Dual Site Store Manager (STMGT0398)


Dual Site Store Manager

  • Location:
  • Business Area:
    Store Management
  • Department:
Dual Site Store Manager - Altrincham & Birkenhead

Reports to:  Stores Director

The role of Store Manager

The Store Manager is a critical operational role within House of Fraser. The role holder is required to inspire the teams within your store and influence across the Business to maximise profitability by delivering a Best in Class service experience to our customers.

The role has overall accountability for creating and delivering the store business plan at pace to achieve a targeted EBITDA that supports our Transformational journey.

The capacity to be resourceful, flexible and resilient to manage and exploit the opportunities and challenges a HOF department store operation will present.

Stakeholder management is critical. Internally this requires working collaboratively and effectively at pace with experts across the business to deliver results for the store and the Business. Externally you are required to develop and enhance the good reputation and value of the HOF brand in the market in which you operate and in doing so identify Business and Community inclusion opportunities.

Use skills to build and implement operating, resource, budgeting and forecasting plans and effectively deliver change initiatives.

To maintain existing customer loyalty and to acquire new customers through creating brilliant localised customer experiences.

It is a shop floor focussed position that requires strong and inspirational leadership, role modelling the House of Fraser Values.

Support is provided from the Stores Director and Support teams.

This is a store based role. Mobility is preferred and travel to other sites will be required from time to time.

Key accountabilities and decision ownership:

  • Create and ensure that the store has a robust strategy in place. The agreed process to create, evaluate and get support for the development.
  • Implementation and adjustment of the store business plans must be followed.
  • Secure agreement for a budget that will enable the delivery of the EBITDA requirements. Use forecasting and influencing skills to agree adjustments in line with strategic direction received. 
  • Utilise Expert support at pace from across the business to create and deliver the store business plan e.g. marketing, buying, and resourcing.
  • Manage any store-specific allocated budgets effectively (e.g. payroll, maintenance, marketing/promotions) taking into consideration the entire trading cycle.
  • Deliver a world leading multi-channel customer service experience that is unrivalled in the marketplace and achieves all customer measurement targets.
  • Continually build the capability of your team to be inspirational through effective resource planning, robust development, performance management and succession planning for the wider good of the Company.
  • Engage all teams utilising the Voice of the Team forums and all other communication channels to drive a culture of inclusivity, continuous improvement and innovation throughout the store.
  • Become embedded within the local community generating business beneficial relationships. Including those for the House of Fraser foundation and Responsible Retailing.
  • Influence the store stock, Brands and space usage to grow commercial opportunities through a robust business case.
  • Demonstrate effective analysis of performance and customer metrics and data to support effective decision making and problem solving.
  • Deliver a local marketing strategy to drive traffic to store through creative events, experiences and other initiatives both inside and outside the store. This should include Social Media.
  • Deliver operational excellence front and back of house, ensuring visual and retail environments, experiences and standards are premium and compliant with all internal guidelines and external Health and Safety and legal requirements.
  • Facilitate and lead the successful implementation of Transformational change and initiatives.

Key performance indicators:

  • Store EBITDA
  • Allocated store budgets control      
  • Service KPIs
  • New Customer Acquisition and maintaining of existing customer loyalty
  • Net Promoter Score
  • People KPIS and Engagement scores,
  • Operational KPIs- Compliance with business procedures

Skills, know-how and experience:

Must have:

  • Extensive Line Management experience of diverse teams.
  • Ownership of EBITDA performance. 
  • Experience of managing appropriately sized Operations.
  • Must have astute commercial skills with an ability to identify key trading opportunities and utilise financial indicators to influence the planning process and delivery.
  • A proven track record of attracting new customers and delivering consistently good customer experiences.
  • A demonstrable track record of recruiting, developing, engaging and retaining talent.
  • An ability to build effective relationships with experts inside the business and with brand partners / third party suppliers and contractors.
  • Able to demonstrate the ability to communicate effectively and vary their leadership style to suit the situation and the individual. Enabling them to influence and work collaboratively at all levels across the business.
  • Experience of leading change management initiatives.

Dotted line reports / key stakeholders:

Support teams

Head Office teams

Brand Partners

Third Party teams- maintenance and cleaning

Local community and business leaders

Direct reports: 

Store Management teams

Responsible for Store teams


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2 George Street, Altrincham, United Kingdom, WA14 1SF
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