Job Description
Description
As a Retail Sales Improvement Lead, you’ll be the go-to person for driving service excellence and conversion growth across the Footasylum store network.
You’ll work side-by-side with store teams to coach, train, and embed behaviours that turn great service into sales.
Reporting to the Retail Excellence Manager and alongside the Retail Excellence Lead, you’ll focus on delivering measurable improvements in KPIs, ensuring every store maximises its potential.
Key Responsibilities
Service Excellence in Stores
* Deliver Footasylum’s service standards consistently across all assigned stores.
* Coach store teams on engaging, authentic customer interactions that reflect our streetwear culture.
* Conduct service observations and provide on-the-spot feedback to managers and team members.
* Support the delivery of service training sessions both in-store and remotely.
* Use customer feedback, mystery shop results, and NPS data to identify service gaps and recommend fixes.
Conversion & Sales Performance
* Partner with Store and Area Managers to analyse conversion, ATV, and UPT performance.
* Identify sales opportunities and implement quick-win action plans for underperforming stores.
* Train staff on selling techniques including product recommendations, upselling, and cross-selling.
* Share best practices from high-performing stores to raise the bar across the network.
* Work with Visual Merchandising and Operations to ensure store environments are set up to maximise conversion.
Coaching & Capability
* Provide hands-on coaching for store managers and sales teams during store visits.
* Develop sales champions in each store to drive ongoing improvement.
* Support onboarding for new managers and sales staff with service and selling skills modules.
Reporting & Collaboration
* Report on sales and service improvements to the Retail Excellence Manager with clear, actionable insights.
* Work closely with Area Managers to align improvement plans with operational priorities.
* Partner with L&D to refine training content for maximum impact.
* Collaborate with Marketing on campaign execution to ensure messaging drives both service and sales.
KPIs & Measures of Success
* Conversion rate improvement in supported stores.
* Increase in average transaction value and units per transaction.
* Higher customer satisfaction and service audit scores.
* Reduction in variance between top and bottom performing stores.
* Demonstrable ROI on service and sales initiatives.
About You
* Multi-site retail experience in a sales or training-focused role.
* Strong background in service-led selling (experience with premium or experiential brands is a bonus).
* Confident in analysing store performance data and turning insights into action.
* Excellent coaching skills with the ability to influence at store level.
* Passion for streetwear culture and understanding the Footasylum customer.
* Able to work flexibly with frequent travel between stores.
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.