River Island
People & Service Manager
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People & Service Manager
People & Service Manager
Department: Store Management Location: Liverpool Church Street
About the Role
We are looking for a superstar People & Service Manager to join the River Island team. In this role, you will drive continuous improvement in the customer journey by fostering an engaged and motivated team that delivers outstanding customer service.
You’ll support the Store Leader in:
- Developing the team
- Upholding visual and operational standards
- Maximising sales, conversion rates, and KPI performance
Key Responsibilities
Team & Service Leadership
- Role model exceptional customer service standards across the entire team.
- Cultivate a diverse, inclusive, and supportive environment where all employees feel valued.
- Take ownership of team wellbeing, serving as a direct communication link for staff.
- Duty manage all store operations, including:
- Product handling
- Operations coordination
- Ensure a seamless customer journey by prioritising:
- Service excellence
- Team performance
- Visual standards
- Operational efficiency
Store Development & Performance
- Mentor and develop the store team to achieve a high-performing, engaged, and motivated workforce—ensuring recognition and appreciation.
- Place customer experience at the heart of decision-making to empower team success.
- Utilise commercial tools to drive actionable improvements for store performance.
- Collaborate with the Store Leader to meet critical KPIs:
- Sales targets
- Stock loss minimisation
- Payroll efficiency
- Customer conversion
- Voice of customer analytics
- RFID and people KPIs
- Oversee health & safety compliance, ensuring a secure and lawful work environment.
Essential Requirements
- Proven experience in retail management, with a focus on:
- Customer service excellence
- Team leadership
- Exceptional communication and interpersonal skills, adaptable across teams and customers.
- A passion for fashion and a commitment to creating a positive shopping experience.
- Collaborative mindset; ability to align with Head Office and regional teams for seamless service delivery.
- Proactive problem-solving and the ability to manage challenges in a dynamic environment.
- Thrives in a fast-paced, adaptable setting; swiftly embraces change and manages competing priorities.
- Track record of developing and inspiring teams to meet performance targets.
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Ideal Candidates
- Deep understanding of and affection for River Island’s products.
- Strong belief in customer-centric culture and team-centred growth.
Key Considerations
⚡ Fast-Paced Work Environment: Expect frequent shifts in priorities due to sales trends, seasonal demands, or promotions.
📊 Analytical Reporting: Your ability to analyse customer feedback and sales data will directly influence store improvements.
👥 Emotional Intelligence: Required to manage and support a diverse team effectively.
✋ Hands-On Role: Strategic yet hands-on responsibilities—expect tasks such as:
- Product movement
- Floor resets
- Display adjustments
- Stock replenishment
📅 Weekend/Seasonal Work: Weekend hours, public holidays, and additional days during key periods like sales or promotions are likely.
🕒 Deadline Management: Strong time and task prioritisation skills are vital to balance responsibilities and meet critical deadlines.
🏢 Leadership: Your ability to foster a positive team culture will be instrumental in maintaining a motivating work environment.
Why Join River Island?
A Career You’ll Love
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At River Island, we’re more than just a brand—we’re a community of diverse, talented “Islanders” driving an exciting future together. Your growth here can take many paths, from retail roles to Head Office leadership.
Perks and Benefits
💰 Generous Savings:
- 50% store staff discount
- Uniform allowance
🛍 Daily Exclusive Offers: Reduced Islanders shopping costs through:
- Store discounts
- Retail Trust benefits (financial advice, wellbeing support, and more)
- Free-of-charge Kindness Cupboards for basic needs
👨👩👧👦 Family-Friendly Support:
- Inclusive policies for:
- Maternity, paternity, adoption, and fertility treatment
- Dedicated support through Retail Trust
🤲 Giving Back:
- “Give as You Earn” scheme
- Giver Island Day (community-focused day off)
- Matched funding for charitable contributions
🎓 Career Development:
- keskilled development
- Qualification opportunities
- Well-structured progression pathway across Retail and Head Office
💵 Financial Rewards:
- Generous bonus scheme
- Comprehensive private pension plan
🌍 Flexibility & Wellbeing:
- 28 (UK) / 30 (ROI) days paid holiday (including public holidays)
- Option to buy additional holiday leave
☕ Affectionate Discount Fun Fact—You’ll love our product discounts!
Keeping You Safe
We’re committed to safeguarding all employees, regardless of role or age, adhering to British Values, Prevent duties, and promoting equality of opportunity.
River Island celebrates diversity, ensuring every Islander belongs and thrives in an inclusive environment. We welcome applications from all backgrounds and fulfil flexible working requests where possible.
Full details available in the attached role description.
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