Senior National Retail Manager

Department: Retail

Employment Type: Full Time

Location: London

Description

REFY is seeking a National Retail Manager to take full day-to-day ownership of our in store performance across UK and Ireland Retail spaces. This role will oversee a mix of staffed doors (Selfridges, Brown Thomas) and partner-staffed doors within the UK and Ireland, which requires leadership, relationship-building, operational oversight, and sales performance. This is a hands-on role focused on executing the vision and strategy set by wider business - covering people, operations, customer insights, and partner feedback - to provide the Head Office with the full picture. Ensuring REFY standards are met and delivered, and our REFY in store team are representative of our values and true REFY ambassadors. You will be the first point of contact for Department Managers, Business Managers and key contacts in store, providing on-the-ground leadership, support,resolving operational issues, and driving sales performance.

KEY RESPONSIBILITIES

SELFRIDGES

• Lead daily operations across Selfridges concessions, ensuring all brand, service, and operational standards are met.
• Conduct daily walk-throughs to check sales floor presentation, stock levels, tester condition, and staff readiness.
• Deliver in-store coaching and training to Store Managers, Assistant Managers, and teams to embed sales techniques and brand knowledge.
• Ensure sales targets, ATV, and CSAT goals are actively tracked and met.
• Act as the on-site leader in the absence of the Head of Retail Sales, taking full responsibility for operations and performance.

NEW UK RETAILERS & SEPHORA UK

• Conduct regular visits to priority stores to monitor VM, stock, and brand presence.
• Build strong store-level relationships to secure the best visibility and support for REFY.
• Provide feedback and photo reports on execution and opportunities for improvement.

BROWN THOMAS, IRELAND

• Maintain regular communication with local partners to ensure brand standards are upheld.
• Support quarterly training delivery in partnership with the Education team.

RETAIL TRAINING & COACHING

• Deliver day-to-day training in-store to ensure all team members can confidently represent REFY and drive sales.
• Reinforce training content cascaded by the Global Head of Retail and Education team.
• Monitor and support individual development plans for store staff.

RETAIL EVENTS & ACTIVATIONS

• Execute in-store events and activations to REFY’s standards, ensuring set-up, staffing, and stock are ready on the day.
• Act as the key link between store teams and the Head Office teams to ensure events run smoothly.

OPERATIONAL EXCELLENCE

• Maintain and enforce operational processes including stock counts, stock-out escalation, tester replenishment, and backstock organisation.
• Provide timely and accurate operational updates to the Head of Retail Sales and relevant HQ teams.

PERFORMANCE REPORTING

• Submit concise weekly reports to the Global Head of Retail covering store performance, operational updates, and customer feedback.
• Highlight successes, identify issues, and recommend actions to drive performance improvements.

SKILLS, KNOWLEDGE AND EXPERIENCE

• 7+ years’ experience in premium/luxury beauty retail.
• Proven track record managing daily operations and coaching multi-site teams.
• Strong communication and leadership skills, with the ability to motivate and develop others.
• Excellent organisational skills with a keen eye for operational and visual detail.
• Competent in MS Office and retailer reporting systems.
• Experience delivering events and activations in retail settings.
• Knowledge of VM principles and operational stock management.

OUR PERKS

• 25+ Days Holiday: Start with 25, earn one for every year\'s service (up to 5)
• Extra Holidays: Option to buy up to 5 additional days.
• Sabbatical Leave: Take up to 3 months off after 4 years of service.
• Community First Day: A day to support a cause you love.
• Bonus Scheme: Rewards for your hard work and success.
• Family Leave: Enhanced support for new parents.
• EV Scheme: Drive electric with salary sacrifice options.
• Financial Coaching: Guidance to boost your money mindset.
• Flexible Religious Holidays: Flexibility to honour days that matter to you.
• Flexible Working: Flexi start and finish times with the option to work one day per week from home.
• REFY Product Perks: Annual allowance, exclusive discounts, and be the first to try new REFY products before any launches!
• Regular Social Events: Team-Building days and seasonal parties.
• Career Growth: Tailored training and development opportunities.
• Vitality Health Insurance: Health coverage with added benefits.