Overview We are excited to introduce the role of General Manager, responsible for managing our five Mainline Stores (Sloane Street, Collection, Labelled, Life and Village Hall). Reporting to the Head of Retail. The General Manager will drive sales, team performance, customer experience, and operational excellence, ensuring consistency and synergy across all locations. This role requires a dynamic, hands-on leader who thrives in delivering the highest standards of retail excellence. Managing a team of 15-20 employees, including an Operations Manager, a Supervisor and a team of Sales Associates, the General Manager will inspire, develop and lead the stores team to achieve commercial success, ensuring synergy across all five locations, standardising best practices, and aligning operations You will conduct daily store visits to monitor performance, drive consistency, and implement action plans to drive the business and keep the team engaged. Responsibilities: Stores Performance Ultimate responsibility for driving sales to meet and exceed monthly targets and keys business KPIs. Lead daily morning meeting, setting clear targets and providing performance and promotional updates. Master the customer journey, ensuring an exceptional service experience across all stores. Work closely with the merchandising team to have the right stock levels and product mix to maximize sales. Ensure the store scheduling is done accordingly to the business needs, defining clear daily/weekly roles & responsibilities allocations for the smooth running of the store. Present performance and key trade insights within the weekly company trade meeting. Customer Experience Champion a customer-centric mindset, ensuring high levels of service and personalised experiences. Ensure the customer journey is clearly defined and that the team is confident in all the four steps of the selling ceremony. Train teams in customer service best practices, covering data capture, complaint resolution and repairs. Personally handle complex customer inquiries and escalations, ensuring swift and effective resolutions. Convey a culture of excellence in customer engagement. Develop existing customers relationship and recruit new customers through high level of data capture, meaningful personalised engagement and communication. Host client and business partner tours of the village and Sloane stores. Delivering an immersive introduction to the brand. Encourage cross functional promotion of the Anya Café to enhance customer experience. Relay relevant café information to the retail team, creating synergy, achieved through forming a close relationship with the Café manager and team. People Development Inspire and motivate store teams, fostering a high-performance and sales-driven culture. Monitor KPI’s of performance to targets, to aide in coaching the team to achieve company targets and individual rewards. Implement ongoing training and field coaching to deliver the customer selling ceremony to the highest standards, ensuring an exceptional customer experience across all stores. Touch base with the team on a weekly basis to celebrate successes and identify development opportunities. Maintain the brand highest standards in grooming, professionalism, processes and behaviours across all stores. Oversee onboarding program for new team members, with a monthly follow up. Conduct the bi-annual performance review and monthly one-to-one with each member of the team. Support HR processes, including team welfare recruitment, and performance management. Operational Excellence Ensure stores are fully stocked, correctly ticketed and in line with visual merchandising guidelines. Ensure stores are never left unattended, and that there is always a senior team member present for weekend/day off support. Oversee end-of-day procedures, including cash handling, banking accuracy and compliance. Ensure all teams complete and submit the cashing up and end of day process including correct cash handling procedure. Manage the completion of the Village Ship station and support the rollout of other key project Ensure that all team members are fully trained. Assist with ROM till training and till function support when required. With the Retail Operations Manager ensure sickness & absence records are up to date and return-to-work form after each instance of sickness. Uphold Health and Safety policies, ensuring compliance across all sites. Ensure clear lines of communication are upheld across the retail estate including Bespoke and Café. Brand Standards of Excellence Maintain an impeccable level of product presentation through effective merchandising of the product range. Harness a close working dynamic with the VM team. Ensure excellent housekeeping across all stores, clean front and back of house in conjunction with the company merchandising policy and as directed by the Operations & Visual Merchandising team. Enforce brand policies, including no personal mobiles, no eating or drinking, no inappropriate language, appearance and customer interaction protocols. Maintain visual standards and cleanliness to all exterior aspects of the Anya Village and Sloane Street Store. Build and nurture existing special relationships with our residential and commercial neighbours and Landlords. What you need to succeed: A senior retail professional with a deep understanding of the exceptional levels of customer service and personal performance required for Anya Hindmarch. Strong sales and target-driven mindset, with a proven ability to exceed performance goals A genuine team player who enjoys motivating and managing a team. Numerate, IT savvy with excellent verbal and written communication skills. A bright, solution orientated attitude, happy to roll up your sleeves as required. A natural sense of humour