Make It Happen Recruitment
Store Manager - Flagship
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Role Overview
Our client is a one-stop beauty and wellness brand; they're looking for a Retail Manager to run their Flagship store in Westfield White City.
You'll report directly to the Managing Director, and you'll be responsible for the retail teams, customer experience, product innovation, logistics, and support functions. You'll inspire and empower your team to deliver a unique customer experience and to deliver exceptional results.
Must Have's
- Experience in managing a Flagship store or a 3 to 4 million turnover.
- Able to work weekend shifts & cover peak trading times at the Westfield based in White City
- Management experience of at least 10 retail staff
- Commercial mindset - this is a rapidly growing business, and you need to be able to build the brand's 'blueprint' store for the rollout of openings across the UK this year.
Key Responsibilities
- Lead and manage all store operations: retail sales, product advice, and personalised workshops, stock management and events.
- Deliver the brand's strategy and commercial plan.
- Drive sales growth through a deep understanding of customer behaviours, local trends and opportunities.
- Take full ownership of KPI's: sales targets, customer experience, stock, P&L and stock control.
- Analyse performance and implement action plans to continuously improve results in collaboration with your team.
- Provide regular reporting to leadership and contribute ideas for the wider UK strategy.
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Brand Experience & VM
- Ensure your store offers a sensory, inspiring and educational brand experience, aligned to the brand's values.
- Oversee all aspects of visual merchandising, presentation and store environment.
- Manage stock replenishment and presentation standards – from shopfloor to window displays to workshops.
- Build brand visibility and foster relationships within the local wellness and beauty community; represent the brand at local events and with VIP’s where required.
Leadership & Team Development
- Lead, coach and develop your team, fostering autonomy, accountability and a growth mindset.
- Support recruitment of passionate, customer-focused team members.
- Embed the brand's culture and values; create a team environment where purpose and wellbeing matter.
- Deliver continuous training on brand philosophy, products, selling techniques, customer experience, health & safety.
- Regularly provide coaching and feedback to support individual growth and team engagement.
- Identify and nurture talent, create clear development pathways within the business.
- Promote cross-functional collaboration and positive team dynamics.
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Customer Experience
- Champion an exceptional customer experience across all touchpoints — both in-store and in workshops.
- Lead by example on the shop floor — actively engaging with customers and coaching your team to do the same.
- Drive NPS and customer satisfaction scores through personalised, expert advice and welcoming service.
- Manage stock effectively to ensure full availability and a seamless shopping experience.
- Handle customer issues with care and integrity; foster loyalty and trust.
- Actively gather customer insights and share feedback with leadership to continually enhance the customer journey.
Skills
- Proven experience in leading and developing high-performing retail teams.
- Strong background in managing high-footfall retail environments with operational complexity.
- Expertise in beauty, wellness or lifestyle retail preferred.
- Deep understanding of customer experience and modern retail leadership.
- Proficiency in Microsoft Office, POS systems, reporting and KPI management.
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