*Various London locations.
The New Era Retail Store Manager is responsible for leading and delivering a best-in-class flagship retail experience, driving sustainable commercial growth, and ensuring operational excellence across all aspects of the store.
As the most senior leader on-site, you will be accountable for the overall performance of the business, including sales delivery, profitability, people development, customer experience, operational execution, and the consistent implementation of brand standards.
Leading a structured management team comprising Retail Assistant Managers, Senior Sales Associates, and Sales Associates, you will create a culture of accountability, engagement, and high performance. You will inspire your team to deliver exceptional results while championing New Era's values, product, and consumer experience.
Working in partnership with the Retail Operations Manager EMEA, you will play a key role in shaping and executing retail strategy, identifying opportunities for continuous improvement, and ensuring the flagship store remains a benchmark for operational excellence and customer experience across the EMEA region.
Responsibilities
Leadership & Team Development
- Lead, inspire, and develop a high-performing retail team across all levels of the business.
- Directly manage Supervisors, providing clear objectives, regular coaching, and ongoing development opportunities.
- Foster a culture of ownership, accountability, inclusion, and continuous improvement.
- Identify and develop future talent through succession planning and structured development plans.
- Recruit, onboard, and retain exceptional individuals capable of supporting both current business needs and future growth.
- Conduct regular performance reviews, providing timely feedback and recognising achievement.
- Ensure all team members understand and embody New Era's values, standards, and customer service expectations.
- Act as a visible and approachable leader, promoting employee engagement and wellbeing.
Customer Experience & Brand Delivery
- Champion an elevated, flagship-level customer experience that consistently exceeds expectations.
- Embed a customer-first culture through coaching, observation, and feedback.
- Act as a brand ambassador, bringing New Era's heritage, product stories, and culture to life for both customers and employees.
- Ensure all visual merchandising standards reflect brand guidelines and commercial priorities.
- Oversee the successful execution of product launches, campaigns, events, and in-store activations.
- Monitor customer feedback and implement improvements that enhance the overall shopping experience.
- Ensure service standards remain consistent throughout all trading periods, including peak events and promotional activity.
Commercial Performance
- Own and deliver all store sales, profitability, and KPI targets.
- Analyse trading performance to identify trends, opportunities, and risks, implementing action plans where required.
- Drive improvements in conversion, ATV, UPT, and productivity through effective leadership and floor management.
- Ensure labour scheduling aligns with commercial requirements while balancing operational efficiency.
- Monitor and manage store expenditure in line with agreed budgets and business expectations.
- Develop local initiatives that support traffic generation, community engagement, and commercial growth.
- Hold the leadership team accountable for delivering agreed business objectives.
Operations & Product Management
- Ensure excellence across all operational processes, including stock management, compliance, cash handling, health and safety, and security.
- Maintain robust inventory controls to support stock accuracy and minimise loss.
- Ensure replenishment processes maximise availability while protecting presentation standards.
- Lead the execution and maintenance of visual merchandising standards in line with company direction.
- Monitor operational performance, identifying opportunities to improve efficiency and simplify processes.
- Ensure all company policies and procedures are consistently implemented and adhered to.
- Maintain an organised, safe, and commercially effective retail environment.
Communication & Strategy
- Provide regular, insightful reporting on store performance, opportunities, and emerging risks.
- Translate business objectives into clear priorities and action plans for the wider team.
- Partner with the Retail Operations Manager EMEA to implement strategic initiatives and support the achievement of regional objectives.
- Collaborate effectively with internal stakeholders across merchandising, marketing, HR, finance, and operations.
- Share best practice and contribute to the ongoing evolution of retail standards across the business.
- Act as the key communication link between the store team and the wider organisation.
Through experience, you must be able to demonstrate acquired skill and measurable success in:
- Proven experience as a Retail Store Manager within a high-volume, flagship, or premium retail environment.
- Demonstrated success in leading multi-level teams and delivering strong commercial performance.
- Strong coaching and people leadership capability, with experience developing future leaders.
- Commercial acumen with the ability to interpret data, identify opportunities, and drive results.
- Experience managing operational processes including stock control, loss prevention, compliance, and visual merchandising.
- Excellent analytical, planning, and organisational skills.
- Strong communication and influencing skills, with the ability to build effective relationships at all levels.
- Experience using retail systems, POS platforms, and reporting tools.
- Knowledge of New Era brand, product, and consumer is highly desirable.
- Fluent in English (spoken and written).
- Strong leadership presence with a passion for retail and people development.
- Commercially driven with an entrepreneurial mindset.
- Highly organised, proactive, and solutions focused.
- Resilient and adaptable, with the ability to perform effectively within a fast-paced flagship environment.
- Demonstrates sound judgement and effective decision-making capability.
DESIRABLE EXPERIENCE
- Previous Retail Store Management experience within a customer-focused environment is essential.
- Experience leading large teams within high-volume, flagship, or premium retail environments is highly desirable.
- Demonstrable experience delivering sales growth and operational excellence.
- Commitment to ongoing learning and participation in company development programmes.
- Demonstrable passion for delivering exceptional customer experiences.
- Strong verbal and written communication skills.
- Ability to prioritise effectively and manage multiple competing demands.
- Ability to work collaboratively within a team-oriented environment.
- Full flexibility across trading hours, including weekends, peak trading periods, store events, and business travel where required.
Pay: £31,000.00-£45,000.00 per year
Benefits:
- Company pension
- Employee discount
- Store discount
Work Location: In person
