Shop Manager

Job Description There is an opportunity for a shop manager to join the twentytwentyone team in London. We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where everyone is treated with dignity and respect.

If you need any reasonable adjustments during the recruitment process, please let us know. About twentytwentyoneEstablished for over 30 years, twentytwentyone is one of Londons leading retailers of classic and contemporary design.

Specialising in premium furniture, lighting and accessories from the worlds most respected designers and manufacturers. Its reputation has been built on exceptional customer service, specialist product knowledge and a carefully curated collection of internationally recognised designs, alongside new work from emerging designers.

The roleWe are looking for an experienced, commercially minded and passionate shop manager to lead our retail team. This is a hands-on management role requiring an individual who can inspire a team, drive sales, maintain exceptional customer service and oversee the smooth day-to-day operations of the shop.

You will manage a team of around ten and take ownership of the shop and showrooms commercial performance, ensuring high operational standards while creating an engaging environment for both customers and staff. The successful candidate will bring strong retail management experience, a genuine enthusiasm for design, confidence leading people and the ability to make sound commercial decisions independently.

Key responsibilitiesSales and commercial performance:drive retail sales to consistently achieve or exceed monthly/annual sales targetsmonitor daily, weekly and monthly sales performance, taking proactive steps to address any shortfallsdevelop strategies to increase footfall, order value growth, conversion rates and repeat businessbuild and maintain long-term relationships with clients to encourage customer loyaltyensure all sales opportunities are captured accurately and progressed efficiently through Shopify POS and Sage to maximise enquiry conversion through fast response timeswork closely with the buying team to ensure the product mix reflects customer demand, current design trends and the need for inspiring displaysanalyse sales reports and product performance to identify trends and opportunitiesidentify slow-moving stock and develop merchandising strategies to improve sell-throughsupport the launch of new collections, supplier events and in-store promotions to drive customer engagementmonitor competitor activity and market trends, making recommendations to maintain competitivenessTeam leadership:lead, motivate and continual development of a team of effective sales employeesmanage staff rotas, day-to-day supervision and team performancerecruit, onboard and train new team members, ensuring they are successfully integrated into the businessconduct regular probationary and annual performance reviews, setting objectives and supporting staff developmentidentify training and development opportunities to help team members reach their full potentialmanage employee relations and handle day-to-day HR matters professionally and confidentially, working closely with the companys external HR advisers where appropriateaddress performance, attendance and disciplinary matters in line with company policies, seeking guidance from the external HR service when requiredencourage excellent product knowledge and consistently high standards of customer service through internal and external training and product focus presentationsfoster a positive team culture built on accountability, communication and continuous improvementCustomer experience:deliver an exceptional customer experience from initial enquiry through to delivery and after-sales supportbuild lasting customer relationships and support clients from other departments, including web and contracts, where requiredsupport the team in resolving customer complaints and after-sales issues professionally and efficiently, prioritising customer needs whilst considering company costs and profitabilitymonitor all customer orders to ensure they are progressing as expected and that any delays or issues are identified and addressed promptlywork closely with suppliers, logistics partners and internal departments to ensure customer expectations are met or exceededpromote a culture of accountability, attention to detail and outstanding customer care across the teamStock and operations:maintain accurate stock records within Sage and via Shopify POSoversee stock room organisation and weekly stock movementsliaise with warehouse and purchasing team regarding stock availability and replenishmentensure web picks for web orders and click and collect orders are managed efficientlyoversee stock take operationsVisual merchandising and supplier relations:oversee the visual merchandising of the shop, ensuring displays are inspiring, commercially effective and reflect the twentytwentyone brandplan and refresh the shop window and key shop displays in line with seasonal trends, new product launches and sales performance, on a rolling program either monthly or bi-monthlyreview product performance by display location and identify opportunities to improve product visibility and sales through effective merchandising and placement instoreregularly update and rotate shop displays, with a target of refreshing key areas approximately every two months (windows monthly) to maintain customer interest and maximise saleswork closely with the purchasing team to ensure featured products are available and appropriately representedbuild and maintain strong working relationships with key suppliers and brand partnersliaise with suppliers to coordinate display materials, product launches, training opportunities and showroom updates and maximising potential from retail referralsstay informed about design trends, new collections and industry developments to ensure the showroom remains current and inspiringShop maintenance and space planning:take overall responsibility for the presentation, upkeep and maintenance of the shop, ensuring it is always maintained to the highest standardmaximise the effective use of shop space, reviewing layouts regularly to improve product presentation, customer flow and sales opportunitiesidentify and report any maintenance issues or repair requirements that require external support to the directors in a timely mannercarry out minor maintenance tasks and touch-up painting following display changes or showroom moves where requiredoversee the changeover and refreshing of display areas, including furniture, lighting and accessoriesreconfigure lighting displays to support new product launches, merchandising initiatives and seasonal updatesthe role includes practical showroom tasks such as using ladders, moving displays and changing lighting.

These tasks may be carried out personally, delegated to trained team members or completed with appropriate support and reasonable adjustmentsensure the shop environment remains safe, well organised and visually inspiring for customers and staff at all timesSkills and experienceThe successful candidate will demonstrate:relevant retail experience, including experience of leading a team.

Experience in a design-led retail, furniture, interiors or premium customer-service environment would be helpful but is not essentiala proven track record of achieving and exceeding retail sales targetsstrong leadership skills with the ability to motivate, develop and inspire a teamexcellent customer service and relationship management skillsa genuine passion for contemporary furniture, lighting and designstrong organisational and administrative skills with excellent verbal and written communicationeffective commercial awareness and the ability to interpret sales data and identify opportunitiesthe ability to make well-informed commercial decisions, using relevant information and seeking input where appropriatethe ability to work proactively, use initiative and prioritise effectively in a fast-paced retail environmenthigh attention to detail and a commitment to accuracy across sales, stock and administrationexperience using Sage and POS systems (or similar retail management software)The offer:the opportunity to work with some of the worlds leading design furniture and lighting brandsa key leadership role within one of Londons most respected independent design retailersa collaborative and supportive working environment across several departmentsongoing opportunities for professional development through training and through supplier visitsstaff discount and additional company benefitsEmployee Ownership Trust status and companywide bonus schemeLocation: Upper Street, Islington, London N1 2UAHours: full-time, five days per week, including weekend workingSalary: competitive and dependent on experience

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