People Leadership & Team Development

• Line manage and support the Retail Training & Development Manager, agreeing training priorities based on store performance, audits and client feedback.
• Work closely with the Assistant Store Managers and store teams, coaching them on standards, operations and compliance.
• Support retail recruitment and onboarding in partnership with HR.
• Manage employee relations matters with HR, and help managers address issues early and fairly.
• Build a culture of recognition, accountability and genuine care for our clients.

Commercial Performance & Clienteling

• Track and report store performance against sales, conversion, average transaction value and labour cost targets, and turn the numbers into practical actions for store teams.
• Support the Head of DTC with the retail budget, tracking spend, flagging variances early and giving feedback from the shop floor.
• Help embed clienteling as a daily habit, making full use of our CRM tools.
• Report regularly to the Head of DTC on performance, risks and opportunities.

Retail Projects, VM & Brand Presentation

• Lead store projects from brief to completion, including refits, refreshes and new systems or services.
• Manage project timelines, contractors and stakeholders, keeping disruption to trading to a minimum, and apply the lessons from each project to the next.
• Work with the Visual Merchandising Lead to agree the VM calendar around launches, campaigns and seasonal drops, within the agreed VM budget.
• Agree the scope, timings and deliverables of VM work, sign off window and in-store schemes, and make sure presentation standards are kept up between VM visits.

Cross-Functional Leadership

• Represent retail in business-wide projects, bringing the store and client perspective to decisions.
• Work closely with HR, Finance, Merchandising and Marketing so that new initiatives land smoothly in store.

What Success Looks Like In The First 12 Months

• All stores fully compliant on health and safety, with risk assessments and audits up to date
• Reduced shrinkage and improved stock accuracy across all three stores
• Clear, current retail policies and an operations manual that teams actually use
• Clear, reliable communication between head office and the stores
• Store projects delivered on time and within budget
• Strong working relationships with the store teams, and a growing role in leading and developing them

Skills & Experience

• 5+ years experience as an Area Manager, Operations Manager, or multi-store manager in luxury or premium retail, with a genuine passion for, and track record in, operations
• Strong working knowledge of retail health and safety
• Hands-on experience of loss prevention, stock control and store compliance
• Confident writing and rolling out policies and procedures that store teams follow
• Happy to be hands-on in store and to work alongside the team, not just oversee them
• Experience coaching and developing managers, and supporting employee relations matters with HR
• Commercially aware and comfortable with data, including retail analytics and POS reporting
• Project management experience, ideally including store refits or systems rollouts
• Experience managing contractors and suppliers against a brief and budget
• Understanding of omnichannel retail and clienteling
• Highly organised, with a strong eye for detail and the confidence to hold high standards with warmth
• Curiosity about new tools and ways of working, including AI

Direct applications only. No recruitment agencies. UK-based position.