Recognised as one of the fastest growing Companies in the UK, it’s a really exciting time to be joining END. If you’re positive, passionate and dedicated and want to be part of our future success this could be the role for you.
GENERAL MANAGER – FULL-TIME, LONDON
Over the last 19 years, END. has evolved into a technology led retailer that provides luxury and contemporary apparel and exclusive sneaker drops to a global audience. One of the most influential, forward-thinking and inspirational fashion companies in the world, we have fresh products hitting our website daily and our service never stops.
END. prides itself on delivering a first-class customer experience, which has underpinned our success. With over 2 million customers we deliver to over 80 countries around the world and our online business is complimented by our industry leading retail stores across the UK and Milan.
The END. Store in Soho has asserted itself as the premier destination for cutting edge sportswear, leading Japanese brands, contemporary menswear and luxury collections in the region. In addition to this we have also garnered a reputation for providing an excellence of service not to be found anywhere else on the high street.
The General Manager is a dynamic and results drive individual responsible for the strategic and operational leadership of a key retail location, accountable for delivering commercial success through a strong focus on KPI’s, profit and loss management, customer experience excellence and team culture. This role drives performance by leading with purpose, building high-performing teams, developing an exceptional customer experience and ensuring operational excellence in line with business goals and brand standards.
Reporting to the Retail Operations Manager and working within a watertight team of co-managers, you will be part of an inspirational team who settle for nothing less than the absolute best. Come to us with high standards and big ideas and become part of this ground-breaking Retail Team.
What you’ll be doing:
Key responsibilities
Commercial & Financial Accountability
- Own and manage the full P&L for the store, ensuring revenue, margin and cost targets are met or exceeded.
- Monitor and analyse key performance indicators (KPI’s) using insight to drive performance improvements across sales, conversion, ATV, UPT, stock loss and customer satisfaction.
- Set clear measurable objectives for the store and the team, linking daily performance to broader commercial goals.
- Create action plans to optimise performance, resolve underperformance and capitalise on trading opportunities.
Leadership & Culture
- Lead with authenticity and clarity, creating a culture of high performance, accountability and continuous improvement.
- Champion a values led inclusive and collaborative working environment that supports team engagement, well-being and career development.
- Coach, develop and inspire the store team to deliver exceptional results through effective people management, training and succession planning.
Customer & Client Relationships
- Ensure an exceptional customer experience is delivered at every touchpoint, consistently reflecting the brand’s values and service standards.
- Develop strong local and brand-level client relationships, including B2B opportunities where relevant.
- Leverage customer insight and feedback to shape store strategy, improve service delivery and increase loyalty.
Operational Excellence
- Drive operational standards through efficient processes, compliance adherence and consistent execution.
- Work cross functionally with internal stakeholder e.g. Buying, People, Marketing) to align store initiatives with business priorities.
- Lead store planning including staffing, stock flow, VM and promotional activity.
Strategic Contribution
- Influence wider business decision making by providing local market insight, competitor analysis and data driven recommendations.
- Understand macro and industry specific trends to proactively adapt and future proof store performance.
- Play a key role in contributing to functional or business wide initiatives and projects that drive innovation and growth.
What you’ll be able to demonstrate:
Skills And Experience
- Responsible for the management of a department of significant importance to the business. Takes the initiative to keep own and wider teams’ skills and knowledge of their technical or professional specialty up to date. Broad and comprehensive technical understanding of different operational practises and systems across the department and function
- In-depth understanding of how all of the departments within the function interact and collaborate across the business to achieve business objectives. Understanding of the industry, commercial awareness with knowledge of challenges and changes in the sector.
- Leadership and management responsibility for teams within the department along with financial accountability for independent budgets delivered through teams.
- Analyse and interpret data from both internal and external sources, understanding the root cause of problems and development solutions using judgement in complex situations, continuously raising the bar. Looks to remove complexity where possible to focus on individual and departmental priorities.
- Responsibility for departmental planning, finances/budgets and end results. Makes decisions which impact the achievement of functional objectives and financial performance. Has influence over resources, operational practices and planning. Has accountability for end results of the department, impacting the function’s overall performance and end results. Positively impacts customer experience through the performance of the department.
- Strong communication and influencing skills. Able to exchange ideas and information effectively in a clear, concise and straightforward way. Working collaboratively with internal stakeholders including peers, senior leaders and team members and external stakeholders where required to achieve functional objectives.
Leadership Behaviours:
To provide leadership across the function and Company, creating the environment for everyone to thrive and deliver great results, building trust, being inspirational, enabling change and practicing empathy. Creating a culture where everyone has a great experience at work bringing about positive outcomes for our people, our Company, our customers and our partners. Leadership at END. is defined as positively influencing people, by means of personal attributes and behaviours, to achieve common goals and in doing this driving a high-performance culture. Leadership involves supporting the vision and inspiring others with an overview of how that vision may be achieved.
- Use storytelling to communicate a compelling vision and a journey of how to get there, demonstrating belief in the vision and objectives and the benefits this will bring.
- Set clear goals and expectations for people that have a direct link to the overall vision of the function and the Company and check understanding of this. Empower others to drive performance, defining outcomes up front so people can deliver what’s expected, on time and in budget.
- Drive a performance culture and achieve results through others, resolutely holding self and others to account for outcomes. Carry out regular performance and development reviews.
- Advocating and leading change and transformation across own teams ensuring change is communicated and team members are prepared for the changes ahead by providing a clear change journey.
- Lead innovation in customer service and operations by being willing to speak-up and continually challenge the status quo, valuing the diverse outlook and experience of team members and peers. A champion of change, welcoming new ideas and considering others’ points of view.
- Continuously improve by learning, growing and renewing, supporting and encouraging others to do the same.
- Commercial mind set, quick to recognise and respond to business risks and opportunities. Base decisions primarily upon the benefits to the business and be able to use sound financial logic to propose a convincing case to influence the business direction.
- Act as a role model to shape, promote and exemplify our values, behaviours and inclusive culture within own team. Inspiring people to do what is right every day. Open and authentic to create transparency and instil trust. Aware of personal impact, adapting style appropriately to meet the needs of the individual.
- Keep commitments, gaining the support and commitment of others through empowerment and inclusivity.
- Lead courageously in discussions of uncomfortable topics, willing to confront difficult issues and bring people of all backgrounds along to achieve results.
- Actively listen to others, genuinely seek to understand a diverse range of thoughts and feelings. Curious about others’ perspectives and circumstances, showing respect and building emotional connections.
- Organisational skills to manage multiple projects and resilience to deliver deadlines in pressurised environments.
- Strong communication and influencing skills, building a strong network of collaborative relationships within internal stakeholders including peers, senior leaders and team members and with external partners to achieve our strategic objectives.
What We Can Offer You
- 33 days holiday (including bank holidays)
- Your birthday off
- Access to Employee Assistance Programme
- Healthcare Cashback Plan
- Moments that matter gifts (Weddings and Babies)
- A pension that both you and the company contribute to
- Generous staff discount
- Opportunities for professional development and career progression
Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.
If you have what it takes to be part of our future success we want to hear from you.
Please note - for the successful candidate, any employment is conditional on you having the right to work in the UK in the role in which you are employed.
Type of employment: Permanent, full-time
