The COMO Group represents an integrated approach to living well, grounded in a celebration of diversity and a deep respect for authenticity. The Group's businesses extend across hospitality (COMO Hotels and Resorts), fashion (Club21, Kids21, Dover Street Market Singapore), wellness (COMO Shambhala), organic living and specialty foods (COMO Dempsey, Culina and SuperNature) and philanthropy (COMO Foundation).
Job Summary
The Store Manager is responsible for the performance of the store, ensuring strong sales results, operational excellence and an elevated client experience. The role leads the team to deliver consistently high service standards while maintaining brand identity, visual standards and operational discipline.
The ideal candidate will have retail management experience, strong communication and leadership skills, and a passion for luxury service. They should be organised, customer-focused and capable of coaching teams to achieve sales and service excellence.
Job Responsibilities
Store Leadership & Operational Excellence
- Maintain a highly visible and hands-on presence on the sales floor, leading by example in client engagement, selling and service.
- Ensure the store consistently delivers a warm, elevated and personalised luxury client experience in line with Club21 standards and the positioning of the brands represented.
- Lead daily store routines including opening and closing, floor readiness, team deployment, briefing and handover.
- Ensure the store is consistently immaculate, well-presented and fully ready for trading, including sales floor, fitting rooms, cash desk and back-of-house areas.
- Maintain strong operational discipline across stock handling, inventory accuracy, cash handling, housekeeping and store procedures.
- Work closely with Visual Merchandising to ensure product presentation, visual standards and brand storytelling are consistently executed.
- Ensure all team members understand and consistently uphold Club21 service, grooming, selling and brand standards.
Sales & Commercial Performance
- Own the store's sales performance and deliver against monthly and annual sales targets.
- Lead the team on the sales floor to maximise conversion, average transaction value, units per transaction and overall productivity.
- Personally engage with clients and support the team in high-value sales, complex client interactions and VIP appointments.
- Analyse daily and weekly sales performance, identify gaps and take immediate corrective action with the team.
- Conduct regular sales briefings and communicate clear priorities to the team.
- Drive cross-selling, upselling and multi-brand selling opportunities across the store.
- Ensure strong product knowledge and styling capability across the team to support confident and personalised selling.
- Maintain strong stock discipline and work closely with relevant internal teams to maximise stock availability.
Luxury Client Experience & Clienteling
- Set the standard for exceptional luxury service.
- Build strong and lasting relationships with new, existing and high-value clients.
- Lead the team in clienteling, appointment setting, follow-up, reactivation and relationship building.
- Personally oversee key client interactions, VIP appointments and high-value transactions where appropriate.
- Lead the team in delivering personalised styling, product recommendations and cross-brand discovery.
- Support the execution of store events, private appointments and VIP activations, ensuring strong pre- and post-event client follow-up.
- Monitor client feedback and service performance and take action to continuously improve the client experience.
People Leadership & Talent Development
- Lead, coach and motivate the team to achieve consistently high standards of sales and service.
- Be a visible role model for professionalism, luxury service, selling behaviours and client relationship management.
- Conduct daily briefings, regular coaching and on-floor observations to strengthen team performance.
- Provide hands-on coaching in selling, styling, clienteling, product knowledge and service recovery.
- Set clear individual and team expectations.
- Recognise strong performance and address performance gaps promptly and constructively.
- Support recruitment, onboarding, training and development of team members in partnership with HR and Learning & Development.
- Develop team members for greater responsibility and build a strong internal talent pipeline.
- Foster a collaborative team culture where different brands can operate successfully under one unified store vision.
Brand & Visual Standards
- Ensure all brands within the store are represented in accordance with their individual brand identity while maintaining a cohesive Club21 luxury environment.
- Work closely with VM to maintain exceptional visual presentation.
- Ensure product replenishment, styling and presentation support brand storytelling.
- Ensure the team has strong awareness of brand positioning and can confidently communicate the unique characteristics of each brand to clients.
Compliance, Stock & Risk Management
- Ensure compliance with all company policies, operational procedures, safety requirements and loss prevention standards.
- Maintain accurate inventory records and ensure disciplined stock receiving, transfers, replenishment and stockroom management.
- Monitor and minimise stock discrepancies.
- Ensure transactions and daily reconciliation are completed accurately.
- Support regular stock counts, audits and investigations as required.
- Escalate operational, security, safety or compliance issues promptly.
Job Requirements
- Diploma or Degree in Fashion, Retail Management, Business, Brand Management or a related discipline.
- Minimum 7 years of experience in fashion, premium or luxury retail, with proven experience in a Store Manager or senior retail leadership role.
- Proven track record of personally leading a retail store and delivering strong sales and service performance.
- Strong understanding of luxury retail service, clienteling, VIP relationship management, selling and styling.
- Highly hands-on and commercially driven, with a strong presence on the sales floor and a passion for leading through example.
- Proven ability to coach, motivate and develop a retail team in a fast-paced environment.
- Strong understanding of visual merchandising, brand standards and luxury store presentation.
- Excellent communication, interpersonal and relationship-building skills.
- Confident, polished and engaging personality with the ability to interact comfortably with high-value clients.
- Strong organisational skills with attention to detail and operational discipline.
- Comfortable working inmulti-brand retail environment and able to balance multiple priorities while maintaining high standards.
