Store Manager

LUSH; Kingston upon Thames; On-site; GBP 25,000 - 35,000

Job description

Diversity matters

We are building a brand that represents the people of the world. It's what you do that counts, and we are always looking to expand perspectives and voices to shape our future.

We see you, we celebrate you, we want you!

Who we are

You might know us as the inventors of the bath bomb, but there's more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good.

The Living Wage Foundation's statement 'a hard day's work deserves a fair day's pay' is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what's inside that counts - whether that's an ingredient in a product, or the minerals in a smartphone.

The role

As a Store Manager, your primary focus will be crafting and delivering unparalleled customer service and experiences. You will wield the autonomy to cultivate a team that shares your passion for creating memorable interactions with our customers, fostering an environment where every visit is not just a transaction but a delightful experience. You'll also look to build strong connections within your local community, with other businesses and with charity organisations and campaigning groups. Your dedication to outstanding customer service will be the driving force behind the growth of your business, and we are here to empower you in achieving this mission.

You will be responsible for creating and executing "top box" goals for both the store and your team, ensuring that every decision aligns positively impacting these. You will constantly evaluate progress towards these goals, you will shape the team structure to optimise performance. The team structure for your shop is your responsibility to get right. It's up to you to effectively recruit and upskill all members of your team for the roles that you need. Which roles, what staff, and how many hours you use is down to you.

People are at the heart of our business. We want you to enjoy and challenge yourself, build a career, and teach us what we don't know, so we've created a culture where your job description is a starting point, not an end goal. Our working style is flexible, fluid, supportive, and authentic. We value your drive to push boundaries, try new approaches, and continually enhance the customer experience, and you can count on our full support in these endeavours.

Key information

Contract hours: 32-40 hours

Contract type - Fixed Term - 9/12 months parental leave

What will you be responsible for as a Store Manager?

• Lead and inspire your team to deliver exceptional customer experiences, fostering a welcoming and vibrant shop floor.
• Drive sales growth by analysing key business metrics, setting targets, and maximising sales through events, parties, and outreach initiatives.
• Ensure the shop is well-stocked, visually appealing, and product displays are adjusted to reflect current sales trends and seasonal changes.
• Manage the shop's financials, controlling staffing, operational costs, and stock levels to maintain a healthy retail margin.
• Recruit, train, and develop a diverse and talented team, ensuring they are well-prepared to meet sales and service goals.
• Foster a positive work environment through effective communication, regular team check-ins, and promoting work-life balance.
• Plan and implement in-store and external events, collaborating with the PR team to enhance the shop's visibility and attract new customers.
• Ensure the shop operates within established Lush guidelines, creating internal processes where necessary to suit your shop's unique needs.
• Promote safety and well-being within the team, ensuring a secure work environment and access to support resources.
• Monitor sales trends and local customer needs, adjusting opening hours and staffing levels to maximise trading opportunities.

Skills, Knowledge and Expertise

Customer Service: A genuine passion for delivering exceptional customer service, leading by example, and ensuring your team is providing 5-star service. Our stores are an oasis of kindness, where we aim to deliver memorable experiences that make our customers day. A Store Manager is at the helm of this, and should be motivated by this.

Management Skills: Able to navigate difficult conversations, set and manage expectations and support your management team. A Store Manager must balance the needs of the business, along with ensuring the team's morale is maintained and motivated.

Teamwork: Consistently leading by example on the shop floor, working with your team to achieve your top box goals, and maintaining a positive and supportive work environment, through the development of your team.

Communication: Strong verbal communication skills to share business messages throughout the store, as well as working with your retailers and surrounding stores.