Sales and Service Manager

Job Introduction

At Whittard of Chelsea, we’ve been crafting exceptional tea, coffee, and hot chocolate since 1886. Today, our stores are spaces of warmth, storytelling, and discovery. And at the heart of it all is our flagship store-a destination for thousands of customers, tourists, and loyal fans alike.

We’re looking for a Sales & Service Manager who will help us raise the bar even further-championing incredible service, coaching a talented team, and delivering retail experiences that leave a lasting impression.

Working alongside the General Manager and Operations Manager, you'll focus on leading the sales and service team in our busiest, most high-profile location. You’ll take charge of the customer journey, performance coaching, and service standards-all while playing a vital role in shaping our brand's reputation on one of retail’s biggest stages.

A Day in the Life 

You’ll be:

• Leading the Sales & Service Team – Coaching, inspiring, and energising your team to deliver memorable interactions and exceed targets.
• Delivering Flagship-Level Customer Experience – Observing service in real-time, giving feedback, and ensuring consistency across a fast-paced, high-footfall environment.
• Driving Sales Performance – Using key metrics like conversion, ATV, SPH, and data capture to improve results, inform plans, and celebrate success.
• Building Team Capability – Recruiting, onboarding, and mentoring your team to grow within the store and the wider Whittard business.
• Raising Operational Standards – Ensuring everything from health & safety to product presentation is immaculate and in line with our flagship expectations.
• Bringing the Brand to Life – Working on seasonal campaigns, local activations, and brand moments that make our flagship store truly special.

What Makes You Exceptional? We’re looking for someone with:

• Proven retail leadership experience – ideally as a Supervisor, Assistant Manager or similar in a customer-focused, high-volume retail environment.
• Service passion – you're obsessed with creating positive customer moments and lifting the service game every day.
• People-first leadership – able to motivate, coach and support colleagues to be their best.
• Results focus – data-savvy and driven by performance, with strong commercial awareness.
• A calm, confident presence – comfortable leading through busy periods, adapting on the spot, and handling service challenges with ease.
• A natural love of product – especially when it comes to beautiful gifts, luxury treats, and the world of tea, coffee and hot chocolate.

Why Join Whittard’s Flagship Store?

This isn’t just a job in retail-it’s a chance to shine in our flagship store, at the heart of a business known for warmth, wonder, and customer delight. You’ll have the visibility, support, and opportunity to make a real impact-both for your team and your career.

We offer:

• Up to 50% discount on our full product range
• Monthly product allowance
• Retail bonus scheme
• Structured development and career progression
• A strong team culture in a beautiful, fast-paced store that’s always full of life

Ready to Lead at the Flagship?

If you’re energised by great retail, great people, and great experiences, we’d love to hear from you.

Apply now and help us deliver the best of Whittard, every day.