People & Service Manager
Department: Store Management
Employment Type: Fixed Term Contract
Location: Stratford
Reporting To: Store Manager
Description
We're on the lookout for a superstar People & Service Manager to join the team. As a People & Service Manager, you will constantly strive to improve the customer journey through creating an engaged and motivated team who deliver exceptional customer service. Supporting the Store Leader to develop the team and maintain visual and operational standards, and in turn driving conversion, sales and KPIs.
For a more detailed overview of this role, check out the job description attached at the bottom of this advert.
About The Role
What You’ll Be Doing
- Consistently deliver great service and role model this throughout the store team.
- Create a diverse and inclusive environment where all your store team feel valued.
- Create a wellbeing culture in store by being a direct line of communication for the store team.
- Confidently duty manage in all areas of the store operation including product and operations.
- Consistently delight customers through delivering the best customer journey across service, people, visual and operations.
- Support the development of the store team to deliver a high performing, motivated and engaged store team who feel valued and recognised for their contribution.
- Empower the team within store to deliver for the customer by always putting customer experience at the centre of decision making.
- Understanding of commercial tools and how to use to drive actions to support store performance.
- Support the Store Leader to deliver on store KPIs, including sales, stock loss, payroll, conversion, voice of customer, RFID and people KPIs.
- Support the management of store operations, including compliance with health & safety standards.
You’ll Be Perfect If
- You have previous experience in retail management, with a focus on customer service and team leadership.
- You possess strong communication and interpersonal skills, allowing you to connect with both customers and team members.
- You’re passionate about fashion and understand the importance of creating a positive shopping experience for our customers.
- You enjoy working collaboratively across the business, from Head Office teams to other Regions to deliver a seamless customer experience.
- You have a proactive approach to problem-solving and can handle challenges with ease.
- You thrive in a fast-paced environment and adapt quickly to change.
- You have a proven track record of developing and inspiring teams to achieve their best
- And most importantly love our products as much as we do so we create the best possible customer journey!
Things To Consider
- Fast-Paced Environment: This is a high-energy role where priorities can shift quickly based on sales performance, customer trends, and seasonal demands. You’ll need to be comfortable adapting to situations and juggling multiple tasks.
- Reporting: Your ability to analyse customer feedback and sales data will be crucial in driving improvements to your store.
- Managing People: Strong emotional intelligence is essential, as you’ll be managing a diverse team.
- Hands-On Role: While this position is strategic, it also requires you to be hands-on with product movement, floor resets, and physical tasks like adjusting layouts, displays, and stock replenishment.
- Weekend Work: As part of the retail environment, you'll need to work on weekends, public holidays, and during key seasonal periods. This is especially crucial during busy times like sales events, product launches, or store promotions.
- Deadlines: Strong time management skills are important for balancing multiple responsibilities and meeting deadlines.
- Leading a Team: Your ability to foster a positive team culture will be crucial in creating an enjoyable work environment.
This Is For You...
We’re a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions. This is what a career at River Island is like. And this is where yours starts.
What we can offer you:
- Generous 50% staff discount & uniform allowance so you can treat yourself to our latest products!
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