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Massimo Dutti – General Manager
Location: Bromley
Reports to: Brand Manager / HR Manager
Brand: Massimo Dutti (Inditex Group)
About the Role
As a General Manager for Massimo Dutti, you will lead the full performance of a premium, fast-paced retail store. You set the tone for the customer experience, drive commercial results, and build an inclusive, high-performing team culture. This role suits someone who leads with ownership, calm and clarity — someone who can balance people, product and performance while creating a welcoming environment for both customers and colleagues.
About Massimo Dutti
Massimo Dutti is defined by timeless style, premium quality and refined design, offering elevated collections crafted with attention to detail and sophistication. Our stores deliver a calm, elegant and service-led experience, built on expert product knowledge, thoughtful interactions and long-term customer relationships.
What You Can Expect
In this role, you will:
- Navigate changing priorities with confidence and support.
- Take a hands-on approach, acting early when you see opportunities or challenges.
- Balance customer experience, team wellbeing and commercial performance.
- Lead calmly during busy periods, operational challenges or unexpected situations.
- Build routines that create consistency while staying adaptable to change.
Key Accountabilities
Commercial Leadership & Agility
- Own store performance using data, insight and product knowledge.
- Deliver sales, productivity and profitability through clear priorities.
- Use KPIs and internal tools to identify opportunities and act quickly.
- Execute commercial launches and marketing initiatives with discipline.
- Stay aware of competitors and trends, sharing insights with the business.
- Ensure merchandising reflects best sellers, trends and customer demand.
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Visual Standards
- Deliver premium visual standards aligned to Massimo Dutti guidelines.
- Ensure product storytelling reflects quality, craftsmanship and styling.
- Maintain a calm, confident store atmosphere with attentive service.
- Ensure the full customer journey — advice, fitting rooms, queue and wrap — feels smooth and elevated.
Stock Flow, Replenishment & Operational Excellence
- Ensure replenishment is accurate and completed on time.
- Maintain an organized stockroom that supports availability and accuracy.
- Deliver consistent standards across:
- Security & shrinkage
- Cash desk & cash management
- Health & Safety & compliance
- Maintain high cleaning and presentation standards.
- Report and follow up on maintenance issues until resolved.
Inclusive People Leadership, Performance & Development
- Build engagement and performance through visible, supportive leadership.
- Communicate clearly and respectfully, adapting to different communication styles.
- Give regular feedback, recognize progress and address issues early.
- Recruit inclusively, hiring for behaviors, values and capability.
- Develop leaders through coaching, structured routines and development programs.
- Build succession plans and progress talent consistently.
- Deliver fair, timely performance management focused on behaviors and outcomes.
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Workforce Planning & Time Management
- Manage the hours budget effectively and transparently.
- Build rotas that reflect trading patterns, deliveries, visuals and operational needs.
- Monitor productivity and take action when performance shifts.
Customer Experience Leadership
- Deliver a consistently elevated customer experience through thoughtful service and expert advice.
- Coach teams to build long-term relationships and offer personalized styling solutions.
- Use customer feedback and observation to continuously improve experience.
Skills & Behaviors
- Ownership: proactive, accountable and solution-focused.
- Calm under pressure: steady, fair and decisive.
- Adaptability: responds quickly to change and keeps teams aligned.
- People development: coaches, builds capability and supports progression.
- Values & integrity: ethical, respectful and consistent.
- Commercial & trend awareness: customer-led, curious and decisive.
Experience & Qualifications
- Experience leading a fast-paced retail operation with a premium customer experience focus.
- Strong commercial results and ability to drive performance through people.
- Confident leadership of teams, including coaching and performance conversations.
- Strong operational discipline (stock, shrinkage, cash, compliance).
- Strong interest in product, styling and personalized service.
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