Overview
Our client is seeking a Store Director / City Manager to lead a luxury retail business in New York, with accountability for commercial performance, team leadership, client development, and operational excellence across multiple doors. This leader will serve as the local representative of the house, partnering closely with international headquarters while building a high-performing market presence. The role offers the opportunity to shape growth, elevate service standards, and oversee both an established flagship environment and upcoming concession openings as one unified business.
Responsibilities
- Drive overall business performance across all assigned locations, with ownership of sales results, profitability, and key operating metrics.
- Analyze daily, weekly, and monthly KPIs, identify opportunities, and implement action plans to improve performance by store, category, and team member.
- Maintain full P&L responsibility, including staffing costs and operating expenses, to support a healthy bottom line.
- Lead from the selling floor, coaching the team in real time and reinforcing a high standard of luxury service and retail execution.
- Develop, train, and motivate associates to achieve and exceed personal and category sales goals.
- Build and lead a strong clienteling culture focused on new client acquisition, retention, and long-term relationship development.
- Shift in-store outreach toward a more proactive client development strategy, creating meaningful and sustained customer relationships.
- Leverage local market relationships and cultural connections to introduce the business to new client communities and expand brand awareness.
- Propose, develop, and host commercially effective in-store and off-site events on a regular basis, ensuring they are locally relevant, aligned with brand standards, and financially sound.
- Recruit, develop, and retain top talent across the market.
- Manage performance reviews, development plans, and regular feedback for direct reports and broader store teams.
- Identify high-potential talent and create structured growth paths and succession plans.
- Approve and monitor store schedules and ensure payroll accuracy and process integrity.
- Ensure team behavior consistently reflects the values, standards, and service expectations of this luxury house.
- Maintain visual merchandising standards across all doors and adjust presentations based on sales performance and business needs.
- Ensure compliance with company policies, procedures, and operational standards.
- Partner with Retail Operations and Merchandising to support inventory accuracy, control shrink, and execute initiatives that improve store performance.
- Lead concession openings, including pre-opening coordination, staffing, training, and operational readiness in partnership with cross-functional teams.
- Oversee the ongoing operation of concession locations, including inventory management, standards compliance, and performance reporting.
- Maintain strong awareness of the competitive luxury retail landscape and local market dynamics.
Requirements
- At least 5 years of experience in a luxury retail management role.
- Proven success opening, launching, or significantly growing a retail location at an early stage.
- Experience managing multi-unit, multi-door, or concession-based retail environments is strongly preferred.
- Demonstrated ability to lead teams, drive results, and build an accountable, service-focused culture.
- Strong commercial acumen, including experience with KPI analysis, action planning, and P&L management.
- Established client book and local luxury market network, or a clear track record of building one quickly.
- Experience developing and executing profitable client events, both in-store and off-site.
- Strong client service orientation and the ability to deliver a refined, memorable customer experience.
- Excellent coaching, talent development, and performance management skills.
- Strong mediation, negotiation, and conflict resolution abilities.
- Strong verbal and written communication skills in English.
- French language skills are a plus.
- Proficiency with Microsoft Office and retail operations systems.
- Action-oriented approach, sound judgment, and the ability to work closely with international and cross-functional partners.
