priorities, translating targets into clear action plans.
• Drive business management and profitability by monitoring KPIs, P&L and costs, ensuring timely corrective actions.
• Leverage market and competitor insights to identify opportunities and adjust commercial priorities.
• Govern inventory and visual merchandising to support availability, product rotation and store image consistency.
• Ensure operational planning, store operations and management, and audit readiness through strong compliance and internal controls.

Client & Relationship Excellence — Powered by Customer Relationship Management, Stakeholder Management, Relationship Building

• Define and execute the clienteling strategy to grow retention, frequency and client value across segments.
• Drive CRM discipline and data capture, ensuring high-quality insights to activate personalized follow-up.
• Develop VIC approach and local activations/events in partnership with Headquarters (HQ) to recruit and engage top clients.
• Own complaint resolution and service recovery, ensuring fast escalation and sustainable improvements.
• Drive the omnichannel journey, ensuring seamless handover between store and digital touchpoints.

People Growth & Care — Powered by People Development, Caring Leadership

• Build, lead and animate a high-performing team, ensuring effective team management and development.
• Coach on the floor and manage performance with clear objectives, feedback and recognition.
• Identify and develop talents, ensuring succession planning and capabilities growth for the management team.
• Drive engagement, inclusion and wellbeing through consistent communication, rituals and team care.
• Ensure workforce planning, scheduling and workload balance to support business needs and team sustainability.

Originally from Trivero in northern Italy, the Loro Piana family began trading wool in the early 1800s. In 1924, Pietro Loro Piana founded Ing. Loro Piana & C., the current company. Pietro’s nephewFranco took over in 1941, and after the war the firm began to establish its reputation as a supplier of premium wool and cashmere textiles for a growing haute couture industry, both home and abroad. In the 1970s, Sergio and Pier Luigi Loro Piana took up the reins, diversifying into luxury goods and developing an international retail arm. Now the world’s foremost cashmere processor, Loro Piana prides itself on sourcing the very finest, rarest raw materials the world has to offer, including unique cashmere from baby goats in northern China and Mongolia, vicuña from the Andes,extra-fine Merino wool from Australia and New Zealandand lotus flower fiber from Myanmar. The company draws on both time-honored traditions and state of the art technology to offer its discerning customers products that are renowned for their peerless quality. All of the company’s collections of ready-to-wear garments and accessories are made in Italy to the highest standards of craftsmanship and sartorial excellence.