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Store Manager (Retail)
Job Title: Store Manager Reporting to: Head of Retail Location: ME+EM, Draycott Avenue Contract Type: Full time (37.5 hours per week)
About Us
ME+EM is one of the UK’s fastest-growing luxury fashion brands. With a thriving digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded into the U.S..
At ME+EM, we’re an entrepreneurial, creative, and passionate team—hardworking, enthusiastic, and not afraid of risk. Every member of the team contributes to our success, which is why being part of our organisation is so rewarding.
While our stores and offices are fast-paced, we ensure that the environment remains fun—through social activities and biannual parties. We pride ourselves on being open, supportive, and inclusive, rewarding hard work and welcoming new talent. Collaboration and innovation fuel our growth, and our door is always open to those ready to inspire change.
About the Role
The ME+EM Store Manager is a luxury fashion lover and an innovative leader, driving customer service, team morale, and results. You oversee all store operations, from inventory and visual merchandising to financial reporting, ensuring efficiency and alignment with the brand vision.
You’ll represent the ME+EM ethos while navigating retail challenges in our omnichannel business model. Your role requires a keen awareness of industry trends and a commitment to equity, inclusion, and team development.
Responsibilities
1. Leadership & Store Operations
- Set and communicate store targets, ensuring the team aligns with overall business objectives.
- Explain company bonus structures and provide feedback to Head of Retail and management team.
- Monitor performance against targets and implement strategies for optimal results.
- Lead uniform and dress code policies, ensuring compliance throughout the store.
- Promote telephone and email professionalism, including staff training on etiquette.
- Foster a trust-based, confiential culture among employees.
- Sustain a coaching and feedback culture to develop staff.
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2. People Management
- Be the primary point of contact for HR-related issues in-store, liaising with Senior People Advisor and Head of Retail.
- Conduct initial interviews (with input from the Talent Acquisition Specialist) and facilitate final-stage interviews with the Head of Retail.
- Oversee in-store onboarding, setting expectations for new hires’ first 3 months.
- Ensure new employees attend HR onboarding sessions.
- Lead formal reviews: probation checks (3 months), annual appraisals, and performance meetings (with support from HR).
- Design monthly rotas that cover staffing needs across logistics, visual merchandising (VM), and trading.
- Manage staff hours against logged records (Humanity system), monitor breaks, and verify contractor invoices for payroll.
- Track sickness absence, conduct return-to-work interviews, and provide tailored support.
- Stay updated on company policies, enforcing compliance (with support from Compliance & Training Coordinator).
- Identify training gaps and coordinate sessions (collaborating with HR and Head of Retail).
- Delegate duties effectively and follow up to ensure execution.
- Investigate and report maintenance issues promptly.
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3. Customer Experience
- Build long-lasting, genuine customer relationships.
- Deliver confident, in-store styling sessions.
- Educate the team on the importance of CRM (Customer Relationship Management).
- Promote omnichannel shopping experiences.
- Resolve customer queries and complaints professionally and effectively.
- Escalate serious complaints to Head of Retail and Customer Care Team.
4. Product Management & Merchandising
- Ensure high product knowledge to guide merchandising, stock movement, and replenishment.
- Collaborate with the VM Manager to display products accurately, reflecting the brand’s design vision.
- Maintain daily stock accuracy and efficient stockroom operations.
- Lead store recall processes, monitoring inventory accuracy.
5. Systems & Operations
- Adapt swiftly to system changes, ensuring smooth transition within the team.
- Align policies with Customer Care, IT, and operational teams to enhance the customer experience.
- Understand and improve Elucid (and related systems) with the Operations and IT teams.
Employee Benefits
- 33 days annual leave (25 days holiday + 8 bank holidays)
- One birthday day off per year
- Pension scheme
- Group Life Insurance
- Employee Assistance Programme (EAP)
- Length of Service Awards
- Refer a Friend Scheme
- Staff uniform provided
- Generous discounts for employees and their friends
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