Concession Manager – Luxury Jewellery Retail – Central London

The Role:

We are looking for a passionate and experienced Concession Manager to lead a high-performing team within a premium retail environment. This individual will foster a collaborative, authentic, and service-led culture centred around creating an exceptional customer experience. Through inspiring leadership, the Concession Manager will nurture their team to consistently achieve business goals and uphold the highest standards of retail excellence.

Key Responsibilities

Customer Service & Shopfloor:

Develop and nurture a culture of outstanding customer experience, leading by example on the shopfloor.

Build brand loyalty through clienteling initiatives, VIP engagement programmes, and community outreach.

Uphold the brand’s core values in every customer and team interaction.

Consistently achieve store sales targets and KPIs, ensuring the team is fully aligned and engaged in these objectives.

Handle customer feedback and complaints effectively and professionally.

Create a seamless experience for customers by integrating digital in-store technologies into the client journey.

Visual Merchandising:

Ensure all visual merchandising directives are executed to the highest standard and within agreed timeframes.

Maintain brand presentation standards on the shopfloor, ensuring consistency and excellence at all times.

Team Management:

Oversee staff onboarding, ensuring completion of 30, 60, and 90-day induction programmes and product training.

Conduct regular team reviews and development sessions, using internal training tools to enhance performance.

Address team issues including punctuality, appearance, and performance, involving HR support when required.

Manage the recruitment process for the store alongside the head office recruitment team.

Operations:

Lead on stock management processes, including stock takes, deliveries, audits, and cycle counts.

Analyse store performance, implementing actions to achieve business targets.

Oversee scheduling and rota management, ensuring appropriate staffing levels within budget constraints.

Maintain accurate reporting records covering sales, stock, and personnel management.

Ensure timely and accurate payroll submissions in collaboration with finance teams.

Department Store Collaboration (if applicable):

Foster positive working relationships with other brands, store teams, and department store management.

Communicate relevant operational updates and business information to head office teams.

Ensure compliance with all host store systems, policies, and operational procedures.

Key Requirements:

5+ years of management experience within a luxury retail or high-volume customer-facing environment, ideally in a Concession Manager role or similar.

Proven track record of driving sales and achieving commercial targets.

Strong leadership and team coaching skills, with experience fostering an inclusive, supportive, and collaborative team culture.

Excellent communication, problem-solving, and commercial decision-making abilities.

Strong visual merchandising knowledge and attention to detail.

Good computer literacy and familiarity with Microsoft Office.

Sales-driven, goal-oriented, and proactive in creating an exceptional customer experience.

Positive, engaging, and enthusiastic attitude.

A passion for luxury retail and jewellery is advantageous but not essential.

If you’re an experienced Concession Manager looking for your next opportunity in a dynamic, premium retail environment — we’d love to hear from you.