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JOB TITLE: Store Manager

ROLE TYPE: Full time

DEPARTMENT: Retail

REPORTS TO: Head of Retail & Client Services / Market Manager

LOCATION: Bicester Village

SALARY: Competitive

COMPANY PROFILE

Orlebar Brown launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in.

Today, our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. We have multiple product releases, including capsules, new categories and services, over the calendar year to maintain excitement, and interest for our customers.

Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to ‘Holiday Better’. This is our purpose and why we get out of bed every morning.

The brand has rapidly gained global recognition and is sold through online, more than 30 O .B stores, and the best retailers and hoteliers in the world.

Our customer is truly international, so whether they are in St Barth’s for Christmas with family, Miami for a wild Spring break, a conference in Dubai with a few days off, tacking a boat off the coast of St Tropez, volunteering to replant mangrove plantations in Puerto Rico, walking along a cliff top in Cornwall, or diving off one into a beautiful blue ocean then O .B should be there to help you do it better.

Our business is built on relationships with those customers, and we strive to maintain our relationship with them, wherever they might be, and provide world class service, when and where they want. It is also built on finding new customers to the brand by welcoming them to join the ever-growing O .B community.

THE POSITION

The store manager is there to lead the store as part of the wider retail team to deliver world-class client experience, excellent retail operations and commercially minded trading. The role is focused on coaching and inspiring the team to deliver the purpose of the brand and to help our customers to Holiday Better.

The Manager inspires their sales team and develops a sales strategy for proactively managing the performance of their stores. The Manager is accountable for the store and must lead and motivate the selling teams, ensure customer satisfaction, maximize profitability and productivity and comply with all company policy and procedure. They are accountable for the quality of training and development of their sales teams and for delivering world class KPI results.

KEY RESPONSIBILITES

TEAM

• Transplanting the culture of the brand into the daily lives of the store team in order create a ‘Feel Summer’ atmosphere in store.
• Recruit the best quality candidates possible – focusing on finding team members who naturally understand the brand and can instantly build a deep rapport and relationship with our customers.
• Successfully induct team members in order to make sure they are confident to deliver the expected service, product knowledge and operational standards.
• Train and coach existing team members daily and in the moment. Feedback should be a constant cycle and given every day. Also work on longer term personal development plans for your team helping them to grow within the brand.
• Organise regular team and individual team member meetings to review top line performance, personal performance and set action/training plans to support your colleagues.
• Be experienced in providing informal ‘nip it in the bud’ style feedback, as well as confident in dealing with more formal processes, to ensure the team are delivering the expectations of the brand.
• Work with the wider business to ensure that the team have access to training materials and that they are eloquent in terms of brand stories, product information and service styles/techniques.

CUSTOMER

• Our customer must be at the heart of everything we do – maintaining a world-class in-store experience is the most critical aspect of your role.
• Drive client metrics – including CRM Capture & Subscription, Founder Outreach and Client Communications. Monitor store KPI’s including 2nd purchase rate, lifetime customer spend and attrition/retention.
• 80% of your time should be spent on the shop floor working alongside the team, welcoming our clients, and ensuring their experience is in line with the brand expectations.
• Lead from the front in terms of customer service and clientelling. You will personally contribute towards the revenue of the store and will build your own personal client book.
• Be able to build an instant rapport and connection with customers and share their enthusiasm for travel and life experiences. Have a wanderlust and desire to do and learn more.
• Work as part of the global store network – introducing clients to other stores and services as part of our Holiday Better purpose.
• Be knowledgeable and understand our customers lifestyles and priorities.
• Work with the team to develop follow up plans for each client after they have left the store and deliver the clientelling strategy at store level.
• Coach and train the team members on the utilisation of our Clientele System, as well as actively using it personally to keep in contact with clients.
• Gather customer feedback and insights and share with wider business.
• Be able to present yourself well and dress yourself in a considered and detailed manner.
• Excellent proficiency of both written and spoken English, and other language skills are helpful for the role.
• Ensure that customer communication is in line with company framework and guidelines to ensure quality and consistent approach. Utilise the reward and recognition programmes available as part of the motivation for store teams to engage with customers on broader relationships.

OPERATIONS

• Establish a total service approach to retail. We believe that each store is a critical point of contact for customers and potential customers, but your role is to ensure that it behaves as part of a global network across all formats (Web /other stores and retail formats/ other retailers).
• Interpret data from the retail dashboards and translate this into real-world, actionable tasks for your team.
• Ensure that the presentation and operation of the operation of the physical store are maintained and efficient. Creating excitement through visual presentation of collections.
• Executing company initiatives and providing feedback on how to improve or adjust for market specific considerations.
• Support with additional customer focused tasking – including supporting our Concierge Team and helping fulfil product to 3rd party sales platforms.
• You should be capable of understanding performance of your store both directly and indirectly.
• Formulating business plans to improve store performance – carefully interpreting data and KPI’s to make informed decisions. You will be expected to provide feedback and insight to assist with financial planning.
• Provide feedback and opportunity analysis in a considered but ongoing basis across key merchandising and stock processes.
• Report weekly, monthly and quarterly on store performance – giving informed and analytical feedback.
• Ensure budgets and costs are managed in line with expectation. Managing the employment costs and other costs you can control.
• Protect financial assets of the company in terms of your stores and stock holding within them.
• Take accountability for the overall P+L of your store, alongside the halo effect (indirect sales) on the total network.
• Ensure all H&S points are compliant and report any issues to the relevant person.

REQUIRED QUALIFICATIONS

• Ability to form an instant rapport with customers, colleagues and team members.
• Experience in carrying out the responsibilities listed above with a particular focus on the ability to grow client relationships and coach and develop team members.
• Have a shared passion for the brand O .B aspires to be.
• Have a natural openness, honesty and enthusiastic nature.
• Understand how to motivate your colleagues in a positive and forward looking way.
• Ability to lead a team and work as a team member.
• Excellent feedback and informal coaching skills.
• A willingness to take personal accountability for performance.
• You will be able to prioritise multiple activities at the same time.
• You will be able to present to your colleagues and line managers clearly and succinctly.
• Demonstrable analytic and financial skills required by the role and translate these into meaningful actions with you colleagues and team.
• An appreciation and experience of cultures, language, diversity and travel.

WHAT WE OFFER

• Join a diverse working environment of people who we learn from every day.
• The chance to train and develop your skills in a fast working environment
• Competitive benefits package – 33 days holiday for full time employees, prorated at same rate for part timers, great discount on our products, company pension, cycle to work scheme and quarterly social events with the company.

It’s never just a job at Orlebar Brown. It’s a way of life. We live and breathe our brand values – Tailored, Vibrant and Brave. Our team define who we are and how we get the job done.

Direct applications only. Recruitment agencies – thanks for reading, but we’ve got this one covered!

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Private medical insurance
• Referral programme
• Sick pay
• Store discount

Schedule:

• 8 hour shift

Supplemental pay types:

• Performance bonus

Application question(s):

• What are your salary expectations?

Experience:

• retail: 3 years (preferred)

Work authorisation:

• United Kingdom (preferred)

Work Location: One location