Flagship Store Manager (Retail General Manager)

About the role

Whittard of Chelsea is seeking an experienced Retail General Manager to lead its flagship store in London. This high‑visibility role combines front‑line customer interaction with full P&L responsibility, setting the standard for a premium, customer‑first environment.

Key responsibilities

• Lead daily store operations on the shop floor, greeting guests and coaching staff in real time.
• Manage a large, diverse team, including two direct reports (Sales & Service Manager and Operations Manager), and drive performance, development and succession planning.
• Own store financials, using KPIs, footfall data and customer feedback to make agile commercial decisions that maximise sales and profit.
• Oversee visual merchandising, stock control, cash handling and compliance, ensuring smooth, clockwork operations.
• Lead health & safety initiatives and act as a local brand ambassador, building relationships with nearby businesses and tailoring promotions for the London market.

Required profile

• Minimum 3 years of store or general management experience in premium, high‑footfall retail (food, beverage, gifting or hospitality‑led environments).
• Hands‑on leadership style with a passion for coaching and serving both team and customers.
• Strong commercial acumen, comfortable managing P&L and interpreting trade reports.
• Excellent attention to detail across health & safety, visual standards and stock integrity.

Required skills

• Proven ability to manage P&L and drive profitability.
• Experience with KPI analysis and footfall trend monitoring.
• Knowledge of health & safety regulations and visual merchandising principles.

What we offer

• Up to 50 % discount on Whittard teas, coffees and gifts.
• Monthly product allowance to explore new favourites.
• Discretionary bonus scheme and performance rewards.
• Tailored development support and wellbeing resources.
• Family‑friendly working practices and opportunities to collaborate across the store network.