General Manager

Ralph Lauren; Santa Clara (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Ralph Lauren Valley Fair in Santa Clara seeks a General Manager who operates as the store CEO, driving desirability and top-line performance by ensuring every client is treated as a VIP and delivering a luxury shopping experience. You will cast and mentor top talent, build bench strength for future leaders, and uphold presentation standards that convey Ralph Lauren's image.

You will own store operations, inventory protection, and KPI outcomes.

Qualifications

• Experience leading luxury retail teams.
• Ability to coach and develop bench strength.
• Strong focus on customer experience and brand standards.

Responsibilities

• Ensure every client is treated as a VIP using the 5 C’s of Service Excellence.
• Cast and develop store teams to build future talent.
• Maintain presentation standards that reflect the Ralph Lauren brand.
• Direct store operations, inventory controls and asset protection.
• Drive KPI performance including conversions and customer satisfaction.

Skills

Leadership

Talent development

Succession planning

Customer experience

Sales coaching

Tools

CRM systems

Job description

New Luxury Store Opening - Valley Fair! 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”.

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.