People & Service Manager

Role Overview

We are seeking a dynamic People & Service Manager to join our River Island store team in Waterford. This key role focuses on enhancing the customer experience by fostering a motivated, engaged, and diverse store team that delivers outstanding service. You will support the Store Leader in driving team development, upholding visual and operational standards, and achieving store sales and performance targets.

Key Responsibilities

• Consistently exemplify excellent customer service and inspire the store team to do the same.
• Promote an inclusive and diverse workplace where every team member feels valued.
• Champion wellbeing by serving as a direct communication link within the store team.
• Confidently oversee all store operations including product management and compliance.
• Deliver exceptional customer journeys by focusing on service, team engagement, visual merchandising, and operational excellence.
• Support team growth to maintain a high-performing, motivated workforce that feels recognized for their contributions.
• Empower store staff to prioritize customer experience in all decisions.
• Utilize commercial tools effectively to drive store actions and improve performance.
• Assist the Store Leader in achieving key store metrics such as sales, stock loss, payroll management, conversion rates, customer feedback, RFID performance, and people KPIs.
• Help manage store health and safety compliance and daily operations.

Ideal Candidate Profile

• Proven retail management experience with a focus on customer service and workforce leadership.
• Excellent communication and interpersonal skills to connect well with customers and colleagues.
• Passion for fashion and dedication to creating an enjoyable shopping environment.
• Ability to collaborate seamlessly across business units, including Head Office and regional teams.
• Proactive problem-solving capabilities and ease in tackling challenges.
• Thrives in a fast-paced setting and adapts quickly to change.
• Track record of motivating and developing teams to reach their potential.
• A genuine enthusiasm for our products to help craft the best customer experiences.

Additional Considerations

• This high-energy role requires adaptability as priorities shift based on sales, customer trends, and seasonal demands.
• Strong analytical skills for interpreting customer feedback and sales data to drive store improvements.
• Emotional intelligence is key, managing a diverse team effectively.
• A hands-on approach is necessary, including involvement in merchandise handling, floor arrangements, and stock replenishment.
• Weekend, public holiday, and key seasonal period work is required, especially during sales events, launches, and promotions.
• Excellent time management to balance multiple duties and meet deadlines.
• Leadership skills to foster a positive, collaborative team environment.

What We Offer

• A substantial 50% staff discount and uniform allowance for enjoying our latest collections.
• Access to Retail Trust benefits including discounts, financial advice, and wellbeing programs to support daily life.
• Stores equipped with Kindness Cupboards for staff assistance with basic essentials, supplemented by dedicated Retail Trust support.
• Comprehensive family support including enhanced maternity, paternity, adoption, and fertility treatment benefits.
• Participation in the Give As You Earn scheme with an annual 'Giver Island' day and matched funding opportunities.
• Clear progression paths with ongoing training and qualifications across Retail and Head Office.
• A generous bonus plan and private pension scheme.
• 28 days (UK) and 30 days (ROI) paid holiday, including Bank Holidays, with the option to purchase additional leave.

Workplace Commitment

We prioritize a safe, inclusive, and respectful workplace aligned with our core values. We celebrate diversity and welcome applicants from all backgrounds regardless of age, gender, ethnicity, disability status, sexual orientation, gender identity, socio-economic background, religion, or beliefs. Flexible working arrangements will be considered where operationally possible.