Overview
At Queenssmith, our people define our success and are our greatest asset. As Retail Manager, you lead from the front across our Hatton Garden flagship and Greville Street locations, setting the standard for exceptional luxury retail and customer experiences. This is a leadership role at the heart of the business, responsible for leading and developing high‑performing retail teams while ensuring every customer receives an outstanding, consistent jewellery‑buying experience across all London locations. Your role extends beyond day‑to‑day operations: you drive commercial performance, uphold Queenssmith's brand standards, and translate strategic direction into flawless in‑store execution. You serve as the connection between the sales team and the head of department, translating strategy into action and performance into insight. As a Retail Manager, you are confident, commercially astute, thrive in a fast‑paced, customer‑centric environment, and are passionate about developing people and delivering excellence. Your contributions are integral to our journey.
Requirements
- Minimum 5 years' experience in retail management, ideally within fine jewellery or luxury retail
- Proven ability to lead, motivate, and develop high‑performing teams
- Strong track record in driving sales growth, performance improvement, and operational efficiency
- Excellent communication and interpersonal skills
- Customer‑first mindset paired with commercial discipline
- Confident selling skills with the ability to lead by example
- Competent with CRM systems and performance reporting tools
Responsibilities
- Lead day‑to‑day operations across both Queenssmith London locations and
- Take an active role in selling and lead by example, inspiring the team to deliver consistently exceptional customer experiences while driving strong conversion results.
- Manage team performance through structured coaching, reviews, and targeted development plans
- Drive commercial results by maximising conversion, appointment efficiency, and average spend
- Maintain showroom standards that reflect Queenssmith's luxury positioning
- Act as the escalation point for complex customer issues, ensuring timely and commercially balanced resolutions
- Partner with the Head of Sales Operations to deliver strategic sales objectives and operational improvements
- Ensure smooth collaboration with Production, Customer Care, and Concierge
- Produce clear performance reporting and operational insights for senior management
- Uphold compliance and operational best practice across all in‑store activity
Skills
- Inspirational leadership and team development
- Strategic sales planning and operational management
- Advanced customer service and relationship management
- Commercial problem‑solving and sound decision‑making
- Strong organisation and time management
- Solid commercial awareness within luxury retail
- Adaptability and resilience in a fast‑paced environment
Benefits
What You'll Enjoy
- Financial & Career Growth:
- Direct impact on store performance and commercial success
- Ownership of a team and accountability for results, not just supervision
- Highly competitive salary and financial benefits
- Generous sales commissions and a company bonus scheme
- Clear progression pathways across departments
- Generous pension contributions
- Wellbeing & Work Environment:
- Premium workspace in Central London
- Free barista‑quality coffee bar on‑site
- Private healthcare plan and wellness benefits
- 25 days holiday + bank holidays
- Access to a mindfulness app and mental health support
- Recognition & Development:
- Employee Recognition Programme that celebrates your contributions
- Comprehensive training and professional development opportunities
- Regular workplace culture initiatives and team events
Ready to Make Your Mark?
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