General Manager

Ralph Lauren; Santa Clara (CA); On-site; USD 100,000 - 125,000; Full time

Job summary

Ralph Lauren is seeking a General Manager for a flagship store to lead the customer experience, develop top talent, and uphold the brand’s luxury standards. The GM will drive sales, people development, and operational excellence, ensuring a VIP experience for every client.

This role requires strong leadership, strategic thinking, and hands-on management of merchandising, inventory, and customer relationships to achieve growth and profitability.

Qualifications

• Responsible for ensuring each employee delivers the 5 C’s of Service Excellence to every client.
• Coach and mentor all employees to achieve optimal results.
• Responsible for building bench strength for future talent and succession planning.

Responsibilities

• Ensure every client is treated like a VIP with a unique in-store experience.
• Develop and lead dynamic, diverse field teams; coach staff to top performance.
• Maintain and uphold Ralph Lauren presentation standards and storytelling through the store environment.
• Lead store operations, inventory controls, and asset protection to protect margins and objectives.
• Drive KPIs such as conversion, UPT, SPH, ADT and customer shop scores.

Skills

Customer service

Leadership

Coaching

Communication

Store operations

Tools

Word

Excel

PowerPoint

Workday

Outlook

Job description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Ralph Lauren General Managers (GM) act as the CEO of their store, driving desirability and topline performance. As the CEO’s , the GM ensures every client walking through the door is treated as a VIP using the “5 C’s of Service Excellence”, creating the ultimate expression of a luxury lifestyle shopping experience. The General Manager is expected and empowered to cast and develop top talent to create the next generation of Ralph Lauren ambassadors. “Ralph Lauren CEO’s are "In the business of dreams".

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Customer Experience

• Responsible for ensuring each employee delivers the 5 C’s of Service Excellence to every client. "CREATE, CONNECT, CONVERT, CLOSE, and CONTINUE"
• Ensure every client that enters the store is treated like a VIP by providing an experience unique to Ralph Lauren
• Guarantee all sales associates are utilizing technology and applications to protect existing clients while simultaneously growing the RLS client base

People & Development

• Responsible for the casting and development of store employees, creating dynamic/ diverse and powerful field teams
• Coach and mentor all employees to achieve optimal results
• Responsible for building bench strength for future talent, as well as succession planning for current store employees

Merchandising & Presentation

• Provide consistent feedback to buyers and planners identifying all areas of opportunity
• Understand and place a high priority on respecting and upholding presentation standards, consistent with Ralph Lauren’s desired image and character
• Ensure store environments are set up to be the silent sales associate in the store, telling compelling and inspiring stories of who we are as a brand

Store Operations & Inventory Management

• Responsible for achieving store shrink goals and for maintaining and implementing both new and existing asset protection procedures
• Direct the execution of all strategies and programs, assuring that they support Ralph Lauren’s sales, marketing, and profit objectives including Gross Margin.
• Establish and uphold all store processes and procedures

P&L Ownership

• Responsible for the achievement of all Key Performance Indicators ( KPI’s) relating to customer experience: Conversion, UPT, SPH, ADT and Customer Shop scores
• Must ensure effective people and development systems are set up to drive employee engagement. Key metrics are Internal and Time to Fill rates, Employee Engagement and Enablement scores, and turnover rates
• Manage selling expenses and achieve payroll percent targets

Salary range: $100,000 - $125,000 annually,

• Relevant work experience preferred
• Strong computer skills preferred: Word, Excel, PowerPoint, Workday, and Outlook
• Ability to maneuver around the sales floor, stock/dressing room, cashwrap and office; work around/with chemicals, lift up to 30 lbs. and climb moderately utilizing a ladder as trained under RL Health & Safety guidelines
• Ability to operate the register, stand, move and walk for multiple hours
• Strong business acumen.
• Enthusiasm and ability to build and maintain an environment consistent with RL lifestyle philosophy.
• Ability to guide individuals toward goal achievement using negotiation, teamwork, motivation and staff development skills.
• Strong communication and interpersonal skills