Retail Experience Manager(Full-time)
2 weeks ago
As a Retail Experience Manager, you will play a key role in the customer experience in stores by leading, building and training our brand ambassadors to deliver top-notch, exceptional, memorable service and going the extra mile to build meaningful relationships with our community. You are expected to be an individual who is extremely customer-centric and genuinely enjoys getting to know customers better. You should have strong leadership and communication skills, and are able to motivate and inspire the team. At KLARRA, we believe in supporting an individual's career and personal growth.
**Responsibilities**
Team Leading & Management, Retail Operations, Customer Service, Stock Management, Visual Merchandising, Human Resources, Loss Prevention, Retail Sales Performance
**Retail Operations, Stock Management & Administration**
- Planning and managing of weekly roster and retail staff budget to achieve optimal staffing levels in delivering excellence in brand experience accordingly to peak periods and launches
- Managing and overseeing day-to-day retail operations to ensure smooth operations
- Oversee and manage store administration and ensure compliance with policies and procedures, including goods receiving, transfers and daily settlements
- Responsible for inventory control, stock taking exercises, reports and stock levels, replenishment and ensuring accuracy at all times.
- Responsible for consolidation of data and submission of reports such as timesheet/payroll reports, merchandise reports, stock take reports etc
- Ensure store condition and hygiene are maintained, improved and at optimal condition at all times
- Handle Visual Merchandising in stores to optimize displays in-store and ensure on-brand and accurate visual merchandising and product display
- Communicate with building/landlord management/vendors/contractors for day-to-day operations or store issues when needed
**Customer Service**
- Handle all issues that arise from team or customers related to retail/orders such as exchanges, returns, complaints, grievances, refunds etc
**Hiring, Team Leading & Management**
- Communicate and meet sales goals by leading, managing and motivating the team
- Hire, coach, inspire and build a robust team of brand ambassadors who possess the values of KLARRA and strongly believe in our mission
- Develop, improve training process/ materials and ensure team is well-trained on policies, SOPs and that the procedures are performed accurately with exception, memorable customer service
- Motivate and inspire the team to provide excellent, personable, attentive and thoughtful service to our community of customers through training, mentoring, weekly catch-ups and store visits
- Develop ideas and strategies to enhance store customer experience and drive sales performance by conducting weekly reviews to expand our customer base, increase store traffic and optimize sales
- Develop, improve and optimize retail processes for loss prevention, and to better team productivity, click and collect process and smoothen store operations
- Weekly internal meetings at HQ for review and updates
- Performing other additional projects and duties and assignments as required by management
**Requirements**:
- 5-day work week
- At least 3 years of working experiences in the retail industry
- Have passion in fashion and experienced in leading a team
- Good command of English, able to speak mandarin is a bonus
- Independent, with strong leadership and interpersonal skills
- Problem solver, customer oriented and able to multitask
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