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About the Role
As our Flagship Store Manager, you will lead one of our most important retail destinations, shaping the customer experience. This role involves owning the store as a business, driving sustainable commercial growth, developing your team, and creating an inspiring customer experience. You will collaborate with your Regional Manager and stakeholders to achieve outstanding results by integrating commercial performance, customer experience, people development, and operational excellence. You will have the autonomy to identify opportunities, make informed decisions, and apply your leadership style in a high-profile store.
Responsibilities
- Own the commercial performance of the store using insight, data, and local market understanding.
- Deliver the store P&L, sales performance, and key commercial KPIs.
- Build and execute a business plan focused on sustainable growth.
- Analyze performance data and translate insights into effective actions.
- Identify opportunities within the local market and competitor landscape.
- Manage costs rigorously, aligning resource and payroll with business needs.
- Maintain strong stock control and ensure optimal staffing.
- Lead the team to deliver operational excellence and outstanding customer KPIs.
- Elevate the customer journey by championing an engaging consumer proposition.
- Deliver a joyful, sensorial customer experience that embodies the brand's purpose, products, and storytelling.
- Own key customer metrics, including conversion and ATV.
- Identify and maximize visual merchandising opportunities from a commercial perspective.
- Make informed decisions regarding space, layout, and presentation to maximize sales.
- Drive growth in the LOVE Your Body customer membership program.
- Build strong relationships with internal teams and external stakeholders.
- Create an environment where team members feel trusted, recognized, and empowered.
- Lead, coach, and develop the team to deliver a best-in-class customer experience.
- Foster a culture of recognition, collaboration, learning, and growth.
- Unite the team around a shared purpose and clear store objectives.
- Identify talent and unlock individual potential through coaching and development.
- Support succession planning and the regional talent strategy.
- Conduct effective onboarding, new starter reviews, and regular one-to-ones.
- Manage performance confidently and fairly, addressing underperformance while celebrating success.
- Act as a role model, leading through change with positivity, resilience, and authenticity.
- Ensure the store operates with consistency, discipline, and pace.
- Embed robust processes that enable the team to focus on customers.
- Own operational compliance and ensure the store is audit-ready.
- Embed and follow through on operational action plans.
- Ensure processes and policies are understood and consistently followed.
- Balance commercial ambition with strong operational discipline.
Requirements
- Proven managerial and leadership experience within retail.
- A strong track record of leading, coaching, and developing teams.
- Commercial acumen and confidence in using data to make decisions.
- Experience of owning and delivering against sales, payroll, customer, and operational KPIs.
- A genuine passion for creating exceptional customer experiences.
- An understanding of local markets and the ability to spot commercial opportunities.
- The ability to communicate effectively with a wide range of audiences, adapting your style to the situation.
- Strong organizational skills, with the ability to plan and prioritize people, time, and resources.
- The confidence to challenge, make decisions, and take accountability for results.
- A positive and proactive approach to change.
- The ability to bring the brand's purpose to life through products, storytelling, and retail experience.
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Teams
- People and internal communication platforms
- Commerciality
- Collaborative Skills
- Leadership
- Personal Conduct
- Purpose
Location
- Flagship Store
Work Type
- Full-time
Experience Level
- Experienced retail leader
About the Company
- When Anita Roddick founded The Body Shop in 1976, she had a vision: business as a force for good.
- Over 40 years later, The Body Shop is a pioneering cruelty-free beauty brand.
- The company is committed to generating positive economic, social, and environmental impact.
- The Body Shop fights for its beliefs and is not afraid to stand up and speak the truth.
- The company likes to do things a little differently and encourages mixing things up.