Retail Excellence Manager

Retail Excellence Manager | Athlesiure/ Sneakers | Greater Manchester | Salary up to 55k+ Benefits

The Retail Excellence Manager will be the driving force behind delivering exceptional service and turning every store visit into a sale.

You''ll set the standard for how we connect with customers, train our teams to sell with confidence, and make sure every store is smashing its service and conversion goals.

Experience with service-first, experiential retailers is highly valued, as these environments demand the perfect blend of brand storytelling, customer engagement, and commercial focus.

Retail Excellence Manager Key Responsibilities

Service Excellence

• Define and roll out Footasylum''s service standards across all stores, ensuring every customer gets a best-in-class experience.
• Partner with Area and Store Managers to embed service behaviours that reflect our streetwear culture and brand identity.
• Carry out service audits and in-store observations to spot opportunities and coach on the spot.
• Lead service training and refreshers for retail teams, keeping delivery authentic and relevant to our customers.
• Monitor customer feedback, reviews, and satisfaction scores to create targeted improvement plans.

Conversion & Sales Performance

• Analyse store KPIs (conversion, ATV, UPT, and footfall) to identify performance gaps.
• Work with merchandising and retail operations to remove barriers to selling - whether that''s stock flow, product presentation, or staff deployment.
• Lead conversion uplift projects for underperforming stores and track the results.
• Coach teams on effective selling skills inspired by premium retail techniques, from active listening to upselling and cross-selling in a way that feels natural.
• Share best practice from top-performing stores and draw on high-touch service models

Coaching & Capability

• Oversee a retail excellence team whose aim is to deliver industry leading service
• Be a visible presence in the field, supporting Store and Assistant Managers with hands-on coaching.
• Develop conversion champions within stores to keep momentum going between visits.

Collaboration

• Work with Retail Operations to ensure service and selling are built into daily store routines.
• Partner with HR/L&D to keep training content fresh, interactive, and reflective of the Footasylum customer.

KPIs & Measures of Success

• Conversion rate growth across stores.
• Improvement in average transaction value and units per transaction.
• Increase in customer satisfaction and positive feedback.
• Reduction in performance gaps between top and bottom quartile stores.
• Service audit pass rates.

About You

• Experience working with some of the highstreets best, fast paced, customer centric environments where sales and service quality are paramount to creating great customer experiences.
• Strong analytical skills to interpret performance data and take decisive action.
• A confident coach with the ability to inspire and influence at all levels.
• Experience delivering measurable improvements in service, conversion, and customer loyalty.
• A natural connection with youth culture, streetwear trends, and customer mindset.

BBBH34256