Store Manager

Soulland

Role Overview

Hiring Note

Store Leadership & Operations

• Lead and manage all day-to-day store operations, ensuring the highest standard of execution across every customer touchpoint.
• Act as the brand ambassador and culture carrier embodying Soulland's aesthetic, values, and community spirit at all times.
• Maintain full accountability for store performance including sales targets, conversion rates, ATV, and UPT.
• Develop, implement, and enforce store SOPs, service protocols, and operational workflows in line with Soulland standards.
• Conduct regular operational reviews and store audits to ensure visual merchandising, inventory levels, and brand presentation are consistently upheld.
• Ensure compliance with all UAE retail regulations, mall guidelines, and company policies.

Team Development & People Management

• Recruit, onboard, train, and mentor the store team including Senior Fashion Sales and Fashion Sales associates.
• Foster a positive, inclusive, and high-performance team culture that reflects the brand's authentic and approachable ethos.
• Manage staff scheduling, rosters, performance reviews, and team development plans.
• Identify talent gaps and collaborate with HR on recruitment and succession planning.
• Lead by example on the floor coaching the team on clienteling, product knowledge, and experiential selling techniques.

Customer Experience & Clienteling

• Drive an exceptional and human-centred in-store experience, ensuring every customer interaction is warm, knowledgeable, and on-brand.
• Leverage an existing network of premium lifestyle and streetwear customers to build a loyal client base from day one.
• Develop and maintain a clienteling programme building long-term relationships through personalised outreach, events, and product recommendations.
• Monitor customer feedback and NPS, implementing corrective actions swiftly to maintain service excellence.
• Manage escalated customer concerns with professionalism and a solution-first mindset.

Reporting & Stakeholder Management

• Prepare and present weekly and monthly operational reports, sales performance dashboards, and market insights to leadership.
• Maintain regular communication with the retail operations team and Soulland's brand partners.
• Provide data-driven recommendations to enhance store performance, product mix, and customer experience strategies.

Key Skills & Competencies

• Deep cultural understanding of premium streetwear, lifestyle, and contemporary fashion — ideally with a personal connection to Soulland's brand universe.
• Proven track record in store management within a premium or luxury retail environment (Vans, Maison Kitsuné, THAT Concept Store, Amongst Few, B-Hype, Elements, VAO Concept Store, Concepts, or similar).
• Strong leadership presence with the ability to inspire, develop, and retain a high-performing team.
• Excellent clienteling skills with an existing database of premium lifestyle customers relevant to the Dubai market.
• Commercial acumen fluent in KPIs, retail analytics, and performance management.
• Cool, approachable, and authentic personality someone who represents the brand naturally without scripted performance.
• Proficiency in POS systems, inventory management platforms, and retail reporting tools.
• Strong communication, interpersonal, and stakeholder management skills.

Preferred Qualifications & Experience

• Minimum 3 years retail management experience in premium/luxury fashion
• UAE retail experience strongly preferred — understands mall trading environment
• Proven team leadership — managed minimum 3 direct reports
• Strong English, Arabic a significant advantage
• Hands-on POS and stock management experience
• Available to work weekends and public holidays as required

Key Performance Indicators (KPIs)

• Drive daily, weekly and monthly sales targets — own the P&L at store level
• Lead, coach and manage the full store team — daily briefings, performance reviews, disciplinary process
• Maintain Soulland brand and VM (Visual Merchandising) standards at all times — visual and service
• Own all stock management — receiving, replenishment, stock counts, low-stock alerts
• Complete and submit daily sales report to Retail Operations Lead by 10pm every trading day
• Manage all customer escalations — first point of resolution for complaints
• Coordinate with warehouse on all deliveries, stock transfers and returns
• Ensure full SOP compliance across all shifts — opening, trading, closing
• Recruit, onboard and performance-manage team in partnership with Retail Operations Lead
• Attend weekly reviews with the reporting manager.

Performance KPIs

• Monthly revenue vs target
• Conversion rate
• ATV, UPT
• Team NPS (staff satisfaction)
• SOP compliance score — minimum 90% on mystery shop
• Stock accuracy — maximum 0.5% variance on monthly count
• Daily report submission — 100% on time