Department Manager – Retail / Luxury Fashion

Job Purpose

The Department Manager is responsible for leading the assigned product category and driving both qualitative and quantitative business objectives. The role acts as a key representative of the brand, overseeing sales performance, client experience, team development, and day-to-day department operations.

The successful candidate will lead by example on the sales floor, motivate and develop the team, strengthen client relationships, and ensure the department consistently delivers an exceptional retail experience while achieving business targets.

Key Responsibilities

Business & Sales Leadership

• Lead the department team to achieve and exceed sales targets, KPIs, and other key performance objectives.
• Analyze department performance and work with the Store Manager to develop and implement effective business action plans.
• Maximize sales opportunities through cross-selling, up-selling, and effective product/category management.
• Maintain a strong presence on the sales floor and lead by example in delivering exceptional customer service.
• Encourage the effective use of digital and omnichannel tools to strengthen client engagement and support business performance.
• Support online and e-commerce activities by ensuring timely order management and maintaining high service standards.
• Monitor market trends, competitor activity, and relevant developments within the assigned product category.
• Share relevant market and business insights with management and relevant stakeholders.
• Ensure product presentation and visual standards are maintained to attract customers and maximize commercial opportunities.
• Identify opportunities to improve department performance, productivity, and overall customer experience.

Client Development & Customer Experience

• Place the customer at the center of all activities and lead the team in delivering a welcoming, personalized, and memorable experience.
• Develop and maintain strong customer relationships and encourage meaningful post-purchase engagement.
• Ensure consistently high standards of customer service throughout the entire sales journey.
• Identify opportunities to attract new customers and contribute to the growth of the department's customer base.
• Lead and encourage clienteling activities to strengthen customer loyalty and repeat business.
• Support the team in developing personalized customer engagement strategies.
• Proactively manage customer feedback and complaints, ensuring appropriate resolution and maintaining positive customer relationships.
• Encourage a service-oriented culture in which customer needs are anticipated and addressed effectively.

Team Leadership & Development

• Motivate, inspire, and lead the department team while creating a positive, collaborative, and energetic working environment.
• Promote effective communication and information sharing within the team.
• Conduct regular team briefings to communicate business priorities, product updates, sales focus areas, and operational information.
• Ensure team members are knowledgeable about products, sales techniques, customer service standards, and relevant policies and procedures.
• Coach team members on an ongoing basis and provide constructive feedback to improve individual and team performance.
• Identify high-potential talent and support internal career development and succession planning.
• Develop individual action plans based on performance and development needs, following up regularly on progress.
• Support recruitment and talent identification activities when required.
• Encourage strong collaboration between front-of-house and back-of-house teams.
• Ensure the team remains informed about relevant operational, digital, and business updates.

Store & Operational Management

• Lead by example in ensuring appropriate care, handling, and presentation of products.
• Support the implementation of operational procedures relating to cash handling, inventory, logistics, reporting, and other store activities.
• Ensure company assets, products, equipment, and facilities are appropriately protected and maintained.
• Maintain high standards of organization and efficiency within the department's back-of-house operations.
• Ensure appropriate staff grooming and professional presentation standards are consistently maintained.
• Provide management with feedback and recommendations regarding department requirements, operational improvements, and product presentation.
• Work closely with relevant retail, merchandising, and visual teams where required.
• Ensure all departmental activities are conducted in accordance with established operational policies and procedures.
• Take ownership of the smooth and efficient day-to-day operation of the assigned department.

Requirements & Skills

• Strong passion for and knowledge of the relevant product category.
• Proven experience in retail, preferably within luxury, premium fashion, beauty, lifestyle, or a related industry.
• Strong commercial awareness with a track record of achieving sales and performance targets.
• Demonstrated experience in leading, motivating, and developing a retail team.
• Customer-focused mindset with a strong commitment to delivering exceptional service.
• Excellent communication, interpersonal, and influencing skills.
• Confident, enthusiastic, positive, and professional approach.
• Strong problem-solving and decision-making abilities.
• Highly organized with strong attention to detail.
• Good understanding of clienteling, customer relationship management, and retail sales techniques.
• Strong product, market, and competitor awareness.
• Comfortable using digital tools and retail technology.
• Ability to work effectively in a fast-paced, target-driven environment.
• Interest in luxury, fashion, art, design, or related premium lifestyle sectors is advantageous.
• Diploma or degree in Business, Retail Management, Fashion, or a related discipline is preferred but not essential.

Key Competencies

• Commercial & Business Acumen
• Leadership & People Management
• Customer Centricity
• Sales & Performance Management
• Coaching & Team Development
• Communication & Influencing
• Client Relationship Management
• Product & Market Knowledge
• Problem Solving
• Operational Excellence
• Organization & Attention to Detail

The responsibilities outlined above are intended to provide a general overview of the role and are not exhaustive. Additional responsibilities may be assigned according to business needs.

Only shortlisted candidates will be notified.