Retail Store Manager

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice, and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognized internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

Your role:

We’re in business to save our home planet. Your role will contribute to this purpose by effectively managing our Retail Store in Manchester.

Customer Service

• Instill in your employees the meaning and importance of customer service as outlined in the retail philosophy, “our stores are a place where the word ‘no’ does not exist.” Empower staff to use their best judgment in all customer service matters.
• Promote and monitor quality service among staff through training and by acting as a positive role model.
• Create seamless customer service by making every effort to find merchandise for customers if an item is not in stock.
• Be personally available to all customers to communicate and identify their needs and address their questions or concerns.
• Develop our Patagonia customer service.

Budgeting and Planning

• In conjunction with the Retail Manager, review the fiscal revenue, expense and profit goals for the store.
• Ensure that goals will be met through appropriate planning and organizing of staff, inventory, and expenses for short and long-term success.
• Develop and monitor the capital expense budget to ensure that the store is properly maintained and upgraded to meet the high maintenance standards.
• Maintain expenses measured as a percentage of sales.
• Meet or exceed budgeted margin contribution.
• Make staff aware of sales goals.
• Monitor a loss prevention program to protect the company’s inventory and assets.
• Take necessary action to lower expenses if sales goals are not being met.

People & Culture

• In conjunction with the People & Culture EMEA team, hire people who pursue passions that relate to our products and philosophy.
• Inspire employees so that each person contributes to the productivity of the store.
• Maintain staff levels that allow for the best possible customer service.
• Delegate workload appropriately and effectively.
• Write performance evaluations and goal assessments on all team members.
• Ensure that reviews are given on schedule and documentation is received in People & Culture according to the guidelines outlined by the People & Culture Department.
• If disciplinary actions are necessary, please work with People & Culture to ensure compliance with company policies and local laws.

Communication

• Communicate with the District Manager at least once a week to ensure the store’s performance regarding customer service, events, and local issues are shared.
• Hold regular staff meetings and keep track of actions.
• Maintain open and positive relations with all functions.
• Maintain feedback loop to designers and buyers with customer and employee opinions and feedback.
• Work with the allocator to establish the inventory levels for your store.
• Ensure that company policy and procedures are communicated in a timely manner and adhered to accordingly.

Leadership, Training and Staff Development

• Develop and support a positive attitude amongst the team.
• Maintain employee attitude and morale by recognizing outstanding performance and service.
• Motivate and develop staff in order to encourage their professional development.
• Maintain training standards to ensure both product and systems expertise that will improve store operations and allow for better customer service.
• Provide an “open door” policy where employees are free to express their concerns and feelings without fear of retribution or ill will.
• Develop a pool of potential store managers/supervisors to meet the long-range retail and company objectives.

Merchandising/Marketing

• Maintain high merchandising values that reflect the Patagonia image by being creative, educational, inviting, and expressive.
• Work in conjunction with the marketing department to develop an advertising or promotional plan that will maximize retail sales for your store.
• Assist the merchandising coordinator in developing a merchandising plan each season that enhances product presentation, includes signage or POP, and makes that store an easy place to shop.
• Maintain a regular schedule of events and campaigns addressing environmental and social issues.

Environmental engagement

• Drive the local Patagonia environmental agenda in close contact with the Amsterdam-based Enviro team and the local Marketing and Enviro Manager.
• Organize and lead various environmental events held in the store to support the local NGO community and drive relevant traffic.
• Engage with and acquire local NGOs to connect with the Patagonia brand and retail store.
• Distribute a seasonal amount of local grants to support the local NGO base.

Legal Compliance

• Work with People & Culture to ensure that the store is in compliance with country employment laws, including wage and hours, human rights and equal employment opportunities.
• Maintain safe working conditions for employees and customers. Resolve safety concerns quickly.
• Ensure store security from internal and external theft and know proper apprehension and prosecution procedures for your country.

What we’re looking for

• An inclusive mindset
• A love of the outdoors
• An interest in saving our home planet and having an impact through your work
• Demonstrable experience in a customer-facing leadership role; experience in retail store management will be preferable
• Strong team management skills are a must, with demonstrated ability to build effective teams, coach and motivate employees
• Professional fluency in English
• Willingness to set and maintain high standards of performance
• Knowledge of effective merchandise presentation standards
• Budget management experience
• Understanding of basic retail concepts (gross margin, markdowns, KPIs, P&Ls)
• Proficient in Microsoft Word, Excel, and Outlook; Knowledge of Retail pro or similar will be a plus
• Strong initiative and leadership skills
• Entrepreneurial mindset
• Excellent organizational skills
• Flexibility, ability to adapt quickly and react positively to business needs and changes in strategies
• Strong problem-solving skills

It’s a Plus if you have

• Patagonia product use/knowledge
• Personal or professional experience with outdoor sports is preferred.

Why join our store?

Our stores are designed to be hubs for our communities, where we inspire, educate and engage with environmental and social defenders and those who love wild places and outdoor sports. For example, we support local groups with grants, donations, volunteers, advocacy, and events.

You will join a passionate team working to protect the wild places around us and changing the retail industry for the better, whilst having fun together.

Perks

At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.

Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our EMEA team feels included, respected and empowered, regardless of their race, color, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability, or age.

At Patagonia, we strive to have inclusive representation within our organization and embrace a diverse mix of talent to contribute to our culture. We actively seek applications from Black and People of Color (BPOC) and other underrepresented groups.

As we are in business to save our home planet, we can only do this together.

Please make sure that your CV and cover letter are in English.