Overview
Retail Excellence Manager role at IIRUC SERVICE SA
Retail Excellence Manager | Athlesiure/ Sneakers | Greater Manchester | Salary up to 55k+ Benefits
The Retail Excellence Manager will be the driving force behind delivering exceptional service and turning every store visit into a sale. You will set the standard for how we connect with customers, train our teams to sell with confidence, and ensure every store is delivering against service and conversion goals. Experience with service-first, experiential retailers is highly valued, as these environments demand brand storytelling, customer engagement, and a commercial focus.
Responsibilities
* 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.
* Analyse store KPIs (conversion, ATV, UPT, and footfall) to identify performance gaps.
* Work with merchandising and retail operations to remove barriers to selling (stock flow, product presentation, staff deployment).
* Lead conversion uplift projects for underperforming stores and track the results.
* Coach teams on effective selling skills inspired by premium retail techniques, including active listening, upselling, and cross-selling in a natural manner.
* Share best practice from top-performing stores and adapt high-touch service models.
* Oversee a retail excellence team and support Store and Assistant Managers with hands-on coaching.
* Develop conversion champions within stores to sustain momentum between visits.
* Collaborate with Retail Operations to embed service and selling into daily store routines.
* Partner with HR/L&D to keep training content fresh, interactive, and reflective of the Footasylum customer.
* Monitor and report on KPIs and measures of success, including conversion rate, average transaction value, and customer satisfaction.
Qualifications
* Experience in fast-paced, customer-centric environments where sales and service quality drive great customer experiences.
* Strong analytical skills to interpret performance data and take decisive action.
* Confident coaching ability with the capacity 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 customer mindset.
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Sales and Business Development
* Industries: Strategic Management Services
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