Retail: Senior Floor Manager

The Senior Team Lead Role at Gymshark is responsible for supporting the overall day-to-day running and strategic execution of the store, while thinking about the ‘what next’ and being present to the now. They will lead and protect an exceptional customer experience, expert on all elements of the customer journey, and provide all customers and visitors with 360-degree knowledge of Gymshark and the local community. The Senior Team Lead will also be responsible for managing and supporting conduct and performance conversations with team members, delivering training, conducting monthly 121’s, creating learning opportunities and supporting everyone to be their best. They will be a role model for brand, customer experience, product knowledge and operational best practice and be able to train the wider team.

• Lead and protect an exceptional customer experience, ensuring every member of our community is welcomed warmly, and greeted by an excited and inspiring brand ambassador.
• Expert on all elements of the customer journey, to educate, inform and share.
• Provide all customers and visitors with 360-degree knowledge of Gymshark and our local community.
• Drive exceptional NPS results, protect customer retention, and never miss an opportunity to share app features for all customers to benefit from.
• Build relationships with customers and support the wider team to get to know individual community members, frequent visitors, and long-standing supporters.
• Responsible for supporting the overall day-to-day running and strategic execution of the store, while thinking about the ‘what next’ and being present to the now.
• Identify and share opportunities both within your pillar and for the wider Gymshark business.
• Delivering feedback and working alongside your co-collaborators and key stakeholders in GSHQ.
• Support with the hiring, developing, and leading of a diverse and world-class team that is as excited about Gymshark as we are.
• Support the management of your team, delivering training, conducting monthly 121’s, creating learning opportunities and supporting everyone to be their best.
• Manage and support conduct and performance conversations with team members, supported by the People Team.
• Strive to achieve KPIs for your pillar, as demonstrated by the business, by motivating your team through passionate leadership and coaching.
• Be a role model for brand, customer experience, product knowledge, and operational best practice and be able to train the wider team.
• Support Gymshark’s most important assets: our people, customers, and community. Ensure they and their environment are safe and sound at all times. Also have responsibility for physical assets such as building, stock, and tech and ensure any losses are minimized and everything is running as it should.
• Support the store management with the execution of store-driven projects as and when needed.
• Support the delivery and completion of all compliance and mandatory training.
• Review commercial performance, using company reporting tools in order to assess and feedback on commercial performance. Speak to trade performance in weekly meetings and contribute to retail trade reports.
• Provide feedback and liaise with merchandising teams on product performance and requests.
• Support, oversee and keep informed about in-store events in collaboration with brand teams.
• Review team member schedules, ensuring shifts and people are planned, to support the best customer experience and store activities.
• Work closely with the in-store visual merchandising team, always staying informed about floor updates, new product, and commercial opportunities.
• Contribute towards promotional and peak planning.
• Work collaboratively with our Customer Support team, identifying opportunities to support the best customer experience regardless of the point of interaction.
• Deliver daily trade recaps, using reporting tools and team feedback to analyze and communicate performance to the wider retail team.
• Manage all opening and closing duties, including key management and cashing duties.
• Drive communication and key focuses in daily team huddles, ensuring everyone starts their shift well informed.

• Experience in a Customer facing Management role
• Strong commercial awareness and experience in reporting
• Experience of working in a fast-paced, high volume, agile environment
• Experience managing and developing effective teams
• Passion for development – personal and of a team, with proven experience
• Community building in a new market
• Comfortable working in a digital environment
• Highly effective communicator, written and verbal
• Must be able to take and give constructive feedback