Service Manager

People & Service Manager at River Island

Department: Store Management

Location: Milton Keynes Fashion Park

We are on the lookout for a superstar People & Service Manager to join the team. You will constantly strive to improve the customer journey by creating an engaged and motivated team that delivers exceptional customer service. You will support the Store Leader to develop the team, maintain visual and operational standards, and drive conversion, sales and KPIs.

For a more detailed overview of this role, check out the job description attached at the bottom of this advert.

• Consistently deliver great service and role model this throughout the store team.
• Create a diverse and inclusive environment where all team members feel valued.
• Foster wellbeing in store by being a direct line of communication for the team.
• Duty manage in all areas of store operation including product and operations.
• Delight customers through the best customer journey across service, people, visual and operations.
• Support development of the store team to deliver a high performing, motivated and engaged team.
• Empower the team to deliver for the customer by placing customer experience at the centre of decision making.
• Understand and use commercial tools to drive actions that support store performance.
• Support the Store Leader to deliver store KPIs including sales, stock loss, payroll, conversion, voice of customer, RFID and people KPIs.
• Support management of store operations, including compliance with health & safety standards.

• You have previous experience in retail management with a focus on customer service and team leadership.
• You possess strong communication and interpersonal skills to connect with customers and team members.
• You are passionate about fashion and creating a positive shopping experience.
• You enjoy collaborating across the business with Head Office and other regions to deliver a seamless customer experience.
• You have a proactive approach to problem-solving and can handle challenges with ease.
• You thrive in a fast-paced environment and adapt quickly to change.
• You have a proven track record of developing and inspiring teams.
• You love our products and aim to create the best possible customer journey.

• Fast-Paced Environment: Priorities shift based on sales, customer trends and seasonal demands. Be comfortable adapting and juggling multiple tasks.
• Reporting: Ability to analyse customer feedback and sales data to drive improvements.
• Managing People: Strong emotional intelligence is essential for managing a diverse team.
• Hands-On Role: You will be hands-on with product movement, floor resets, and layout adjustments.
• Weekend Work: You may work weekends, public holidays, and peak seasonal periods.
• Deadlines: Strong time management is important for balancing responsibilities.
• Leading a Team: Foster a positive team culture to create an enjoyable work environment.

• Generous 50% staff discount & uniform allowance.
• Discounts and benefits through Reward Gateway to support daily expenses and wellbeing.
• Stores fitted with Kindness Cupboards and support from Retail Trust for Islanders.
• Support for diverse family setups (maternity, paternity, adoption & fertility) in partnership with Retail Trust.
• Give as you earn scheme and matched funding.
• Progression focus across Retail & Head Office with on-the-job training and qualifications.
• Generous bonus scheme & private pension plan.
• 28 days (UK) / 30 days (ROI) paid holiday, with option to buy additional holiday.

River Island is committed to safeguarding all employees and to equality of opportunity. We welcome applications from all backgrounds and will consider flexible working requests where possible.

• Mid-Senior level

• Contract

• Other

• Retail

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