Assistant Store Manager – Retail Operations
Job Purpose
To support the efficient and commercially successful operation of the boutique by overseeing daily retail operations, ensuring operational procedures are consistently followed, and maintaining accurate systems, records and reporting.
The Assistant Store Manager – Retail Operations acts as a key operational link between the retail team and the Head of Retail and Talent,
Key Responsibilities
Retail Operations & Workflow
- Oversee the day-to-day operational running of the boutique, ensuring efficient workflow throughout each trading day.
- Maintain an active presence on the shop floor by leading shifts or overseeing and supporting Shift Leaders, ensuring all operational procedures, including opening, closing, and handover processes, are completed correctly and that all daily tasks are carried out in a timely manner.
- Monitor operational priorities, making sure customer orders, deliveries, collections and enquiries are completed accurately and on time.
- Identify operational issues and implement practical solutions to maintain business continuity.
- Communicate store floor workflow, operational issues, successes, and team morale to the Store Manager and Head of Retail and Talent, and liaise with the Design Studio, other branches, and delivery drivers as appropriate to support efficient day to day operations
- Orchestrate and lead daily team huddles, ensuring full team participation, while contributing to the development of companywide huddle content and communications.
- Oversee store maintenance by ensuring all technical faults, equipment issues, and in-store damages are reported promptly and actioned by the appropriate department or service provider to maintain a safe and efficient store environment.
Operational Systems, CRM & Data Management
- Ensure the NSFC Order Management App (OMA) is accurately maintained, with every customer, order, delivery and payment correctly recorded.
- Maintain accurate customer records to support the company's CRM and client relationship management.
- Ensure Monday.com sales dashboards are updated accurately and on time.
- Review outstanding orders, missing payments and incomplete transactions, ensuring all sales are fully reconciled.
- Maintain accurate digital and printed records to support reporting and business analytics. Ensure all store documents and forms are adequately stocked, and that daily shift leadership documentation is completed accurately, consistently, and in a timely manner to support efficient store operations.
Order Processing & Financial Administration
- Oversee the accurate recording and processing of customer orders.
- Ensure payment status is monitored and all unpaid orders are followed up before dispatch.
- Process invoices, including weekly contracts, event invoices and inter-departmental charges.
- Raise invoices via Xero in accordance with company procedures.
- Upload account sales and key client information to Monday.com where required.
- Support end-of-month operational administration, ensuring all orders have been processed correctly and fully recorded.
- Manage boutique banking procedures, including floats, cash reconciliation and cash handling in accordance with company policy.
Delivery Coordination & Operational Planning
- Coordinate deliveries and collections to ensure customer expectations are consistently met.
- Liaise with florists, drivers and external couriers to ensure timely fulfilment of all orders.
- Prioritise urgent and VIP deliveries where necessary.
- Ensure dispatch documentation and operational records are completed accurately.
- Where applicable, ensure Harrods dispatch procedures, secure payment processes and concession-specific operational requirements are followed.
Stock Control & Commercial Operations
- Monitor stock levels across flowers, plants, sundries, candles and retail products.
- Support stock ordering and replenishment to maintain availability while minimising waste.
- Ensure all flower invoices are uploaded to the wastage tracker and that wastage is accurately recorded, monitored, analysed and reported.
- Identify stock shortages, unusual wastage trends and operational inefficiencies, escalating concerns where appropriate.
- Support the commercial performance of the boutique by maintaining effective operational control of stock and resources.
Operational Communication
- Ensure operational updates, procedural changes and management announcements are communicated clearly to the retail team.
- Maintain accurate handover information to ensure continuity between shifts.
- Participate in weekly Retail meetings, raise issues, support the implementation of new operational initiatives and company procedures.
Health, Safety & Compliance
- Ensure compliance with all company policies, operational procedures and Health & Safety requirements.
- Maintain accurate accident, incident and compliance records.
- Ensure operational documentation is completed accurately and retained appropriately.
- Support compliance with Harrods operational requirements where applicable.
- Promote safe working practices at all times.
Continuous Improvement
- Regularly review operational processes and identify opportunities to improve efficiency, accuracy and customer service.
- Support the implementation of new systems, procedures and operational improvements.
- Contribute ideas that enhance productivity, profitability and the overall client experience.
- Encourage a culture of accountability, consistency and operational excellence.
Candidate’s profile
Knowledge & Experience
- Previous supervisory or management experience within luxury floristry
- A minimum of three to five years' retail floristry experience is preferred.
- Strong understanding of retail operations and administrative processes.
- Experience using CRM, retail management or order management systems.
- Experience of rota planning, reporting and operational administration.
- Experience using systems such as Deputy, Square, Shopify, Xero, Monday.com or similar platforms would be advantageous.
- Excellent understanding of customer service within a premium retail environment.
Skills & Competencies
- Excellent organisational and planning skills.
- Strong attention to detail and accuracy.
- Highly competent with digital systems and operational reporting.
- Commercially aware with an understanding of retail performance.
- Able to prioritise effectively within a fast-paced environment.
- Strong problem-solving and decision-making skills.
- Confident communicator with excellent interpersonal skills.
- Able to work collaboratively across multiple departments.
- Proficient in English, with excellent written and verbal communication skills suited to a luxury client environment, and competent numerical skills to accurately calculate percentages and complete pricing calculations.
Personal Attributes
- Proactive and solutions-focused.
- Highly organised and dependable.
- Calm under pressure.
- Professional and approachable.
- Takes ownership and accountability.
- Committed to continuous improvement.
- Passionate about delivering operational excellence and supporting an exceptional customer experience.
Benefits:
- Company events
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Sick pay
- Store discount
Application question(s):
- Do you have a minimum of 3 years Retail Floristry experience?
- Do you have previous management experience within luxury floristry?
- On the scale of 1 to 10, how comfortable are you with using various digital platforms, such as Deputy, Square, Monday.com, Shopify, Microsoft Office or similar?
- Are you a proficient English speaker?
Work Location: In person
