Retail Cluster Manager

Full time, permanent contract

About Bravissimo

Part of Wacoal Europe Group, Bravissimo is an award-winning, multi-channel lingerie retailer on a mission to uplift women. Since 1995, our purpose has stayed the same: to inspire our customers to feel supported, celebrated, and confident every day.

We have 25 shops in the UK alongside a thriving ecommerce community, which offers a wide range of beautiful lingerie, swimwear and nightwear for women who wear a D to L cup, giving them so much choice.

We are on an exciting journey of growth and are loving every minute of it!

Bravissimo Benefits

• Up to 25 days holiday

• The opportunity to buy up to 5 additional days holiday each year

• Access to free and confidential 24/7 employee support from Retail Trust

• 50% discount on full priced items for you, your family & friends, up to a limit

• Healthcare Cash Plan for you and up to 4 children through Medicash

• Employer pension contributions up to 6%

• Life Assurance

• Great training and learning resources

• Long service awards after 5 years’ service

• Access to new and upcoming products, with the opportunity to provide feedback

• Access to discounts at many retailers, day out destinations and gyms through Retail Trust and Medicash

About the Job

Our purpose is to inspire our customers to feel confident and uplifted. Our Cluster Managers drive performance in their home-store (where they are Store Manager) and their wider cluster of stores. This is done through our people, processes, and procedures - to ensure all our shops and their teams build customer loyalty through our Bravissimo Customer Experience, and in line with our purpose.

This role will be primarily based at our Brighton shop, where the successful candidate will also act as Shop Manager, taking responsibility for the day-to-day leadership and performance of this store alongside overseeing their wider cluster.

Working alongside a team of other Cluster Managers (with various cluster/remit size) each Cluster Manager will take ownership and responsibility for delivery in their cluster of shops.

Key accountabilities:

Customer Experience

• Delivering our purpose, always everywhere.

• Own compliments and complaints, celebrating, investigating, and addressing across the cluster with the objective of restoring customers’ faith in Bravissimo.

• Influence VM standards across your cluster, to produce consistent, credible displays across product and marketing, working collaboratively with the Retail VM Lead.

• Analyse data to drive performance and support experience.

• Use your insights and expertise in the wider Bravissimo team – be the voice of our customers, responsible for ensuring teams understand what is affecting our customers, identifying trends in feedback.

• Shape decisions that affect our customers and Bravissimo as a whole - by working cross functionally, particularly with VM, the Retail Operations Lead, Product, Supply and Marketing.

• Support the development and delivery of the strategy for Retail, through having a depth of understanding of our Bravissimo business model and what makes it successful.

People Management

• Inspire, lead, and develop shop management teams in your cluster, ensuring they are aligned to our purpose, brand and culture and living We Are Bravissimo.

• Ensure that shop management teams have the information, resources and training they need to consistently deliver customer loyalty through our teams.

• Use Judgement when identifying development needs of individuals and progression for the future through succession planning and robust management PDP’s.

• Support shop manager with people issues in a timely manner, whilst collaborating with P&C where required.

• Work at pace to deal with issues promptly to minimise impact on team and customer behaviour.

Operations & Environment

• Influence the operations in shops to run efficiently and effectively including our people costs, blueprint and pay to sales budgets.

• Responsible for our health and safety commitment in your cluster, ensuring all incidents are reported and escalated effectively using the correct procedure/process.

• Implement and review inventory control measures, including stock adjustments and reconciliation of stock procedures to maintain accurate inventory measures.

• Own maintenance needs across the cluster, ensuring shops and equipment is safe for the team and customers.

Person specification

• Affinity with our purpose and brand.

• Demonstrable Customer Service experience and a passion for delivering an uplifting experience for our customers.

• IT skills – Excel and PowerPoint

• Foster a commercial mindset, reviewing and analysing data and efficiencies, with the customer at the heart of all decisions made.

• Confidence in leading and influencing others, and managing difficult conversations.

• Ability to build relationships and rapport quickly with stakeholders.

• Collaborative working style.

• Ability to prioritise. Be agile and flexible.

Please note, due to the nature of the roles in our shops, there is a genuine occupational requirement for post holders to be female. This is covered under Schedule 9, Part 1, of the 2010 Equality Act.

Interested?

If this role sounds like a perfect fit for you, we’d absolutely love to hear from you! Just click the ‘Apply Now’ button below and you’ll be taken to a new page where you can send us your application.

Please include your CV and a cover letter telling us why you’d love to join Bravissimo and what you’d bring to the role. We really do read every single one - honestly! and we can’t move forward without it, so take this as your moment to tell us your story (as we love getting to know you) and your why!

If this opportunity makes you feel excited (we hope it does!), don’t wait too long to apply as we may close the advert early if we receive lots of applications.