Job Title: Diageo Retail Concession Manager at Selfridges
Role profile: Contract
Reports To: DTC Retail Operations Manager
Location: Manchester

TOP ACCOUNTABILITIES

• Lead and inspire the concession team to achieve sales targets and deliver outstanding customer service.
• Foster a positive and motivating work environment that encourages teamwork and personal growth.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Ensure the concession space reflects the brand’s luxury image through impeccable visual merchandising.
• Develop innovative strategies to enhance cus tomer engagement and promote brand loyalty.
• Collaborate with DTC commercial and strategy manager to organise exclusive events and promotions that align with the brand’s identity
• Oversee daily operations of the concession, including inventory management, staffing, and financial reporting.
• Implement efficient processes to optimise productivity while maintaining high-quality standards.
• Monitor stock levels and coordinate with key Diageo stakeholders to ensure product availability.
• Cultivate strong relationships with clients by understanding their needs and preferences.
• Handle customer inquiries, feedback, and complaints professionally to maintain satisfaction.
• Analyse sales data to identify trends, opportunities, and areas for improvement.
• Prepare regular reports on sales performance, expenses, and profitability for key Diageo and Selfridges stakeholder reviews
• Develop action plans to drive sales growth and bring innovative ideas to life
• Set high standards for customer service excellence by training staff in best practices for luxury retail interactions.
• Evaluate satisfaction levels through regular feedback collection from customers regarding their shopping experience.
• Address requests/inquiries promptly while handling complaints professionally to maintain superior service levels. IDEAL EXPERIENCES / QUALIFICATIONS / CAPABILITIES
• Proven experience as a Retail Manager or similar role in a luxury retail environment.
• Strong leadership skills with the ability to manage and motivate a diverse team.
• Excellent communication skills with a focus on building lasting customer relationships.
• In-depth knowledge of retail management best practices and market trends in luxury goods.
• Ability to thrive in a fast-paced environment while maintaining attention to detail.
• Excellent relationship-building skills with strong communication abilities – adaptable style as needed.
• Problem solver with a solutions-based mindset who can deal with ambiguity & adapt quickly.
• High resilience & positive attitude – able to build powerful relationships and work collaboratively within a cross-functional team.
• Strong time management & prioritisation skills.
• Excellent attention to detail
• Desire to create change & to build the business of tomorrow
• Proactive relationship builder Diageo Leadership Standards Win through Execution
• Sets and pursues direction without guidance and takes a wide view of their accountabilities
• High energy and ambition to achieve successful outcomes and high standards
• Balances analysis and execution and adjusts thinking in the face of new information
• Actively spots opportunities or issues and identifies which are urgent and important
• Generates a range of workable solutions, decides what should be done and takes action Shape the Future
• Sees the big picture and possibility from multiple angles and through a creative lens
• Frames issues in a way that creates clarity and incorporates others’ best thinking
• Accurately digests large amounts of information and breaks down complex problems thoroughly
• Challenges themselves and others to take on new or unfamiliar tasks and ways of working Inspire through Purpose
• Finds broader meaning in their work and aspires to make a significant difference
• Reads their environment and understands how culture and context influences people’s perspectives
• Is actively aware of the impact they have on others and tunes in to the needs of individuals around them
• Communicates in a compelling, persuasive, and impactful way
• Draws on a variety of influencing styles to engage different audiences Invest in Talent
• Displays confidence in their ability to meet challenges and succeed
• Maintains belief and optimism and bounces back quickly from setbacks or failures
• Demonstrates a realistic and thoughtful awareness of their own capabilities
• Proactively seeks feedback and development for growth and takes action

QUALIFICATION/LICENSURE

Work Authorization : N/A
Preferred years of experience : 1 years
Travel required : No travel required

As a Retail Concession Manager, you will be at the forefront of our new opening, leading the concession team in delivering an unparalleled level of service. Your role is pivotal in creating captivating experiences for consumers while fostering a rewarding environment for staff to excel. You will champion positive behaviours such as proactive consumer engagement and immersive storytelling, ensuring that task delegation and leadership standards empower colleagues to provide world-class customer service. In addition to these responsibilities, you will oversee and execute all operational processes within the concession. This includes managing staffing, inventory control, online order processing and fulfilment, training initiatives, retail marketing strategies, event management coordination, and financial reconciliations. Your expertise will ensure sustainable operational readiness ahead of our grand opening. By implementing day-to-day operations efficiently and facilitating reporting on standard procedures, you will play a crucial role in setting the foundation for success. Comprehensive training on our products will be provided to equip you with the knowledge needed to become a true ambassador of our brands. With your leadership and dedication to excellence, you will drive the concession’s success by embodying our values and vision.