Location
This position is located at 149 High Street, Guildford, , GU13AD United Kingdom
Role Summary
The Service and Selling Manager directs the service, selling, and styling to achieve an engaging and inspiring store environment. This can include development of others, collaborating with key partners, and supporting store operations and visual needs. This role is a key holding position.
What You'll Be Doing
Customer Experience
- Selling culture: leads and empowers the team to drive sales and metrics by utilising key performance indicators to set team and zoning goals
- Omni-Channel Service: teaches the team to provide a frictionless customer experience by utilising technology to transact in the moment, upsell, and clientele
- In-Store Styling: provides the tools needed for associates to deliver an elevated shopping experience through cultivating connections, creating an individualised service and styling experience
- Events and Gatherings: hosts, plans, guides, and executes all events in the store to build customer relationships and drive sales
Leadership & Team Management
- Customer Experience Management (CEM) leadership: oversees the training, development, and accountability of the CEM program, creating a culture that prioritises service and sales
- Stylist program: drives the styling program by empowering styling team members to cultivate relationships, generate new business, and mentor customer associates
- Prioritise talent: supports the Store Brand Leader in identifying, hiring, and developing top talent for succession; facilitates onboarding for new hires
- Service and selling education: utilises brand resources to host regular fit sessions and training workshops to develop the team’s selling and styling skills
Visual & Business Operations
- Business Acumen: collaborates with the Store Manager to assess sales forecasts to accurately schedule support and optimise peak selling hours through team service and selling initiatives, and using Company tools to identify merchant opportunities within product placement, outfitting, and stock levels
- Manage operations: takes an active role in opening and closing, restock, standards, cleanliness, IT and facilities issues, and loss prevention efforts
- Product Flow: supports product flow processes which include shipment receipt, processing, security tagging, and preparing product for floor placement; leads the team to maintain an organised and efficient back of house
- Omni service: oversees the omni customer experience and process to ensure fill rates are maintained and the brand standard for omni organisation is followed
Communication & Relationships
- Education and product knowledge: facilitates the sharing of product knowledge, current trends, product priorities, and brand messaging through daily touchpoints with the team
- Goals and expectations: sets individual sales goals and selling expectations to cultivate a collaborative selling environment
- Customer feedback: shares customer reaction and feedback to inform strategic product moves; fosters a strong relationship and flow of information between the team
What You'll Need
- Experience in a management role, working in a fast paced but highly creative and customer focused retail environment
- Ability to positively impact results in sales, payroll and stock loss
- Proven record of developing a team and talented individuals
- Can demonstrate the ability to identify problems and implement creative solutions (back of house, scheduling, organisation)
- An appreciation and understanding of the Anthropologic culture and its appeal in the market
The Perks
Work Life Balance:
- ‘Life Leave’ - one day a year to take time off for those big events in life, in addition to your annual leave entitlement
Wellbeing:
- Employee Assistance program to support with mental, physical and financial health
- Discount off external gym memberships
- Private Medical Insurance for eligible employees
Employee Discounts:
- Up to 40% employee discount at all URBN Brands
Travel:
- Season ticket loan for eligible employees
- Cycle to work scheme for eligible employees
Continued Development:
- We offer structured support within the business alongside continued learning and development
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Equal Opportunity Statement
URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.