Flagship Store Manager

The Store Manager is a strategic leader and brand ambassador, responsible for driving commercial performance, delivering an exceptional customer experience, and building a high-performing team. They demonstrate independent thinking, strong problem-solving skills, and forward planning to anticipate trading patterns, staffing needs, and operational challenges. The Store Manager champions a culture of collaboration and positivity, ensuring the store is a supportive place for teams and an inviting space for customers.

Key Responsibilities

Leadership & People Management

• Lead, coach, and inspire the team to achieve commercial and service objectives.
• Proactively workforce plan, forecasting hiring and staffing needs around peak trading periods and seasonal business demands.
• Recruit, onboard, and retain high-performing talent with succession in mind.
• Conduct regular 1:1s, team meetings and annual appraisals, setting clear expectations and reviewing performance against goals.
• Address performance and behaviour issues directly, creating performance improvement plans where necessary and escalating with HR as appropriate.
• Develop and implement tailored coaching and training strategies to build capability, confidence, and leadership across the team.
• Successfully plan and manage workload and time to ensure administrative tasks and reporting are completed, while maintaining strong leadership presence on the shop floor.

Commercial & Operational Excellence

• Demonstrate strong commercial acumen, analysing performance data (sales, product, and inventory reports) to identify trends and opportunities.
• Take full accountability for achieving store KPI's, regularly reviewing performance and implementing strategies to exceed targets.
• Translate data into actionable strategies that improve sales, stock efficiency, team effectiveness, and customer experience.
• Prepare and present clear, high-level reports and insights for senior management.
• Forecast and plan proactively for key trading periods, events, and product launches to maximize profitability.
• Use Microsoft Office (particularly PowerPoint) to support reporting, presentations, and communication of business performance.
• Ensure store operations and policies (including health & safety) are maintained.
• Utilize operational tools effectively to drive business decisions and streamline store operations, including POS, data platforms, and internal communication tools.
• Oversee visual merchandising execution and ensure the store environment reflects brand guidelines.

Customer & Brand Experience

• Act as a visible and inspiring brand ambassador, ensuring every customer interaction reflects the brand's values and service standards.
• Drive a service-first culture that builds long-term customer relationships and loyalty.
• Leverage CRM and clienteling platforms to track customer behaviours, personalize service, and strengthen engagement.
• Manage customer feedback, ensuring issues are resolved quickly and effectively.
• Support the execution of brand activations, events, and local community initiatives to increase engagement and awareness.

Innovation & Continuous Improvement

• Take a forward-thinking approach to retail, identifying and testing new ideas to improve service, team performance, and operational efficiency.
• Continuously review processes and team ways of working to identify areas of improvement.
• Champion a culture of curiosity and adaptability, empowering the team to problem solve and think strategically.

Key Skills & Experience

• Proven experience as a retail manager (minimum 3 years), ideally in a fast-paced, digitally driven retail environment.
• Strong commercial and analytical skills, with the ability to interpret and present sales, product, and inventory data.
• Confident in workforce planning, forecasting, and preparing for peak trading periods.
• Proficiency with retail operational tools including communications platforms, POS systems, reporting/data platforms, CRM, and clienteling platforms.
• Proficiency in Microsoft Office (particularly PowerPoint, plus Excel, Word, Outlook) to support reporting, presentations, and communication.
• Demonstrated ability to manage performance and behaviour issues fairly and effectively, including creating and implementing performance improvement plans.
• Excellent leadership skills: able to coach, develop, and inspire a diverse team.
• Strong ability to plan workload, prioritize effectively, and manage time to balance admin responsibilities with being present on the shop floor.
• Forward planner with strong organizational and project management skills.
• Exceptional communication skills (written and verbal).
• Passionate about fashion, culture, and delivering exceptional customer experiences.