Store Manager

Department:
Retail

Reports to:
Head of Retail Operations

Direct Reports:
Senior Sales Associate, Sales Associates

Location:
Old Church Street

Our Values:

• Every day the energy, creativity and passion of Manolo permeates through our business.
• We believe in the artist and the artisan; we are innovative while still protecting our heritage.
• We strive for timeless beauty and quality craftmanship.
• We celebrate curiosity and believe in working proactively and being solution focused.
• We believe in upholding family values; we treat everyone with honesty, respect and kindness while nurturing our teams to deliver excellence.
• We believe in making people smile.

Purpose:

To manage and elevate the Old Church Street boutique by driving sales generation, delivering an excellent customer experience and coaching team members. Alongside the Head of Retail Operations, develop a store strategy to optimise profitability and grow the existing customer base, whilst ensuring service excellence with a high performing team that are exceptional Manolo Blahnik ambassadors. To work collaboratively with other UK & EU Store Managers, Stock Control Manager, Customer Service, Merchandising and other Head Office teams to deliver commercial and operational excellence.

Key Responsibilities:

Leadership and mentoring

• Coach and mentor team members by setting daily and weekly commercial objectives to excel in their role.
• Display high levels of personal motivation and implement effective incentives to inspire and drive the team.
• Display a dedicated approach to self-awareness and self-development.
• Work with integrity and respect for others; create excellent team participation and ensure the team and boutique(s) are presented to the highest standards.
• Work alongside Learning and Development to manage the delivery of product training and client service training.
• Responsible for store recruitment, evaluation, and development of the store team. Demonstrate effective succession planning and networking.
• Ensure all People and Culture policies and procedures are implemented, resolving all staff issues effectively, working with the People and Culture Team to manage performance where required.
• Maintain high store standards and conditions whilst fostering a positive work environment.

Strategy and analysis

• Feedback to the Head of Retail Operations and Merchandising function in terms of product mix and volumes in order to drive sales and exceed targets.
• Provide regular market studies including statistical analysis of competitors, assortments, price points and clientele (both local and visiting) with a view to highlighting additional sales opportunities.
• Manage the collating, analysis, reporting and evaluating of sales working in conjunction with the Head of Retail Operations.

Commercial and Sales

• Provide training and coaching for team members to help them achieve their individual sales targets and KPI's.
• Record and update sales performance, such as Sell Throughs, product feedback, trade feedback.
• Manage and prepare the two major seasonal sales events and additional sales events as may occur.
• Provide both analytical and qualitative feedback to wider business and commercial stakeholders.
• Drive and develop commercial performance of the boutique(s) by identifying business opportunities in line with overall company objectives and policies.
• Adopt a proactive approach to customer acquisition, development, and retention.
• Provide analysis and feedback on clientele and product line performances, in weekly/monthly reports. Develop and implement action plans to deliver improvements.
• Maintain awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing.
• Work collaboratively with the Head of Retail Operations, Communications and Events teams to plan and deliver regular events both in the boutique and externally.

Client Experience

• Provide exceptional client experience and service; provide personalised and timely after-sales service to clients, dealing effectively with client complaints.
• Demonstrate high level of product knowledge (telling the story, features and benefits etc. ) and coach other team members.
• Develop strong, long-lasting, commercial relationships with clients, establishing a regular client base and providing support to team members to ensure all sales opportunities are optimized.
• Develop relationships with surrounding businesses and brands to help grow and develop the MB business and assist in the management of special client events.

Operational excellence

• Champion retail excellence and ensure unwavering standards of presentation and service within the boutique(s).
• Ownership of all store operations including Payroll, cash management, invoices, replenishment, sundries, and mandatory compliance trainings.
• Be accountable for and educate team members on effective implementation of merchandising guidelines, replenishment methods and housekeeping standards to ensure that the store is always represented at the highest level.
• Work with the Stock Control Manager to ensure effective management of stock layouts, rotations, recalls, Omni-channel fulfilment and stock take/audit preparation and execution.
• Work alongside Head Of Retail Operations and Internal Controls to create and implement store policies.
• Work with Facilities team to ensure Health and Safety standards are met within store.

Any other tasks as requested.

Skills and Experience Required:

• +5 years' experience in a retail management role, preferably in the luxury industry.
• Proven Commercial awareness and business acumen within the luxury retail sector.
• Leadership:
  High level of accountability required with the ability to direct, motivate, and inspire people internally and externally. Experience of motivating and leading successful teams; coaching and mentoring. Strong and motivational team-building skillset to drive excellence in results and all aspects of client experience.
• Demonstrate evidence of planning successful events.
• Excellent analytical, report-writing skills, accuracy and attention to detail. Strong problem-solving skills with a strong, solution-based mindset. Ability to prioritise tasks, and ensure delivery of results within tight deadlines.
• Proficient in Microsoft Office.
• Communication:
  Strong and effective presentation skills and ability to converse with a diverse range of people at all levels.
• Communication:
  Excellent levels of communication both verbal and written. You will be effective at managing relationships at both a store and head office level.
• Excellence:
  High level of finesse and excellence required in delivery of all tasks.
• Ambassador:
  Representing Manolo Blahnik products and values with passion, always acting as an ambassador of the house.

Our Commitme.