Department Manager in London

As a Department Manager you will be the driving force behind your business, customer and team results. You will deliver an extraordinary customer experience whist meeting sales, service and profit targets. Facilitating teamwork, providing guidance and nurturing your team is at the heart of what you do, driving them to succeed, develop and grow.

Reporting to the Divisional Manager for your area of the store and working collaboratively as a team alongside several other Department Managers, the relationships you build with the stakeholders across the business will be critical to the success of your team and your department.

As Department Manager, you will focus on the following key areas:

Customer

• Drive service excellence, including consistency in net promoter scores and improvement across all other key service drivers, including service satisfaction, approach, and product knowledge.
• Build a strong clientelling mindset within the team, setting clear KPI targets to drive up customer frequency, number of customers on “My Yellow Book” and the number of established customer and successful appointments.
• Demonstrate and develop your own understanding of your customer profile vs the competitor and use this information to drive elevate the customer service / product offer.

People

• Coach and develop team on a regular basis, spending quality time with them, and providing clear and timely feedback which both recognises strong performance and addresses areas of improvement
• Analyse team performance using team member metrics – including “Spotlight” (customer feedback) and other key performance metrics
• Manage key people statistics for the department: conduct timely return to works, probation and performance reviews, investigation and disciplinary hearings and exit interviews
• Be accountable for your People; responsible for the implementation of the team member lifecycle, including recruitment, talent mgmt and team member experience at all times
• Drive the performance of the team to exceed expectations through agreeing and communicating standards and giving regular feedback and support around team performance with regular reviews in line with Selfridges P&D cycle
• Create the extraordinary for our teams with recognising and rewarding team member performance in line with our company values and behaviours framework

Commercial

• Drive your “own-bought” business and strategy, regularly identifying opportunities & risks by reviewing customer data, market trends and stock information, and collaborating with key stakeholders to action relevant commercial decisions.
• Support the success of concession business by working collaboratively with the “Concessions Partnerships” team to identify growth opportunities
• Floor walk with Visual Merchandising and Buying and Merchandising to manage and maintain best sellers and stock risks and follow up on agreed actions.
• Embed a culture within your department and division that supports the “Prep / Perfect / Perform” model (London specific)
• Ensure that you put the customer at the heart of what we do, optimising the clienteling tool to help retain and develop loyalty via clienteling. ​

A bit about you

• An excellent communicator – both on an individual and group basis, with examples of having managed / delivered complex and difficult messages
• Able to operate and work within a fast paced and dynamic environment – with examples of having shown resilience and positivity
• Able to use insight, information and analysis to draw conclusions and suggest strategic responses
• Able to demonstrate skills in driving collaboration
• Proactive. Planning for the short, mid and long term, you own your business area and take responsibility for ensuring its success
• A leader, motivating and inspiring your team to deliver exceptional service and meet sales targets through coaching and leading by example. You show agility in order to drive performance and change

This guide represents a summary of the role; however, all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business.