Job Description

The Harrods Bookshop: Store Manager - WHSmith

Our goal is to make every one of life's journeys better and at the heart of this are our people, customers, and partners. You contribute to the success of this by leading the performance of your store for continued growth and success.

What being The Harrods Bookshop Store Manager is all about:

People, Plan, Customer:

Fostering a positive culture where everyone recognises their role within a team and work together as a unified group to deliver business goals. Tailoring development and training plans to suit the varying capabilities and nurturing the strengths and potential of your team. Creating an environment that encourages openness, idea sharing and engagement. You'll be an advocate for the colleague voice, creating a stores engagement plan that supports and embeds the Districts/Divisional actions. Taking full responsibility for all HR processes ensuring that all policies and procedures are consistently followed with support from the ER team. Taking accountability for ensuring our stores are safe and legal with the right HMRC compliance. Creating inclusive environments. You are a role model who values diversity, prioritising the wellbeing of your teams. Approaching store visits and meetings with both internal contacts and our landlord with a purpose, balancing focus between People, Plan and Customers. Interpreting data to drive impactful results, communicating clear, SMART actions to stores and consistently monitoring their effectiveness. Ensuring store activities are delivered on time and to a high standard as per the brand guidelines and required supplier compliance. Through effective business planning, you will deliver a full commercial business scorecard across sales, shrink, payroll and legal. Ensuring right colleague, right place, right time is achieved within budgeted hours and managed for peaks in all stores. Taking accountability for consistently high store standards across your store through coaching and validating exemplary execution of our brilliant behaviours. Role-modelling a world-class customer experience, coaching your team to sell, manage queues and delight customers through friendly and helpful interactions. Ensuring we are consistently delivering strong NPS scores and regularly receiving feedback from our customers. Coaching the teams so they understand the key commercial levers to grow sales, focusing on ATV, transaction volumes, Harrods Rewards Card KPI's and supporting them with selling techniques. Being the day to day contact for our landlord, building an excellent and respectful relationship whilst dealing with any issues promptly.

How we reward our teams:

We know you'll work hard to make WH Smith a success and our customers happy, so as well as your salary, pension scheme, holidays (Management - 33 days including bank holidays) (Hourly paid 6.6 weeks including bank holidays) and employee discounts across WHSmith and Harrods (up to 50%), we'll reward you with a range of deals from retail partners that will help you save money and make memories, whether a delicious meal, an adventurous day out, or tickets to see the latest blockbuster.



Whatever the future brings, our Employee Assistance Programme will support you with help and guidance for your wellbeing whether physical, mental or financial.

About us:

WHSmith has a remarkable heritage, and we are growing particularly in our department stores, airports, hospitals, rail stations and motorway services. Our aim is simple, to offer our products to everyone on any of life's journeys. Our InMotion brand, a leading digital accessories business, continues to grow and develop, offering an amazing customer experience with all the latest tech. We have created great partnerships with the likes of Harrods, Selfridges, Fenwick's, M&S and Costa Coffee, 'broadening our offering' to our customers throughout the UK. That's why, as we continue our journey, our aim is simple: to make every one of life's journeys better!



WHSmith are proud to be an inclusive employer, we want our colleagues to feel welcome, and free to be themselves with us.