Senior Manager Sales & Service - LDN Flagship Strore

As Senior Manager: Selling and Service in a retail environment, your role encompasses a dynamic mix of leadership, customer service, and performance-driven responsibilities aimed at delivering exceptional service and optimizing sales. You will be responsible for driving the overall performance of the front-of-house (FOH) operations, ensuring the seamless execution of sales strategies and providing high-quality customer service to enhance the shopping experience. Your key focus will include leading a team, managing daily operations, analysing trading performance, and upholding a strong in-store presence to create a welcoming atmosphere.

Core Responsibilities:

1. Service and Selling Leadership:
   • Drive and lead a high-performance sales culture by delivering excellent customer service and coaching your team to exceed sales targets.
   • Empower the sales team to engage with customers, promote products, and facilitate smooth transactions across various sales channels (in-store, online, mobile).
   • Foster a customer-first environment that ensures high satisfaction levels through tailored service and personalized shopping experiences.
2. Daily Analysis and Trading Performance:
   • Monitor and analyse daily sales, customer traffic, and conversion rates to identify trends and opportunities for growth.
   • Utilise data-driven insights to optimize product placement, inventory management, and sales strategies to maximize profitability.
   • Collaborate with store leadership to evaluate and implement tactical plans based on real-time sales performance and market conditions.
3. FOH Operations and Greeter Management:
   • Oversee and manage FOH operations, ensuring an efficient flow of customers and a positive in-store experience from entry to checkout.
   • Lead the Greeter team to ensure customers are warmly welcomed and assisted upon arrival, creating a positive first impression.
   • Ensure the store’s front-of-house is clean, organized, and visually appealing to encourage a seamless shopping experience.
4. Coaching and Sales Floor Leadership:
   • Mentor and coach associates on the sales floor, providing ongoing training, feedback, and guidance to enhance their product knowledge and sales techniques.
   • Lead by example, motivating the team to achieve their personal and team goals, and maintain high standards of customer engagement and performance.
   • Organize regular floor walks to assess customer engagement, staffing levels, and sales activity, offering real-time solutions and support.
5. Omni-channel Sales and Service:
   • Manage and optimize omni-channel services including EA (Endless Aisle), C + C (Click & Collect), and BORIS (Buy Online, Return In-Store), ensuring smooth integration between online and physical retail spaces.
   • Monitor and respond to cross-channel sales trends, providing feedback to improve customer interaction and enhance the in-store experience.
   • Ensure staff are equipped with the necessary tools and training to support multi-channel sales and service needs effectively.
6. NPS and Membership Programs:
   • Take ownership of the Net Promoter Score (NPS) and membership programs, striving to improve customer loyalty and retention.
   • Leverage customer feedback to continuously refine services, processes, and product offerings.
   • Champion membership sign-ups and drive engagement through loyalty benefits, promotions, and personalized service.
7. FOH Look & Feel:
   • Maintain an attractive, cohesive, and customer-friendly store layout and design that enhances the customer experience.
   • Ensure the store’s front-of-house is aligned with brand guidelines and seasonal merchandising strategies to reflect the store’s standards and expectations.
   • Oversee and manage visual merchandising and store presentation, ensuring consistency and appeal throughout the sales floor.

Key Skills and Attributes:

• Strong leadership and coaching abilities, with a passion for team development and driving sales performance.
• Excellent analytical skills to assess sales data, identify trends, and adjust strategies accordingly.
• A customer-centric mindset with a focus on creating memorable, personalized shopping experiences.
• Expertise in omni-channel retail practices and technology integration.
• Proven track record of achieving sales targets and improving operational efficiency.
• Ability to work in a fast-paced, dynamic retail environment, balancing multiple tasks while maintaining a high standard of service.

In this role, you will play an instrumental part in creating an exceptional in-store experience for customers while driving sales and service excellence across all retail channels. Your leadership and focus on both people and performance will directly contribute to the store’s success and customer satisfaction.

Aside from core role: Service – Selling / Daily analysis / trading / performance – FOH OPERATIONS / Greeters / Coaching on the floor / Sales Floor Leadership / FOH hardware & Services / Omni -channel – EA, C + C, BORIS / NPS / Membership / FOH Look & Feel