Glassworks London is an independent women’s fashion retailer founded in 2010, with design-led boutiques and a fast-moving product range refreshed regularly with new fashion. Our stores are not passive shop units. They are places where customers discover product, receive styling advice, build relationships with the team and experience Glassworks as a living brand.
THE ROLE
We are looking for a Retail Store Manager to own the commercial performance, customer experience, team capability, VM standards and daily operation of a Glassworks store.
This is a shop-floor leadership role. You will lead service and selling from the floor, coach your team, maintain strong VM and stock standards, build customer relationships and make sure the store is commercially alive every day.
At Glassworks, there is no idle time in store. When customers need us, we serve them. When they do not, we improve the store.
KEY RESPONSIBILITIES
Store sales, KPIs and daily commercial priorities.
Active selling, styling, fitting-room service and customer experience.
Team coaching, feedback, standards and daily floor leadership.
Visual merchandising execution, maintenance and store presentation.
Stockroom standards, replenishment, deliveries, transfers and stock accuracy.
Opening/closing standards, handovers, escalation and store readiness.
Recruitment, trials, onboarding and training of store team members.
Local customer development, VIP/clienteling, review management, in-store customer events and community activity.
Store issues, facilities follow-up and visible action logs.
Turning problems into clear actions with owners, dates and evidence.
WHAT GOOD LOOKS LIKE
You are active on the shop floor, not managing from behind the scenes.
You personally model strong selling, styling and fitting-room service.
You use KPIs to decide daily priorities and turn underperformance into clear action.
You coach the team in real time and follow up when behaviour does not improve.
You maintain VM, stockroom, fitting-room and store presentation standards.
You hold standards calmly and fairly, without drama.
You create clear handovers, action logs and follow-through.
You build a store that is commercially alive, customer-focused and operationally reliable.
REQUIRED EXPERIENCE & QUALITIES
Fashion, lifestyle, premium, boutique or service-led retail management experience.
Strong shop-floor selling and customer service ability.
Commercial awareness and confidence using KPIs.
Experience coaching or developing team members.
Strong VM, standards and store-presentation instincts.
Stockroom, replenishment and operational discipline.
Confidence addressing underperformance or missed standards fairly.
Calm, practical ownership and good communication.
Interest in local customer growth, VIP relationships or events.
SELLING / SERVICE EXPECTATIONS
This role requires strong personal selling ability. Glassworks Store Managers are expected to sell from the floor, coach selling behaviour, respond to live trade and lead the customer journey. You should be confident in:
greeting customers warmly;
styling and product advice;
fitting-room service;
add-ons and basket-building;
customer relationship building;
supporting reviews, email sign-up, clienteling or VIP activity;
coaching team members who are passive, inconsistent or not yet confident.
This is not the right role for someone who is:
passive about sales or waits for footfall;
uncomfortable coaching or correcting team members;
strong at tasks but weak on ownership;
not interested in VM, stockroom standards or store presentation;
looking for a desk-based retail management role;
uncomfortable being measured on sales, standards, team capability and follow-through.
TRAINING & PROGRESSION
Glassworks uses evidence-led retail training and assessment. Store Managers are expected to support recruitment, trials, onboarding, role play, live floor observation, training completion and release-gate decisions. You will be expected to develop team members through clear standards, coaching, feedback and follow-up. Progression is based on evidence of commercial ownership, team capability, customer experience, standards, reliability and follow-through.
