Cluster Manager; South West

Who You Are

You’ll be passionate about Retail and Fashion. You’ll have experience driving commercial success across shops and influencing teams. You’ll inspire others with your passion and expertise. You will be your true self and bring out the best in others too.

This is a mini Area Manager role and covers 11 store locations within the South West area.

Your focus will be on delivering business objectives and achieving budgeted sales by managing a Cluster of shops. You’ll regularly visit, mentor, and lead each shop within your Cluster and hold accountability for their success.

You will report to the Regional Manager and work alongside them to maximise shop and regional results by driving KPI performance, customer experience, brand values, and culture alongside people management.

• Inspire, motivate and engage the teams within your Cluster and proactively manage their performance.
• Role model our brand values and behaviours and lead by example, including progressing your own personal development.
• Identify and manage risks through actions plans and the implementation of change and improvements.
• Support the Regional Manager to deliver retail strategy and achieve business objectives by holding ownership for Cluster targets.
• Promote an open and supportive culture within your Cluster, actively encouraging innovation and feedback.
• Work alongside Head Office, Retail, Distribution Centre, and Customer Care stakeholders to ensure alignment and meet business needs. Communicate strategy, objectives and plans as appropriate, cascade updates to ensure teams hold the necessary knowledge, and report progress upwards.

• Ensure the shops within your Cluster are maximising their individual profit opportunities.
• Use commercial acumen to make decisions and drive Cluster performance. Report feedback and data to Head Office to influence processes and decision-making.
• Monitor and review data, implementing measures and actions to increase success.
• Oversee payroll and productivity for your Cluster, supporting Shop Managers to maximise their Pay to Sales.
• Oversee shop shrinkage and stock loss to ensure shops meet business targets, and action as improvement is needed.
• Strategically monitor competitor presence and actions within your cluster, and identify new shop opportunities including marketing, brand engagement, events, and new locations.

• Hold strong and professional relationships with the Shop Managers within your Cluster, including regular shop visits and guidance.
• Oversee recruitment for your Cluster, ensuring that vacancies are filled effectively in line with our brand values.
• Engage with talent management throughout your Cluster shops. Recognise and reward high or outstanding performance, while building action plans and providing support for underperformance. Work with individual Shop Managers to support their continuous learning and development.
• Support Shop Managers in identifying and resolving team training needs.
• Maintain an understanding of wellbeing across your Cluster, coaching Shop Managers to proactively support their team members and advising in specific cases.
• Collaborate with the People Team and Shop Managers to resolve any performance, conduct, or absence cases.

• Hold accountability for the customer experience across your Cluster. Act as brand ambassador our pillars (Be Friendly, Be Valuable, Be Inspiring) and ensure your teams represent these throughout the Customer Journey.
• Lead a multichannel strategy across your Cluster which results in strong KPIs for endless aisle orders, tagging, sign‑ups, and opt‑in conversion.
• Oversee the processes, VM standards, security, Health and Safety, employment law, housekeeping within your Cluster shops, offering guidance and direction as required to meet brand standards.
• Oversee Visual Merchandising within your Cluster to ensure product layouts are maximising shop sales opportunities. Provide feedback and guidance on floor moves, promotions, product launches, and windows to ensure they represent guidelines. Act as representative, sharing best practice and feedback to your Regional Manager and the VM…