Role Overview
Main Purpose of the Role: The Flagship Manager’s main responsibility is to maximise sales and profitability whilst developing and retaining high‑performing teams.
Key Responsibilities
Customer First
* Deliver a customer‑first experience that exceeds expectations.
* Coach teams to ensure a consistent customer‑first approach.
* Ensure consistent product training and knowledge to provide unbiased customer advice.
* Lead the team to deliver a green mystery shop result KPI.
* Exceed sales targets and deliver LFL growth, ATV, AUS and conversion.
* Maximise O&P opportunities for omni‑channel focus.
* Meet company acquisition and participation targets for NDULGE.
Communication
* Announce sales, ATV, AUS and conversion targets to the team on a daily, weekly and monthly basis.
* Communicate clearly and concisely with all internal and external partners to drive business opportunities.
Commerciality
* Identify innovative opportunities to maximise business.
* Analyse all available business reports to review store performance weekly, monthly and yearly.
* Make decisive suggestions to drive commercial excellence – sales, promotions, new launches, VM and rate‑card execution.
* Drive treatment room and chair bookings and maintain standards.
* Stay ahead of current trends, brand‑specific, social media and customer profiles.
Team
* Recruit and retain diverse teams that support the customer‑first experience.
* Create an inclusive, welcoming and approachable environment for employees.
* Deliver feedback and manage performance in line with company processes using the NHANCE platform.
* Identify key in‑house ambassadors/specialists to drive results in specific areas.
* Ensure team members are efficient on all operational tasks, driving action‑lead rather than problem‑driven approaches.
* Support development of the management team, succession planning and future growth.
Leadership
* Lead, motivate and inspire the team – be a role model.
* Coach and develop teams and individuals to achieve their full potential.
* Lead change and innovation, supporting new ideas and initiatives to evolve the retail experience.
* Challenge and inspire the team to elevate every aspect of the store experience – service, stock and VM.
* Coach and empower the management team to take initiative and oversee all levels of customer service and operations.
* Conduct thorough floor walks with management and the team on a regular basis, providing constructive feedback and setting goals.
* Maintain floor presence by leading by example.
* Assume total accountability for store H&S and uphold company procedures to protect employees and customers.
Store Operations
* Ensure the store is maintained in line with company maintenance and Health & Safety standards.
* Understand and adhere to all company loss‑prevention practices.
* Manage payroll spend within budget through effective scheduling and people planning.
* Maintain stock file accuracy, adhere to stock handling policies and minimise loss in line with stock‑loss targets.
Qualities
* Deliver a customer‑first experience and lead coaching.
* Analyse commercial reports to drive business opportunities.
* Identify performance behaviours and competencies with the team.
* Build strong working relationships with support office departments.
* Strong communication, prioritisation and organisational skills.
* Lead by example, be a positive role model.
* Value honesty and integrity in working relationships.
* Manage change and adapt to rapidly changing priorities and deadlines.
* Delegate tasks and follow up effectively to ensure completion.
All applicants must have the right to live and work in the UK.
Space NK are an equal opportunities employer.
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