Concession Manager- Luxury WRTW brand
Department store, London
£50,000 plus bonus & Package
Our client is seeking an experienced Manager to lead one of its luxury retail concessions. This individual will be responsible for delivering an exceptional client experience, driving commercial performance, and leading a high-performing team.
The successful candidate will oversee the day-to-day running of the concession, ensuring the highest standards of service, visual presentation, operational excellence, and team development. Acting as the key liaison between the concession, store management, and the wider retail business, they will play an integral role in driving both client engagement and business success.
Key Responsibilities
Leadership & Team Management
- Lead, inspire and motivate the concession team to achieve sales targets and key performance indicators.
- Coach and develop team members through regular feedback, training and performance reviews.
- Foster a positive, collaborative and high-performance culture.
- Oversee recruitment, onboarding and ongoing development of the team.
- Manage team rotas, scheduling and daily floor coverage.
Client Experience & Clienteling
- Deliver an exceptional luxury customer experience at every touchpoint.
- Support the team in building and maintaining a strong client book through personalised outreach and relationship management.
- Confidently manage VIP clients and resolve complex customer situations with professionalism and discretion.
- Partner with internal teams to deliver client events, clienteling initiatives and exclusive in-store experiences.
Commercial Performance
- Drive sales performance by analysing key metrics including sales, conversion, average transaction value (ATV), units per transaction (UPT) and other commercial KPIs.
- Identify opportunities to maximise revenue and improve overall trading performance.
- Monitor stock levels, product performance and inventory movement, escalating any issues where appropriate.
- Ensure the successful execution of product launches, promotional activity and seasonal campaigns.
Operations & Visual Merchandising
- Maintain exceptional visual merchandising standards in line with luxury retail expectations.
- Ensure all operational procedures are followed, including stock management, deliveries, cash handling and compliance.
- Lead stocktakes and inventory control processes.
- Maintain a safe, clean and well-presented retail environment.
Brand Representation & Communication
- Act as an ambassador for the business, representing its values and delivering a consistently elevated client experience.
- Build strong working relationships with store management and cross-functional teams.
- Provide regular feedback on client insights, product performance, market trends and commercial opportunities.
- Ensure clear and effective communication between the concession team and the wider retail business.
Skills & Experience
Essential
- Previous management or senior sales experience within luxury fashion or premium retail.
- A proven track record of leading, motivating and developing high-performing teams.
- Strong clienteling skills and an excellent understanding of luxury customer service.
- Commercially minded, with the ability to interpret sales data and drive performance.
- Excellent communication, organisational and problem-solving skills.
Desirable
- Previous experience managing a concession or standalone luxury boutique.
- Experience working within a premium department store environment.
- Additional language skills.
- A strong understanding of luxury ready-to-wear, styling and current fashion trends.
