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About the Role
As General Manager of the Madison Avenue flagship, you will be the crucial link between the brand vision and its in-store execution. Your primary focus will be cultivating a loyal client base and building a high-performing team centered around the customer. Key opportunities include increasing relevant traffic, fostering lasting customer relationships, and scaling operational success for future store openings. This role reports to the Chief Revenue Officer.
Responsibilities
- Drive and report on core store KPIs daily and weekly, including traffic, conversion, AOV, UPT, new vs. returning customers, and clienteling-attributed sales.
- Partner with buying, planning, and ecommerce teams on store sales forecasts, assortment, and inventory plans, sharing local trends and customer feedback.
- Own strategic planning and execution of company initiatives, optimizing their impact for physical retail.
- Read the floor during peak hours to diagnose traffic patterns, team performance, and service gaps in real time.
- Build and run an appointment-led clienteling program, including personal styling appointments and outreach plans.
- Partner with VIP and Customer teams on top-client experiences and bring the loyalty program to life in store.
- Partner with Marketing to build and execute a local traffic plan, including email, SMS, appointments, community partnerships, and in-store events.
- Lead community outreach in New York, using and growing your network to build the store's client base.
- Partner with Marketing & Creative to cascade brand campaigns to the store through visuals, storytelling, and the overall experience.
- Own store inventory accuracy, including receiving, cycle counts, transfers, replenishment, and shrink, in partnership with Operations.
- Run ship-from-store, returns, and exchanges to meet service-level standards, and flag routing or system issues.
- Develop and maintain standard operating procedures for core retail functions.
- Manage facility and vendor relationships to ensure the store is always guest-ready.
- Plan, analyze, and set goals to achieve daily, weekly, and annual productivity objectives.
- Plan the store's talent strategy, including seasonal staffing.
- Hire, develop, and retain high-performing sales and operations talent, setting clear role expectations and individual KPIs.
- Develop a deep bench of talent to allow for floor coaching and stepping in to demonstrate techniques.
- Own the Madison retail playbook, including standards, rituals, and selling approaches for replication in future stores.
- Ensure the sales floor and all store standards exceed expectations at all times.
- Create an inclusive environment aligned with Frank & Eileen's core values and continuously improve processes.
Requirements
- 8–10+ years of retail management experience, including leading a high-volume store in premium, luxury, or specialty apparel.
- Proven ability to build a personal client book and train teams using clienteling tools and data.
- Strong relationships in the New York market and a track record of driving store traffic through community, partnerships, and events.
- Demonstrated commercial acumen in moving traffic, conversion, AOV, and UPT.
- Experience with ship-from-store, buy-online-pick-up-in-store, exchanges, and inventory accuracy.
- Proficiency in Shopify POS and Google Workspace.
- Track record of driving significant, company-wide results.
- Demonstrated bias to action and agility in a fast-paced environment.
- A 'breakthrough walls' mentality with the ability to make things happen.
- Clarity of thought and skilled executive communication.
- Ability to prioritize and create focus in complex, ambiguous situations.
- Passion for exceptional customer experiences and tailoring service.
- Bachelor's degree preferred.
Skills
- Clienteling
- Retail Management
- KPI Reporting
- Sales Forecasting
- Inventory Management
- Strategic Planning
- Omnichannel Operations
- Ship-from-store
- Buy-online-pick-up-in-store
- Community Outreach
- Event Planning
- Talent Development
- Team Leadership
- Visual Merchandising
- Shopify POS
- Google Workspace
- Clienteling Platforms (a plus)
- Loyalty Platforms (a plus)
Location
- Madison Avenue flagship
Work Type
- Full-time
Experience Level
- 8-10+ years of retail management experience
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $165,000-$180,000
About the Company
- Frank & Eileen is committed to celebrating diversity and creating an inclusive environment for employees and customers.
Equal Opportunity
- Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.