Retail Duty Manager

Applications close: 24 May 2026

The Retail Duty Manager team is composed of three Retail Duty Managers who are expected to work collaboratively towards achieving the Retail team’s goals through shared responsibility and joint execution of tasks. Each Retail Duty Manager is also expected to utilise their individual strengths and expertise to strengthen the effectiveness and unity of the Retail Duty Manager team. 

In this role, you will be the operational manager for the Shop, cafe stand (the Stand) and online Shop. You will have the responsibility to ensure that the Retail Experience team provide exceptional standards of customer experience, that all Japan House London guests are welcomed warmly, encouraged to learn about and enjoy their shopping experience in the Shop and the Stand, enabling them to experience Japanese cultures though the retail products and what is on at Japan House London.

You will motivate the Retail Experience team and to maintain a positive work atmosphere, helping to ensure retail revenue targets and team KPIs are met. You will be the escalation point for customer queries in The Shop and you will also coach and lead the team on the Shop floor, role modelling our service standards, behaviours and values. 

You will support the security presence in all the Shop public spaces and ensure that the Health and Safety Policy are adhered to. This includes managing visitor flow, being alert to potential hazards, and responding to a variety of needs. 

• Retail Services Manager  
• Executive Director 
• Merchandising Team 
• Retail Marketing& Digital team
• Visitor Experience  Duty Manager
• Visitor Experience team 
• Operations Team
• Retail Finance Team 

• Third-party contractors for cleaning and security
• Third-party suppliers in case of the shop events 

• Lead by example, ensuring the Values of Japan House London are embedded and upheld within REA team
• Manage and motivate the REA team to ensure a focus on customer service and customer engagement to achieve targets
• Lead in driving sales and providing feedback to the REA team to improve customer service and productivity 
• Maintain a Japanese aesthetic and refined shopping environment, ensuring excellent execution and maintenance of retail displays across The Shop and plan and lead the setting up visual displays in Shop, booths and windows.
• Stay up to date about product lines and product delivery status and ensure  REA team members undertake product training.
• Stay up to date with and ensure REA team promotes all Japan House London facilities, exhibitions and events
• Liaise with Retail Services Manager, Merchandising team and Retail Marketing & Digital team, lead the operational implementation of any Shop promotions or experiences on the Shop floor.

• Carry out daily operational checklists to ensure efficient and safely operation of retail environment and team
• Ensure products are replenished and well-presented across retail spaces
• Ensure daily cleaning, weekly and monthly deep-cleaning and maintenance of the Shop and the Stand are carried out properly.
• Plan and provide a daily schedule to ensure appropriate staffing levels throughout the day.
• Provide the REA team with a morning briefing and a handover briefing at the beginning and end of both shifts
• Ensure that staff are appropriately assigned according to the daily schedule and that customer service is being delivered effectively, making schedule adjustments as needed based on the situation.
• Handle on-site customer inquiries, complaints, refunds, and exchanges.
• Support the Shop administrator to hand let he online customer inquiries, complaints, refunds, and exchanges when needed
• Liaise with the Shop administrator, ensure that all online orders are processed in a timely manner and allocate support resources from the Retail experience team when needed. 
• Liaise with the cleaning and maintenance teams to ensure all retail areas are pristinely presented at all times

• Line manage members of the REA teamincluding1 to1s,reviews,disciplinariesandholiday requests 
• Provide daily supervision of the REA team to ensure operational requirements are met
• Train the REA team on the operational functionality of retail systems  
• Train the REA team on retail operational processes ensuring these processes are followed at all times
• Collaborate with the RSM and HR, recruit REAs when needed, and manage resources/working hours of the team based on the staffing budget.
• Coordinate with IT and Operations teams to arrange all necessary resources and equipment for onboarding REA new hires.
• Plan and execute onboarding and training for new REA hires in collaboration with Category Champions.
• Manage REA’s shifts ensuring working hours and attendance are recorded accurately in the rota system and approve rotas to HR accurately and on time each month.
• Manage REA’s annual leave and sick leave, and any other absences, in the HR system, ensuring all information is accurately updated and report it HR accurately and on time each month.

• Ensure that all REAs in the team complete induction and compliance training by the required deadlines.
• Ensure accident and incident reporting procedures are understood and complied with by REA Team and when an issue arises, report it promptly in accordance with the established process
• Support front-of-house security and safety and liaise with the security team according to procedures
• Assisting in evacuation during an emergency, and ensure the safety of visitors and colleagues
• Ensure that the Shop, including back of house areas, are always fully compliant with trading standards legislation, health & safety legislation, food safety legislation, fire and security standards and any other legal requirements 
• As an employee of Japan H.L. Limited, Under Section 7 of the Health and Safety at Work etc. Act 1974 be responsible for your personal safety and that of all personnel under your authority, including others who may be affected by the Company’s activities. Additionally, you must also co-operate with the Company to enable it to discharge its own responsibilities successfully.

• Over 3 years’ experience in a managerial or duty manager role in a high-end retail sale focussed brand setting

• Bachelor’s degree or equivalent

• Ability to embody exceptional standard of customer service through well-established and effective interpersonal skills

• Ability to motivate and lead the team to achieve excellent customer experience.

• Ability to resolve incidents and resolve customer complaints to a satisfactory outcome

• Ability to multi-task and prioritize work, whilst paying attention to detail and focus

• Strong organizational, planning, and problem-solving skills and excellent time management skills.

• Effective collaborator, able to work with colleagues across the organisation

• Proficiency in using EPOS and other retail related systems

• Good level of proficiency of all MS Office suite systems

• A sensitivity to and understanding of Japan and Japanese cultures

• Excellent written and spoken English, proficient to high business language standard is essential

Desirable

• Relevant training, licences and certification are advantageous including First Aid, Food Hygiene, Health & Safety, First Aid and Fire warden

• Experience of visual merchandising and window dressing

• Experience in planning and executing customer events

• Ability to create a climate where professional learning and personal growth are actively encouraged and valued

• Other language skills, including Japanese, would be advantageous

• Most duties carried out in the public spaces of the Japan House London. Approximately 80% of duties will be carried out on the Shop floor duties and approximately 20% will be administrative-related duties
• Standard hours are 7 per day
• There would be a possibility of working from home – up to 2 days per month.
• Rolling rota will include weekends and evenings, and Bank Holidays when the venue is open
• Holidays requests may be restricted during November and December in the peak Christmas trading period 
• Additional after-hours project and event-related work may be required.