BASELINE INFORMATION

JOB TITLE: Retail & Operations Manager
JOB TYPE: Permanent
LOCATION: Litchfield
TYPE: Showroom based
SALARY: £50,000 to £55,000
HOURS: 40 hours per week

ABOUT US

Neighborly (yes, without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown into a world-leading company in home services.
Landing in the UK in 2010 as Neighbourly, the company has focused on acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, Neighbourly has consistently grown year-on-year.

EXPERIENCE:

• Previous management experience advantageous.
• Able to pivot and stretch between commercial and operational elements.

SKILLS / KNOWLEDGE:

• IT literate (Microsoft Office/CRM)
• Excellent commercial attributes – with strong business acumen, sales-focused, relationship builder, and an engaging networker with a high proficiency in ‘people’ skills.
• Strong leadership and organisational skills.
• Excellent communication and customer service abilities.
• Financial acumen and understanding of business principles (including P&L, financial reporting)
• Awareness of previous execution of the sales process
• Background and understanding of the customer journey/experience
• UK driving licence

PURPOSE OF THE ROLE

This is more than a management role, it’s a launchpad for future business ownership. As the Retail & Operations Manager, you’ll be the face of our brand, guiding customers through the kitchen makeover journey, managing showroom operations, and driving local growth. After a successful employment period, you’ll have the opportunity to purchase and operate the business as a business owner.

KEY RESPONSIBILITIES

• Drive growth and profitable turnover for the business.
• Showroom Management: Oversee daily operations, ensuring the showroom is welcoming, organised, and reflective of our brand standards.
• Customer Consultations: Directly, and through leadership of your team, provide expert advice and design consultations to help clients reimagine their kitchens using our makeover solutions. You will be showing customers the products and services we offer e.g., kitchen doors, worktops, storage solutions, appliances, lighting, flooring, handles etc. while helping customers choose colours, styles etc. You will be responsible for ensuring all relevant information is gathered from customer enquiries prior to a home visit, including conducting pre-appointment calls to understand customers’ needs and supporting/liaising with the Showroom Consultant.
• Sales & Quoting: Creating an in-home quotation and presenting features and benefits with passion and enthusiasm; closing sales in the home, resolving customer concerns and taking payments.
• Following up enquiries and unsold appointments (sweeping).
• Carry out post-sale surveys which will require a keen eye for detail when taking measurements, due to the made-to-measure products & service we provide.
• Project management: Liaise with installers, suppliers and customers to ensure smooth project delivery from consultation to completion.
• Visual Merchandising: Keep displays fresh, clean and inspiring, showcasing the latest trends and product innovations, in line with current brand guidelines.
• Opening showroom/closing showroom (key holder duties). Showroom operational hours Monday – Friday 9.00am – 5.00pm, Saturdays 10.00am – 4.00pm.
• Local Marketing: Build brand awareness through community engagement, local partnerships and promotional events.
• Franchise Readiness: Work closely with the franchisor to understand business operations, financials, and systems in preparation for future ownership.
• Recruit, train, coach and guide the in-house team, including all aspects of HR management.
• Any other reasonable duty that falls within your capabilities.
• This role profile provides an indication of the role’s key accountabilities and is not intended to cover the whole scope of the role.