Dezeen Jobs

There is an opportunity for a shop manager to join the twentytwentyone team in London.

We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where everyone is treated with dignity and respect. If you need any reasonable adjustments during the recruitment process, please let us know.

About twentytwentyone

Established for over 30 years, twentytwentyone is one of London’s leading retailers of classic and contemporary design. Specialising in premium furniture, lighting and accessories from the world’s most respected designers and manufacturers. Its reputation has been built on exceptional customer service, specialist product knowledge and a carefully curated collection of internationally recognised designs, alongside new work from emerging designers.

The role

We are looking for an experienced, commercially minded and passionate shop manager to lead our retail team.

This is a hands-on management role requiring an individual who can inspire a team, drive sales, maintain exceptional customer service and oversee the smooth day-to-day operations of the shop. You will manage a team of around ten and take ownership of the shop and showroom’s commercial performance, ensuring high operational standards while creating an engaging environment for both customers and staff.

The successful candidate will bring strong retail management experience, a genuine enthusiasm for design, confidence leading people and the ability to make sound commercial decisions independently.

Key responsibilities

Sales and commercial performance:

• drive retail sales to consistently achieve or exceed monthly/annual sales targets
• monitor daily, weekly and monthly sales performance, taking proactive steps to address any shortfalls
• develop strategies to increase footfall, order value growth, conversion rates and repeat business
• build and maintain long-term relationships with clients to encourage customer loyalty
• ensure all sales opportunities are captured accurately and progressed efficiently through Shopify POS and Sage to maximise enquiry conversion through fast response times
• work closely with the buying team to ensure the product mix reflects customer demand, current design trends and the need for inspiring displays
• analyse sales reports and product performance to identify trends and opportunities
• identify slow-moving stock and develop merchandising strategies to improve sell-through
• support the launch of new collections, supplier events and in-store promotions to drive customer engagement
• monitor competitor activity and market trends, making recommendations to maintain competitiveness

Team leadership:

• lead, motivate and continual development of a team of effective sales employees
• manage staff rotas, day-to-day supervision and team performance
• recruit, onboard and train new team members, ensuring they are successfully integrated into the business
• conduct regular probationary and annual performance reviews, setting objectives and supporting staff development
• identify training and development opportunities to help team members reach their full potential
• manage employee relations and handle day-to-day HR matters professionally and confidentially, working closely with the company’s external HR advisers where appropriate
• address performance, attendance and disciplinary matters in line with company policies, seeking guidance from the external HR service when required
• encourage excellent product knowledge and consistently high standards of customer service through internal and external training and product focus presentations
• foster a positive team culture built on accountability, communication and continuous improvement

Customer experience:

• deliver an exceptional customer experience from initial enquiry through to delivery and after-sales support
• build lasting customer relationships and support clients from other departments, including web and contracts, where required
• support the team in resolving customer complaints and after-sales issues professionally and efficiently, prioritising customer needs whilst considering company costs and profitability
• monitor all customer orders to ensure they are progressing as expected and that any delays or issues are identified and addressed promptly
• work closely with suppliers, logistics partners and internal departments to ensure customer expectations are met or exceeded
• promote a culture of accountability, attention to detail and outstanding customer care across the team

Stock and operations:

• maintain accurate stock records within Sage and via Shopify POS
• oversee stock room organisation and weekly stock movements
• liaise with warehouse and purchasing team regarding stock availability and replenishment
• ensure web picks for web orders and click and collect orders are managed efficiently
• oversee stock take operations

Visual merchandising and supplier relations:

• oversee the visual merchandising of the shop, ensuring displays are inspiring, commercially effective and reflect the twentytwentyone brand
• plan and refresh the shop window and key shop displays in line with seasonal trends, new product launches and sales performance, on a rolling program either monthly or bi-monthly
• review product performance by display location and identify opportunities to improve product visibility and sales through effective merchandising and placement instore
• regularly update and rotate shop displays, with a target of refreshing key areas approximately every two months (windows monthly) to maintain customer interest and maximise sales
• work closely with the purchasing team to ensure featured products are available and appropriately represented
• build and maintain strong working relationships with key suppliers and brand partners
• liaise with suppliers to coordinate display materials, product launches, training opportunities and showroom updates and maximising potential from retail referrals
• stay informed about design trends, new collections and industry developments to ensure the showroom remains current and inspiring

Showroom maintenance and space planning:

• take overall responsibility for the presentation, upkeep and maintenance of the shop, ensuring it is always maintained to the highest standard
• maximise the effective use of shop space, reviewing layouts regularly to improve product presentation, customer flow and sales opportunities
• identify and report any maintenance issues or repair requirements that require external support to the directors in a timely manner
• carry out minor maintenance tasks and touch-up painting following display changes or showroom moves where required
• oversee the changeover and refreshing of display areas, including furniture, lighting and accessories
• reconfigure lighting displays to support new product launches, merchandising initiatives and seasonal updates
• the role includes practical showroom tasks such as using ladders, moving displays and changing lighting. These tasks may be carried out personally, delegated to trained team members or completed with appropriate support and reasonable adjustments
• ensure the shop environment remains safe, well organised and visually inspiring for customers and staff at all times

Skills and experience

The successful candidate will demonstrate:

• relevant retail experience, including experience of leading a team. Experience in a design-led retail, furniture, interiors or premium customer-service environment would be helpful but is not essential
• a proven track record of achieving and exceeding retail sales targets
• strong leadership skills with the ability to motivate, develop and inspire a team
• excellent customer service and relationship management skills
• a genuine passion for contemporary furniture, lighting and design
• strong organisational and administrative skills with excellent verbal and written communication
• effective commercial awareness and the ability to interpret sales data and identify opportunities
• the ability to make well-informed commercial decisions, using relevant information and seeking input where appropriate
• the ability to work proactively, use initiative and prioritise effectively in a fast-paced retail environment
• high attention to detail and a commitment to accuracy across sales, stock and administration
• experience using Sage and POS systems (or similar retail management software)

The offer:

• the opportunity to work with some of the world’s leading design furniture and lighting brands
• a key leadership role within one of London’s most respected independent design retailers
• a collaborative and supportive working environment across several departments
• ongoing opportunities for professional development through training and through supplier visits
• staff discount and additional company benefits
• Employee Ownership Trust status and companywide bonus scheme

Location: Upper Street, Islington, London N1 2UA

Hours: full-time, five days per week, including weekend working

Salary: competitive and dependent on experience

www.twentytwentyone.com