As a Floor Manager, you will be at the forefront of creating excellent customer experiences that go beyond the expected.

With a passionate and dedicated team by your side, you will lead with energy and purpose—setting the tone for a store environment that’s not only welcoming and inspiring but also drives results. Your leadership ensures every customer journey feels personal, genuine, and memorable, while your focus on service and operational excellence helps bring the brand to life on the shop floor.

Key Responsibilities:

• Deliver a high level of customer service through expert styling advice, strong product knowledge, and an engaging store experience

• Analyse sales data and collaborate with the Store Manager to maximise department performance

• Lead and motivate a team of Sales Advisors to consistently achieve service and presentation standards

• Support recruitment efforts and ensure effective onboarding and training for new team members

• Identify and nurture future talent, contributing to development plans that support team progression

• Oversee daily store operations, ensuring efficiency and alignment with brand standards

• Act as a brand ambassador, consistently delivering the best possible experience for every customer

• Step into the role of Store when required, ensuring continuity in leadership and performance

• Customer-Focused: You genuinely enjoy engaging with customers and lead by example in delivering outstanding service.

• Product Passion: You have a genuine interest in the products we offer and love sharing that enthusiasm with customers.

• Eager to Learn: Open to feedback and actively seek out opportunities for personal and professional development.

• Excellent Communication: Clear, confident, and empathetic in both customer and team interactions.

• Team Leadership: Proven ability to organise and motivate teams in fast-paced environments to deliver high service standards.

• Coaching & Development: Experienced in giving constructive feedback and supporting others to grow and improve.

• Analytical Thinking: Developed a solid understanding of key retail KPIs and how to use them to drive performance.

• Adaptability & Flexibility: Embraced change and responded quickly to customer feedback, stock levels, and operational updates.

• Operational Excellence: Maintained high standards in store presentation and operations, contributing to positive customer feedback and increased sales.

• Flexible & Reliable: Comfortable working varied hours, including evenings, weekends, and holidays.

• English language skills

This is a full-time position with a contract of 39 hours a week in our COS, White City store. Apply by uploading your** CV in English** as soon as possible.

Benefits:

We’re committed to supporting our employees with a range of attractive benefits and valuable development opportunities. As a member of our team, you’ll enjoy a 25% staff discount across all H&M Group brands—available both in-store and online. Additionally, every employee is included in our H&M Incentive Program (HIP), designed to reward your contributions and support your growth within the company. You can read more about our H&M Incentive Program here.

Inclusion & Diversity

At H&M Group, we are committed to fostering inclusive, diverse, and equitable workplaces across our entire organisation. We believe that teams thrive when they bring together a wide range of backgrounds, perspectives, and experiences. This diversity enhances our ability to solve problems creatively, expand our thinking, and build meaningful connections with colleagues and customers around the world. That’s why we consider all dimensions of diversity throughout our recruitment process—ensuring our workforce reflects the richness of the communities we serve.

COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.