Selfridges London Concession Manager

The ME+EM Concession Manager is an entrepreneurial lover of clothes, who is dedicated to customer service, team morale and driving results. You are responsible for overseeing overall concession operations, managing team performance, and leading by example. Your focus is that all concession aspects, ranging from inventory management to visual merchandising, reporting and finance management all run smoothly. You have a thorough understanding of the brand vision and stay up to date with industry trends. You understand the role of retail in our omnichannel business while representing the brand ethos.

This role requires candidates to have the flexibility to work across 7 days a week, with 8 hour shift working patterns. These shift patterns range from 8am-9pm. 

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ME+EM Culture

At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and aren't afraid to take risks. Everyone contributes to our success at all levels, and that's precisely what makes being a member of the team so rewarding. 

Our office and stores are always busy and fast-paced, but we work just as hard to make sure it’s fun, with monthly socials, activities and bi-annual parties. We pride ourselves on being approachable and supportive, and we make sure that everyone has a voice with employee-led committees and quarterly town hall meetings, and that everyone’s hard work is rewarded. Our values lie at the core of who we are as a business, how we operate and what we strive to be for our employees. We pride ourselves on being a Family, Fearless, Focused and Fashionable.

It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.  

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Responsibilities:

People Management 

• Host interviews and store trials and will seek support from the Head of Retail during the interview process for Selfridges
• Carryout regular feedback meetings, 3-month probation reviews, annual appraisals, and performance meetings for all concessions staff
• The first point of call for all people related issues within concessions and will loop in the HR manager and Head of Retail for regular support
• Create monthly rota effectively to cover both logistics, VM and trading hours for the concession
• Manage staff admin including hours worked against what is recorded in Humanity, ensure regular breaks are taken and casual contractor invoices are correctly and submitted in time for payroll
• Manage staff admin in regard to sickness monitoring, return to work interviews and providing additional and individual support and guidance
• Keep up to date with company polices and ensure the team are trained in all areas of compliance with the support of the Compliance manager
• Keep up to date with concessions polices and ensure the team are store approved
• Understand the store target and relay this to the team
• Work toward financial plans set by Selfridges
• Manage staff uniform and dress code policy
• Identify training needs and arrange training sessions to fill the gaps with the Compliance Manager, Head of People and Head of Retail or any external resources

Customer 

• Work toward set objectives and feedback regularly to the Head of Retail and MT to ensure their store always has the best chance to achieve optimum results
• ​Confident in building organic and long-lasting relationships with customers
• ​Aware of the importance of CRM and personal styling
• ​Maintain and develop key relationships with personal shopping departments within Selfridges
• ​Build a Me + Em database alongside meeting client capture expectations for Selfridges
• ​Promote where possible the omni channel experience and collaborate with neighbouring concessions to enhance client experience

Product

• High level of product knowledge which can inform merchandising actions, stock movement and replenishment for Selfridges
• Work closely with merchandising to edit stock pack according to trends in each location
• Ensure the store display represents the design intent for each garment with the support of the VM manager
• Oversee concession specific VM actions and align look and feel for both Selfridges
• Connect with Selfridges Exchange to ensure look and feel translates across the business
• Ensure the protection and use of stock is in the best interests of the business
  *Some locations will have the additional support of a stock room controller. Ensure this individual is set up for accuracy and success in all back of house tasks*
• Lead the store recall process, monitor, question and be accountable for the accuracy of stock
• Understand loading bay, delivery schedules and logistics for Selfridges.

System 

• Adapts easily to system changes and leads these in a positive manner to the teams
• Work alongside the Customer Care team and other operational functions to ensure policies and procedures are aligned to ensure the best customer experience is achieved
• Understand Elucid as well as Selfridges till functions

Skills and Experience Required:

• 3-5 years of experience in people management is preferred 
• Commercial understanding of modern luxury
• Confident in Visual Merchandising
• Able to provide examples of exceptional results in Retail
• An enthusiasm for concession management and Brand leadership
• Team player, communication skills, positive attitude, proactive, can-do mindset
• ​Able to provide examples of leading by example, developing others and contributing to the success of the company
• Leading recruitment for your concession

​Employee Benefits:

• 25 days annual leave + 8 bank holidays and a day off to celebrate your birthday
• Discretionary annual bonus scheme
• Generous Staff Discount of up to 70% off
• Various Health and Wellbeing insurances
• Cycle to Work and Tech Scheme
• Length of Service Award
• Refer a friend incentive scheme
• Monthly social and wellbeing events, annual summer, and Christmas parties
• Mental Health Awareness and First Aid training
• Sample sales
• Real Living Wage Employer

​We are an equal opportunities employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. Minorites, LGBTQ+ candidates and individuals with disabilities are encouraged to apply.

When uploading your CV, please do not include any symbols in the name, otherwise the system will not accept your application.

Please email [email protected] should you require any adjustments needed to take part in this recruitment process

Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.