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General Manager

Reports to:  Area Manager


  • To Brighten up the Day of our people and our customers by taking overall accountability for the Flagship store and ensuring the sales and customer experience builds brand loyalty and maximizes profitability.

  • Takes overall accountability for building and developing a motivated and high performing Management and Store team and a culture of continuous learning

  • Takes accountability for operating as a leading edge Cath Kidston brand ambassador in all customer, stakeholder and partner relationships.

Direct Reports:

Customer Experience Manager
Operations Manager
Visual Merchandising Manager

Key Accountabilities and Responsibilities

Business Management

  • Accountable for all the Flagship based commercial targets on a daily, weekly and monthly basis

  • Manages the Customer Experience Manager, the Operations Manager and the Visual Merchandising Manager to ensure all controllable costs are kept to a minimum without compromising on the Cath Kidston brand standards

  • Accountable for ensuring all KPI and financial reports are analyzed daily, weekly and monthly.

Brand  Experience

  • Delivers a Brand experience strategy for the Flagship store by working closely with Head Office departments in order to continually develop how our customers experience the Cath Kidston  “Brighten Up Your day” philosophy.

  • Acts as a brand ambassador for all internal and external store visits.

Customer Experience

  • Creates a warm, friendly, cheerful and fun Cath Kidston home away from home environment in store and with all interactions with customers

  • Works closely with the management team to ensure that the in store customer experience is delivered on brand and to the highest standards

  • Accountable for ensuring that all aspects of the Cath Kidston brand, image and business are promoted in the Flagship store with enthusiasm and positivity at all times

Leadership and Talent Management

  • Accountable for developing  the management team and the wider team to enrich the success of the store and to maintain a positive, motivated team environment

  • Sets daily, weekly and monthly targets to the management team and continually monitors results

  • Sets SMART objectives and continually monitors achievements, providing feedback to drive performance on an on- going basis

  • Ensures the management team receives on going feedback on their performance and conducts twice yearly appraisals with the management team

  • Accountable for ensuring a talent map and succession plan for the whole store is developed and continually reviewed to ensure internal development of management and  team capabilities

  • Accountable for ensuring the management team effectively manages all in store HR processes including disciplinary, grievance and absence management.

Retail Operational Excellence

  • Accountable for all stock management procedures & processes and for minimizing stock loss

  • Works with the Operations Manager and Head Office to continually review stockholding and identify opportunities for improvements

  • Accountable for ensuring the effective in store management of staff rota’s, holidays and payroll administration

Visual Merchandising

  • Works with the Head Office Visual Merchandising team and VM Manager to plan and execute all new VM innovations and trials

  • Works alongside the Visual Merchandising Manager and the management team to ensure the delivery of excellent product presentation and to ensure the highest standards of visual merchandising at all times

  • Takes overall accountability for the appearance and upkeep of the store at all times.

Marketing & Event Management

  • Works with the Head Office Marketing team to deliver the annual marketing calendar for the Flagship store

  • Accountable for ensuring all Flagship Marketing Events and Promotions  are thoroughly executed effectively and to the highest standards through the in store marketing specialists and generalists


  • Accountable for the overall management  and control of all banking processes and procedures

Security, Health & Safety

  • Accountable for the overall management of all monetary and security procedures and systems

  • Accountable for all store Health & compliance


Commercial Acumen
Customer Focus
Operational Excellence
Leadership, Team working and Talent Management
Developing Others
Personal Effectiveness
Communication and Interpersonal Skills
Drive & Initiative
Results Orientation
Planning & Organising

Performance Indicators

Flagship Balance Score Card

Sales V LY & Target
Achieving stock loss targets
Controllable Costs budgets
Mystery Shopper targets
Meeting and excelling company set  objectives and targets on a monthly and annual basis
Data Capture targets
Appraisals and The Brighter Retail Programme

To apply for this role please send us a copy of your CV and a covering letter stating salary expectations to: headofficerecruitment@cathkidston.co.uk


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