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 and coach from the floor at peak times, stepping in to demonstrate technique when needed.
- Own the Madison retail playbook — the standards, rituals, and selling approach that can be replicated as we open future stores.
- Ensure the sales floor and all store standards exceed expectations at all times.
- Create an inclusive environment aligned to Frank & Eileen's core values, and continuously improve processes through observation, analysis, and strategic execution.
Who You Are
- 8–10+ years of retail management experience, including leading a high-volume store in premium, luxury, or specialty apparel.
- A clienteling builder — you have grown a personal client book and taught teams to do the same, using clienteling tools and data rather than personal phones.
- Strong relationships in the New York market and a track record of driving store traffic through community, partnerships, and events.
- Commercially sharp — you know how to move traffic, conversion, AOV, and UPT.
- Omnichannel fluent — experience with ship-from-store, buy-online-pick-up-in-store, exchanges, and inventory accuracy.
- Proficient in Shopify POS, and Google Workspace; experience with clienteling and loyalty platforms a plus.
- Track record of impact — you have been in the trenches and have driven significant, company-wide results.
- Bias to action and agility — you move quickly and thrive in a fast-paced environment. No job is beneath you and you lead from the front.
- "Breakthrough walls" mentality — you constantly push the envelope of what is possible and can figure out a way to make almost anything happen. You're a playmaker.
- Clarity of thought — you articulate a clear vision to cross-functional partners, with skilled executive communication.
- Prioritization and pragmatism — you create clarity and focus in complex, ambiguous situations.
- Customer and experience orientation — you are passionate about an exceptional experience, tailoring service to meet and exceed each client's expectations.
- Bachelor's degree preferred.
Compensation
Base Salary Range of $165,000-$180,000
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
*Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.