To lead and manage a department that delivers an exceptional customer experience, drives sales performance, and ensures operational excellence.
The Department Manager will motivate, coach, and develop teams, manage merchandising standards, and deliver on business strategies while safeguarding company assets and promoting our Clientsvalues.
Key Responsibilities Lead and inspire the department team to deliver extraordinary customer service, meeting and exceeding NPS and sales targets.
Communicate and implement daily/weekly sales targets and strategies across the team.
Coach and support team members in handling customer queries, returns, and loyalty programme engagement.
Ensure the team has full knowledge of CRM systems and compliance in customer data management.
Recruit, onboard, and upskill team members, ensuring effective inductions and ongoing development.
Recognise, coach, and manage performance, reinforcing high standards and addressing underperformance fairly.
Maintain merchandising standards and ensure stockrooms and shop floor areas are always organised, compliant, and commercial.
Oversee promotional activity, signage, and ticketing, ensuring alignment with brand and company standards.
Manage operational processes, including stocktaking, transfers, markdowns, and returns, ensuring accuracy and timeliness.
Monitor and control department costs and resources, including stationery, utilities, and supplies.
Ensure compliance with all security, audit, and loss prevention procedures, minimising shrinkage.
Collaborate with colleagues and stakeholders, including Head Office and concession partners, to optimise results.
Act as a role model of company values, embedding a culture of service, professionalism, and accountability.
Person Specification Proven retail management experience, ideally in premium or luxury environments.
Strong leadership and coaching skills with experience managing diverse teams.
Demonstrated ability to deliver results-focused sales and service performance.
Excellent communication and influencing skills with confidence at all levels.
Strong merchandising knowledge and commercial awareness.
Organisational and planning skills with ability to manage multiple priorities.
Skilled in problem-solving and decision-making under pressure.
Proficiency in digital and POS systems with strong numerical ability.
Ability to foster a culture of teamwork, inclusivity, and accountability.
Professional, adaptable, and resilient under pressure.
Core Skills and Behaviours Customer Service & Sales Orientation: Committed to exceeding customer expectations and driving loyalty.
Creativity & Innovation: Generates ideas to enhance visual presentation, events, and promotions.
Communication & Influence: Builds trust with teams, peers, and stakeholders through clear, confident communication.
Teamwork & Collaboration: Works inclusively, creating a positive and motivated environment.
Problem-Solving & Decision-Making: Resolves challenges quickly while maintaining customer focus.
Results-Focused & Accountability: Achieves sales, service, and audit targets through consistent execution.
Project Management & Organisation: Delivers events, promotions, and stock management efficiently.
Adaptability & Resilience: Thrives in a dynamic retail environment with changing priorities.
Business Acumen & Data-Driven: Uses insights to drive strategy and maximise commercial results.
Ethical Practice & Leadership: Acts with integrity, values people, and leads by example.
Vision Purpose and Values Champion our Clients Reinventing Retail and our Purpose of enriching our customers lives by actively embedding them in all aspects of the role.
Enrich the experience of both internal and external customers by consistently demonstrating our core values: Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing.
Lead with integrity, support a culture of excellence, and ensure these principles are reflected in day-to-day decisions, collaboration, service delivery, and results.
