Flagship Store General Manager

The Role As General Manager of our Madison Avenue flagship, you are the link between the brand vision and how it comes to life in the store. You will grow a loyal and deeply engaged client base, and build a high-performing team with the customer at its core. The store already converts beautifully; your biggest opportunity is bringing more of the right women through the door and turning first visits into lasting relationships. Success means growing traffic and sales, running a tight omnichannel operation, and developing a team and playbook that can scale as we open more stores. This role reports to the Chief Revenue Officer. Responsibilities Store Performance Drive and report on core store KPIs daily and weekly: traffic, conversion, AOV, UPT, new vs. returning customers, and clienteling-attributed sales. Partner with buying, planning, and ecommerce teams on store sales forecasts, assortment, and inventory plans; share local category trends and customer feedback. Own strategic planning and execution of company initiatives, optimizing their impact for physical retail. Read the floor during peak hours to diagnose traffic patterns, team performance, and service gaps in real time. Clienteling, Loyalty & Local Traffic Build and run an appointment-led clienteling program, including personal styling appointments and outreach plans that keep the business strong through slower seasons. Partner with our VIP and Customer teams on top-client experiences, and bring our loyalty program to life in store. Partner with Marketing to build and execute a local traffic plan: store-specific email and SMS, appointments, community partnerships, and a calendar of in-store events designed as VIP shopping experiences. Lead community outreach in New York, using and growing your network to build the store's client base. Partner with Marketing & Creative to cascade brand campaigns to the store through visuals, storytelling, and the overall experience. Omnichannel & Store Operations Own store inventory accuracy: receiving, cycle counts, transfers, replenishment, and shrink, in partnership with Operations. Run ship-from-store, returns, and exchanges to clear service-level standards, and flag routing or system issues quickly. Develop and maintain standard operating procedures for core retail functions, including receiving and processing, returns and exchanges, visual merchandising, store maintenance, and scheduling. Manage the facility and vendor relationships (building, HVAC, janitorial, fire safety and compliance) so the store is always guest-ready. Plan, analyze, and set goals to achieve daily, weekly, and annual productivity objectives. Leadership Plan the store's talent strategy, including seasonal staffing (sales, greeter, visual, and back-of-house coverage). Hire, develop, and retain high-performing sales and operations talent; set clear role expectations and individual KPIs. Develop a bench deep enough that you can observe…