Store General Manager Milan

Store General Manager Milan – END.

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About END.

Inspired by a shared love of fashion, sneakers and the surrounding culture, END. was founded in Newcastle upon Tyne in 2005. From day one, we nurtured a community of like‑minded individuals united by a love for this ever‑evolving culture. Today, END. serves over 2 million customers worldwide through a seamless blend of online and physical retail. Our flagship stores in Newcastle, Glasgow, Manchester, London and Milan reflect our commitment to innovation, influence and inspiration. We offer a carefully curated selection of menswear, womenswear, sneakers, homeware and lifestyle products to a global audience. At the heart of END. is our customer and the people and culture that make the difference. With over 600 employees across HQ, offices and retail locations, our customer‑first mindset continues to guide everything we do.

The Role

We are looking for a General Manager to lead our Flagship store in Milan. This dynamic, results‑driven role is responsible for strategic and operational leadership, commercial success and team culture. The ideal candidate will drive performance through purpose‑led leadership, build high‑performing teams, deliver exceptional customer experiences and ensure operational excellence aligned with our brand standards and business goals.

Key Responsibilities

Commercial & Financial Accountability

• Own and manage the full P&L for the store, ensuring revenue, margin and cost targets are met or exceeded.
• Monitor and analyse key performance indicators (KPI’s) using insight to drive performance improvements across sales, conversion, ATV, UPT, stock loss and customer satisfaction.
• Set clear measurable objectives for the store and the team, linking daily performance to broader commercial goals.
• Create action plans to optimise performance, resolve underperformance and capitalise on trading opportunities.

Leadership & Culture

• Lead with authenticity and clarity, creating a culture of high performance, accountability and continuous improvement.
• Champion a values‑led inclusive and collaborative working environment that supports team engagement, well‑being and career development.
• Coach, develop and inspire the store team to deliver exceptional results through effective people management, training and succession planning.

Customer & Client Relationships

• Ensure an exceptional customer experience is delivered at every touchpoint, consistently reflecting the brand’s values and service standards.
• Develop strong local and brand‑level client relationships, including B2B opportunities where relevant.
• Leverage customer insight and feedback to shape store strategy, improve service delivery and increase loyalty.

Operational Excellence

• Drive operational standards through efficient processes, compliance adherence and consistent execution.
• Work cross‑functionally with internal stakeholders (e.g. Buying, People, Marketing) to align store initiatives with business priorities.
• Lead store planning including staffing, stock flow, VM and promotional activity.

Strategic Contribution

• Influence wider business decision making by providing local market insight, competitor analysis and data‑driven recommendations.
• Understand macro and industry‑specific trends to proactively adapt and future‑proof store performance.
• Play a key role in contributing to functional or business‑wide initiatives and projects that drive innovation and growth.

Qualifications & Experience

• Responsible for the management of a department of significant importance to the business, maintaining own and wider teams’ technical skills and knowledge.
• In‑depth understanding of how all departments within the function interact and collaborate across the business to achieve objectives.
• Leadership and management responsibility for teams within the department along with financial accountability for independent budgets.
• Analyse and interpret data from both internal and external sources, driving solutions and raising the bar.
• Responsible for departmental planning, finances/budgets and end results, positively impacting customer experience through performance.
• Strong communication and influencing skills, working collaboratively with internal stakeholders including peers, senior leaders and team members.

Leadership Behaviours

• Use storytelling to communicate a compelling vision and journey.
• Set clear goals and expectations, empowering others to drive performance.
• Drive a performance culture, holding self and others accountable.
• Advocate and lead change, communicating a clear change journey.
• Lead innovation in customer service and operations, challenging the status quo.
• Continuously improve by learning, growing and supporting others.
• Commercial mindset, recognising risks and opportunities, using sound financial logic.
• Act as a role model, shaping and exemplifying values and inclusive culture.
• Keep commitments, gaining support through empowerment and inclusivity.
• Lead courageously in discussions of uncomfortable topics, confronting difficult issues.
• Actively listen, seeking to understand diverse perspectives.
• Organisational skills to manage multiple projects and deliver deadlines in pressured environments.
• Build strong collaborative relationships with internal stakeholders and external partners.

We know that great talent comes in many forms. So even if you don’t meet every single criterion, we would still love to hear from you. If you’re passionate, driven and believe you can contribute to our future success, we encourage you to apply.

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Management and Manufacturing
• Industry: Retail

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