Perfumer H
Store Manager
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Reporting to: Global Head of Sales
Location: Chiltern Street, Marylebone, London
Contract: Full-time, including weekend work
About Perfumer H
Perfumer H is a British niche luxury fragrance and lifestyle house founded by British Perfumer and Creative Director Lyn Harris. Rooted in craftsmanship, creativity and a deeply personal approach to fragrance, Perfumer H creates distinctive fragrances and lifestyle products from our home in Marylebone, London. Our stores are an extension of this philosophy: considered, welcoming spaces where customers can discover the collection through thoughtful, knowledgeable and highly personal service. We are looking for an experienced Store Manager to lead our Chiltern Street store in Marylebone, taking responsibility for its commercial performance, team development, operational excellence and, above all, the customer experience.
The Role
The Store Manager is a passionate and inspiring retail leader who sets the standard for the Perfumer H experience at Chiltern Street. Leading from the shop floor, they will create an environment where exceptional service, product knowledge and genuine customer relationships sit at the heart of everything we do. They will have an instinctive understanding of luxury retail and recognise that attention to detail, warmth and discretion are equally important in creating an exceptional experience. They will lead, motivate and develop the store team to achieve both individual and company objectives, creating a positive and high-performing culture where people feel supported, accountable and engaged. Commercially minded and highly organised, the Store Manager will take ownership of the day-to-day running and performance of the store, using sales performance, customer insight and their knowledge of the local retail landscape to identify opportunities for continued growth. As a key ambassador for Perfumer H, they will embody the values and culture of the house and ensure these are reflected consistently across the team, store environment and customer journey.
Key Requirements
- A minimum of 1 year of management experience within a premium or luxury retail environment, ideally within fragrance, beauty or a similarly service-led category.
- A genuine passion for fragrance, craftsmanship, luxury retail and exceptional customer service.
- A strong and visible leadership style, with the ability to inspire, coach and develop a high-performing retail team.
- Commercially minded, with confidence interpreting sales performance, setting objectives and translating business insights into action.
- A strong understanding of clientelling and the importance of developing long-term customer relationships.
- Excellent attention to detail and a strong appreciation for visual presentation and the overall store environment.
- Highly organised, with the ability to prioritise effectively and confidently manage the varied demands of a busy retail environment.
- An agile and solutions-focused approach, with the ability to respond calmly and effectively to changing priorities and in-the-moment situations.
- Strong communication and interpersonal skills, with the confidence to build effective relationships with colleagues and stakeholders across the business.
- An understanding of the luxury fragrance and beauty landscape, including evolving customer expectations, competitors and industry trends.
- Comfortable working with retail systems and Microsoft Office, including Excel.
- Flexibility to work across a full retail schedule, including weekends.
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Key Responsibilities
Team Leadership & Development
- Lead by example, creating a supportive, collaborative and high-performing culture within the Chiltern Street team.
- Maintain a strong presence on the shop floor, setting the standard for customer service, product knowledge, presentation and professionalism.
- Coach and develop the team across sales, clientelling, product knowledge, customer experience, company policies and operational standards.
- Set clear individual and store objectives, ensuring the team understands expectations and is empowered to deliver against them.
- Conduct regular one-to-ones, performance conversations and annual and mid-year reviews for direct reports.
- Identify development opportunities within the team and work collaboratively with the Head of Education to support ongoing training and development.
- Manage performance and employee relations matters appropriately and consistently, with support from the wider business where required.
- Effectively delegate responsibilities across the team and follow up to ensure high standards are consistently maintained.
- Manage store rotas effectively, ensuring appropriate coverage in line with trading patterns, customer needs and commercial objectives.
- Support retail recruitment, onboarding and training to build and retain a knowledgeable, engaged and high-performing team.
Commercial & Store Management
- Take ownership of the commercial performance of the Chiltern Street store, driving sales while maintaining the highest standards of customer experience.
- Work closely with the Global Head of Sales to establish store objectives, targets and priorities.
- Monitor sales performance and KPIs, identifying opportunities, risks and appropriate actions to support continued growth.
- Take responsibility for store budgets and proactively address any significant variances or areas of underperformance.
- Maintain an excellent understanding of the Chiltern Street customer, local area, surrounding businesses, competitors and wider luxury retail landscape.
- Translate customer and commercial insights into meaningful actions that support store and business growth.
- Ensure all store reporting is accurate, relevant and completed within agreed timelines.
- Oversee stock management, ensuring appropriate stock levels are maintained and shortages or discrepancies are resolved promptly in collaboration with the Operations team.
- Ensure all operational processes, company policies and procedures are consistently followed.
- Maintain exceptional standards across the store environment, ensuring the space is always presented in accordance with Perfumer H's visual and aesthetic standards.
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Customer Experience & Clientelling
- Ensure every customer receives a warm, personal and memorable Perfumer H experience.
- Lead by example in building genuine customer relationships and developing a strong clientelling culture within the store.
- Ensure the team can confidently and thoughtfully communicate the Perfumer H story, Lyn Harris's creative vision, product provenance and the craftsmanship behind the collection.
- Develop a strong understanding of the store's existing and potential customer base, using customer insights to identify opportunities for retention and growth.
- Encourage meaningful customer data capture and follow-up, ensuring clienteling activity feels personal, relevant and aligned with the Perfumer H approach.
- Maintain an in-depth understanding of customer behaviours, feedback and evolving expectations, sharing relevant insights with the wider business.
- Continually look for opportunities to elevate the in-store experience while preserving the intimacy, warmth and individuality of Perfumer H.
Equal Opportunities
Perfumer H is an equal opportunities employer. We are committed to creating an inclusive working environment and do not unlawfully discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation or any other characteristic protected by law. Please let us know if you require any reasonable adjustments at any stage of the application or recruitment process.
To apply, please send your CV and cover letter to careers@perfumerh.com.
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