We are searching for a People & Service Manager to join our team in Milton Keynes City Centre. The role involves driving customer experience through team motivation and store performance.
Department: Store ManagementLocation: Milton Keynes City Centre
Responsibilities
- Consistently deliver great service and role model this throughout the store team.
- Create a diverse and inclusive environment where all the 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 and safety standards.
Qualifications
- Previous experience in retail management, with a focus on customer service and team leadership.
- Strong communication and interpersonal skills, allowing you to connect with both customers and team members.
- Passion for fashion and understanding of creating a positive shopping experience for our customers.
- Enjoy working collaboratively across the business, from Head Office teams to other Regions to deliver a seamless customer experience.
- Proactive approach to problem-solving and ability to handle challenges with ease.
- Thrives in a fast-paced environment and adapts quickly to change.
- Proven track record of developing and inspiring teams to achieve their best.
- Loves our products as much as we do to create the best possible customer journey.
Considerations
- Fast‑Paced Environment: A high‑energy role where priorities can shift quickly based on sales performance, customer trends, and seasonal demands.
- Reporting: Ability to analyse customer feedback and sales data to drive improvements.
- Managing People: Strong emotional intelligence essential for managing a diverse team.
- Hands‑On Role: Strategic position that also requires product movement, floor resets, and physical tasks such as adjusting layouts, displays, and stock replenishment.
- Weekend Work: Work on weekends, public holidays, and during key seasonal periods.
- Deadlines: Strong time management skills important for balancing responsibilities and meeting deadlines.
- Leading a Team: Ability to foster a positive team culture to create an enjoyable work environment.
Benefits
- Generous staff discount and uniform allowance so you can treat yourself to our latest products.
- Reducing everyday expenses through discounts, benefits, financial advice, wellbeing solutions, and more through the Retail Trust.
- Stores fitted with Kindness Cupboards to support Islanders with basic food and hygiene products if needed. We also work closely with the Retail Trust to create dedicated support for all Islanders.
- Support for all family setups enhanced maternity, paternity, adoption, and fertility treatment, with dedicated support from the Retail Trust.
- Give as you earn scheme, a ‘Giver Island’ day each year and receive matched funding.
- Progression focus throughout Retail & Head Office. Support with upskilling skills through on‑the‑job training and qualifications.
- A generous bonus scheme and private pension plan.
- 28 days (UK) or 30 days (ROI) paid holiday, inclusive of Bank Holidays, with the option to buy additional holiday.
Safety & Wellbeing
At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We fulfil our obligation under the Prevent duty to stop extremism and extremist views from materialising in our business. We promote and encourage the belief in British Values – including democracy, rule of law, individual liberty, and mutual respect of different faiths and beliefs.
Equal Opportunities
We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio‑economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.
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