Store Manager, Woodbury Commons
STELLA MCCARTNEY
New York, NY
Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry. Overview: Acting as the Ambassador of the Stella McCartney Brand, inspires and develops a diverse team to successfully reach quantitative and qualitative targets by providing a unique in-store experience to the clientele.
Owner and responsible for the achievement of the store target and the growth of the business, implement and maintain concrete actions in line with Brand strategy, ensuring operative functioning and correct management of product, visual merchandising and operations, and the management of personnel in line with the "Retail Excellence" program, company policies and procedures.
BUSINESS & SALES PERFORMANCE: Drive Sales Target Achievement:
- Drive the achievement of the annual sales targets/budget/forecast in accordance with the guidelines received by the company.
- Analyze and monitor store KPI'S on a daily, weekly and monthly basis to implement immediate and long-range action plans.
- Device and execute strategies for sales generation to meet monthly goals including Sales Consultant & Team incentives.
- KPIs: Store Sales Targets:
- Guarantee financial results of the store through effective management and monitoring of margins, stock and personnel costs.
- Optimize the store contribution and monitor personnel costs keeping in line with the set budget/forecast and by developing the KPIs
- KPIs: Store Contribution:
- Push ongoing growth of the store's turnover through regular feedback to the Buyers on merchandise, stock availability and sell through analysis.
- Update Sales Consultants on business, focusing on sell through
- Monitor the team and ensure up selling and cross selling techniques are mastered
- KPIs: Sell through, Sales qty, UPT/AVT
- Lead and motivate all team members by being a role model and setting exceptional example to the team
- Constantly monitor staff KPIs achievement and coaches each team member, defining specific improvement plan through "one to one" monthly meeting
- Carry out the yearly appraisal for all team members, following the Company's procedure and providing constructive and comprehensive feedback, as well setting individual objectives for development
- KPIs: Staff Turnover, % Monthly One 2 One form, Annual Performance Appraisal /Internal Survey
- Responsible for the Brand and product knowledge of the team, ensure the efficacy of the Induction plan to the new staff and provide constant in-store training sessions to all the team
- Understand training needs and liaise with the regional HRBP and Retail Trainer to develop ways to implement training needs
- Coach and continuously monitor the execution of the Stella McCartney Client Experience to achieve the best quantitative and qualitative business results
- Guarantee the team complying with Uniform and Grooming Standards
- KPIs: N. of People Trained, Report on time spent on Retail Portal (TBD), Mystery Shopping, Store Visits
- Guarantee an optimum relay of information within the store and an excellent and transparent ascending and descending communication flow
- Conduct daily morning meeting to updates staff on business performance and initiatives
- Take ongoing actions around Sales Consultants motivation (i.e. Store Contest) according to the sales and brand strategy and acting as their coach & mentor
- KPIs: Internal surveys
- Manage recruitment, ensuring the team profiles match accordingly to Stella McCartney people value and brand strategy.
- Evaluate and promote career development of the team in cooperation with the regional Retail Director/Manager and HRBP
- Identifying performance issues, manage them with the involvement of the Retail Director/ Manager and the people & culture team to ensure Company obligations are always met to ensure a fair and consistent processed is followed
- Co-ordinate Rota and overtime, ensuring the appropriate staff coverage in the store by providing sufficient time management (ex. holiday plan, maternity leave) limiting the use of agency staff
- KPIs: Annual Performance Appraisal, Sales x FTE, % Personnel cost vs net revenue
- Responsible for the development of the stores external relations within its competitive environment - marketing, merchandising, local activities etc.
- Proactively follow current luxury fashion trends, industry news, technology, and key competitors in the local market
- KPIs: Feedback to Retail Manager, Feedback to Buying/Merchandising dept.
- Develop and promote a loyal clientele through concrete initiatives leveraging all clienteling tools (client book, CRM) according to the sales and brand strategy
- Act as the Ambassador for the brand within the market and build relationships with local and VIP clients.
- Work closely with the regional marketing team and coordinates events
- Ensure all team members spend time contacting clients to build the relationship and drive traffic to the store.
- Liaise with the Clienteling and CRM department for in-store events, special launches and managing the operational tasks required prior, during and after the events/launch in store. The store manager takes ownership of in-store events at OBS.
- Responsible for creating the report of the events
- Work with the store team to strategically increase the monthly appoint-ment and consignment rate agreed with the Store Manager
- Consistently lead the team on best practice for executing a "once in a life time" experience and after sales experience, increase and retain customer loyalty and lead the client development from High Potential to VIC, from VIC to VVIC.
- Responsible for the store team accuracy in using POS, Clienteling App and other software as required, lead by example in securing a loyal database update.
- KPIs: Client Data Capture, Traffic, Conversion rate, Customer Retention, Appointment and consignment rate
- Ensure the Stella McCartney clients are receiving unique experiences and satisfaction in line with Brand guidelines
- Demonstrate sales leadership by having an active role on the selling floor through client engagement with all customers and ensuring the highest level of in Stella McCartney Customer Experience is provided and NPS goals are met, being the point of contact for any complaints/dissatisfactory experience received via NPS
- Ensure client satisfaction resolving problems/complaints with optimal solutions and proactively liaise with the team or other relevant colleagues to identify and solve urgent issues
- KPI's: NPS, Store Visit Check List
- Ensure that the image of the store and the people are executing at the highest standards at any time according to the Company guidelines
- Guarantee the implementation of the visual merchandising guidelines in accordance with the VM Dept ensuring the correct installation, product display and in-store merchandising is executed
- Guarantee maintenance of the store in line with budget requirements and the Store Planning Dept rules
- Guarantee health, safety and security regulations are duly accomplished: ongoing control of store security and compliance with procedures Guarantee effective management of store housekeeping
- KPI's: Mystery Shopping/Store Visits
- Manage administration tasks and reporting
- Guarantee store operations: stock delivery, replenishment,regular and year-end inventories, pricing and discount policy and any other legal requirements
- Manage store operations in the most effective way whilst minimizing cost through headcount and operating costs including couriers, postage, alterations & and other outsourced work
- KPI's: OPEX Budget Reviews
- Monitor stock optimization within the store and perfect flow of merchandising
- Ensure a sense of urgency in the store for immediate reactivity to stock issues and seasonal returns
- Guarantee effectiveness of returns, repairs and claims procedure
- KPI's: Annual stock takes
- Previous experience in a similar management role, ideally within a boutique setting.
- Fluent in English, other languages a bonus.
- A highly talented and creatively driven individual with a successful performance record and a demonstrated ability to deliver commercial results and retail excellence
- Ability to quickly establish strong credibility with team members and external resources
- A performance orientation and strategic mindset
- The ability to, drive and desire to deliver outstanding results
- Creative, with a strong touch for product
- Confident strong leader, innovative with visionary business sense and style
- A strong communicator with analytical and organisational skills
- Employee discount
- Exclusive staff sales and sample sales
- Flexible working/core hours
- Maternity/paternity enhanced
- Fitness membership (Classpass) and onsite yoga
- Volunteer and Birthday leave
- Employee referral bonus
- Financial Wellbeing Support Services
Posted 2025-10-18
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