Assistant Operations Manager, New York SoHo

Working Here

New York SoHo was our 1st US store, opening in 2009. It has 27,000 square feet of the latest trends from TOPSHOP & TOPMAN laid out over 4 floors. The store is home to over 200 team members on the bustling area of Broadway and Broome. Its unique British shopping experience keeps our customers coming back for more.

The Job


• Drive an exceptional internal and external customer experience by role modeling a great service and selling approach and coaching the team to prioritize the customer
• Support the team to understand their role in delivering the ‘Fashion Role Model’, ‘Know Your Stuff’, ‘Connecting with Customers’ and ‘All Sizes Out’ expectations
• Facilitate the collection of internal customer feedback to influence decisions that impact meeting the needs of the internal customer
• Manage time and tasks effectively, putting the needs of the customer first to ensure that tasks don’t impact on the customer experience
• Effectively manage escalated internal or external customer situations ensuring a positive outcome is achieved


• Support the Team Leads to guarantee that the team have all tools and skills needed to execute The Perfect Operation
• Positively promote all sizes out by reviewing size availability and product flow to identify opportunities and maximize sales
• Partner with the Operations Manager to create critical path plans that support the team deliver on all business deadlines (markdowns, launches and audits)
• Motivate the team to deliver Key Performance Indicators (KPIs), daily and weekly targets through effective team management and communication
• Embrace all brand initiatives which support the perfect operation; communicating and challenging results (ASO, Processing time, Order in Store)
• Partner with the operations manager in promoting all Health and Safety requirements and providing a safe environment for customers and the team
• Confidently use all reports to support the team and instore functions to maximize sales opportunities through optimizing stockroom layout
• Challenge the team by consistently reviewing the schedules, planning and zoning of the operations functions to ensure the efficient running
• Work alongside the operations manager with inventory planning and execution, promoting the roll out and implementation of the stock loss action plan
• Effectively follow all opening and closing procedures to be customer ready at all times and protect the business
• Support the visual team by encouraging the operations team to prioritize the processing of newness and best sellers whilst consistently delivering retail standards
• Drive consistency by ensuring all instore teams are kept up-to-date with pertinent information and executing effective handovers
• Liaise with the retail and admin teams to ensure that all till discrepancies and errors are effectively managed
• Highlight opportunities to improve daily operations or maximize sales to the Operations Manager
• Deliver on any Duties of Responsibilities (DORs) or projects assigned by the management team
• Ensure all perfect operation tools are utilized to maintain silent service standards and drive any improvements needed through working with all instore teams
• Support all team in completing all audits/controls and understanding State and federal laws that pertain to their roles
• Knowledge and adherence to all company policies and procedures


• Demonstrate the ability to work with a sense of urgency, efficiently balancing multiple requests and tasks
• Demonstrate an ability to problem-solve and react quickly to changing situations
• Manage the cascade of communication to all within the team, effectively filtering messages and ensuring all methods of communication are utilized to energize and inform the team
• Identify and positively address performance management issues
• Effectively identify opportunities to delegate tools to support development opportunities and completing all tasks effectively
• Support the Operations Manager to create an inclusive culture for all by encouraging everyone within the team to have a voice and listening to their opinions
• Know how to drive forward with your own ideas appropriately and professionally
• Develop a strong network across the instore functions
• Self-aware and proactive about your own development through seeking out feedback about your strengths and opportunities
• Able to recruit outstanding individuals who will deliver the Brand’s vision and manage their induction process to deliver both the technical and behavioral skills needed to be successful in the role
• Respond to all kinds of feedback in a positive and professional way
• Identify key players within the team to support store succession planning
• Demonstrate flexibility in leadership style and approach to fit individual’s needs
• Own team lead development and support their progression and growth
• Drive a development culture ensuring that training needs within in the team or individuals are identified and appropriate training or support is delivered
• Utilize Duties of Responsibilities as a method of driving the business needs and supporting individuals development
• Establish expectations for all the team through regular feedback and reviews
• Effective handing of escalated team issues and challenges
• Positively promote the operations function with the rest of the store team and be seen as an expert in stockroom skills and knowledge

Must Haves

• 1-2 years of Management experience
• Indepth knowledge and experience of managing store processes including; payroll controls, stock loss, office controls and general expenditure
• Strong organizational skills with the ability to predict and plan for future challenges and business growth opportunities
• Enjoy working in a fast-paced and ever changing climate
• Strong focus on leading the team to drive success across a range of key performance indicators
• Excited by having the opportunity to identify solutions to operational, product and team challenges
• Role model exceptional internal and external customers service
• Open Availability to suit the business needs (including weekends and occasional nights)
• Have an infinity with the Brand identity

Added Extras

  • • Paid Time Off
    • Staff Discount
    • Fashion Role Model Allowance
    • Wageworks Commuter Benefit
    • 401k Scheme
    • Development Opportunities
    • Health Care (Medical, Dental & Vision) – Full Time Only