Retail Excellence Manager

Description

At Footasylum, we're obsessed with giving our customers the best experience on the high street. The Retail Excellence Manager will be the driving force behind delivering exceptional service and turning every store visit into a sale.

You'll set the standard for how we connect with customers, train our teams to sell with confidence, and make sure every store is smashing its service and conversion goals.

Experience with service-first, experiential retailers is highly valued, as these environments demand the perfect blend of brand storytelling, customer engagement, and commercial focus.

Key Responsibilities

Service Excellence

Define and roll out Footasylum's service standards across all stores, ensuring every customer gets a best-in-class experience.

Partner with Area and Store Managers to embed service behaviours that reflect our streetwear culture and brand identity.

Carry out service audits and in-store observations to spot opportunities and coach on the spot.

Lead service training and refreshers for retail teams, keeping delivery authentic and relevant to our customers.

Monitor customer feedback, reviews, and satisfaction scores to create targeted improvement plans.

Conversion & Sales Performance

Analyse store KPIs (conversion, ATV, UPT, and footfall) to identify performance gaps.

Work with merchandising and retail operations to remove barriers to selling - whether that's stock flow, product presentation, or staff deployment.

Lead conversion uplift projects for underperforming stores and track the results.

Coach teams on effective selling skills inspired by premium retail techniques, from active listening to upselling and cross-selling in a way that feels natural.

Share best practice from top-performing stores and draw on high-touch service models

Coaching & Capability

Oversee a retail excellence team whose aim is to deliver industry leading service

Be a visible presence in the field, supporting Store and Assistant Managers with hands-on coaching.

Develop conversion champions within stores to keep momentum going between visits.

Collaboration

Work with Retail Operations to ensure service and selling are built into daily store routines.

Partner with HR / L&D to keep training content fresh, interactive, and reflective of the Footasylum customer.

KPIs & Measures of Success

Conversion rate growth across stores.

Improvement in average transaction value and units per transaction.

Increase in customer satisfaction and positive feedback.

Reduction in performance gaps between top and bottom quartile stores.

Service audit pass rates.

About You

Experience working with some of the highstreets best, fast paced, customer centric environments where sales and service quality are paramount to creating great customer experiences.

Strong analytical skills to interpret performance data and take decisive action.

A confident coach with the ability to inspire and influence at all levels.

Experience delivering measurable improvements in service, conversion, and customer loyalty.

A natural connection with youth culture, streetwear trends, and the Footasylum customer mindset.

Diversity

We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are building products and services. We know that this will help us build useful and accessible things which our customers will love. This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences and backgrounds.

Recruitment Process

We'll help make the interview process as transparent and stress-free as possible.

We review applications individually, and if we feel you would be a good fit, we'll invite you for a call or Teams video for an informal chat about the role and to see if we're a good fit for you.

We value open and honest conversations and collaboration, allowing you to learn about our work in an informal and friendly environment. We want to know about you and why you feel this is your opportunity.

Please note this is not a remote role, and we expect that you will be able to attend Head Office in a hybrid way in Greater Manchester.

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