Location

This position is located at 39-41 George St, Edinburgh, , EH22HN United Kingdom

Role Summary

The Service and Selling Manager directs the service, selling, and styling to achieve an engaging and inspiring store environment. This can include development of others, collaborating with key partners, and supporting store operations and visual needs. This role is a key holding position.

What You'll Be Doing

Customer Experience

Selling culture: leads and empowers the team to drive sales and metrics by utilising key performance indicators to set team and zoning goals
Omni-Channel Service: teaches the team to provide a frictionless customer experience by utilising technology to transact in the moment, upsell, and clientele
In-Store Styling: provides the tools needed for associates to deliver an elevated shopping experience through cultivating connections, creating an individualised service and styling experience
Events and Gatherings: hosts, plans, guides, and executes all events in the store to build customer relationships and drive sales

Leadership & Team Management

Customer Experience Management (CEM) leadership: oversees the training, development, and accountability of the CEM program, creating a culture that prioritises service and sales
Stylist program: drives the styling program by empowering styling team members to cultivate relationships, generate new business, and mentor customer associates
Prioritise talent: supports the Store Brand Leader in identifying, hiring, and developing top talent for succession; facilitates onboarding for new hires
Service and selling education: utilises brand resources to host regular fit sessions and training workshops to develop the team’s selling and styling skills

Visual & Business Operations

Business Acumen: collaborates with the Store Manager to assess sales forecasts to accurately schedule support and optimise peak selling hours through team service and selling initiatives, and using Company tools to identify merchant opportunities within product placement, outfitting, and stock levels
Manage operations: takes an active role in opening and closing, restock, standards, cleanliness, IT and facilities issues, and loss prevention efforts
Product Flow: supports product flow processes which include shipment receipt, processing, security tagging, and preparing product for floor placement; leads the team to maintain an organised and efficient back of house
Omni service: oversees the omni customer experience and process to ensure fill rates are maintained and the brand standard for omni organisation is followed

Communication & Relationships

Education and product knowledge: facilitates the sharing of product knowledge, current trends, product priorities, and brand messaging through daily touchpoints with the team
Goals and expectations: sets individual sales goals and selling expectations to cultivate a collaborative selling environment
Customer feedback: shares customer reaction and feedback to inform strategic product moves; fosters a strong relationship and flow of information between the team

What You'll Need

Experience in a management role, working in a fast paced but highly creative and customer focused retail environment
Ability to positively impact results in sales, payroll and stock loss
Proven record of developing a team and talented individuals
Can demonstrate the ability to identify problems and implement creative solutions (back of house, scheduling, organisation)
An appreciation and understanding of the Anthropologic culture and its appeal in the market

The Perks

Work Life Balance:

‘Life Leave’ - one day a year to take time off for those big events in life, in addition to your annual leave entitlement

Wellbeing:

Employee Assistance program to support with mental, physical and financial health
Discount off external gym memberships
Private Medical Insurance for eligible employees

Employee Discounts:

Up to 40% employee discount at all URBN Brands

Travel:

Season ticket loan for eligible employees
Cycle to work scheme for eligible employees

Continued Development:

We offer structured support within the business alongside continued learning and development

#AnthroEU

Equal Opportunity Statement

URBN is an Equal Opportunities Employer committed to diversity and inclusion. We provide equal employment opportunities regardless of age, sexual orientation, sex, gender reassignment, pregnancy, marital status, religion, race, or disability. We base all our employment decisions on merit, job requirements and business needs.

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