Retail Experience Manager
Who We Are
Job Description
Retail Experience Manager (Full Time)
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
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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
- Handles customer service offline and online on emails
- 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
Please send in your resume, related documents, expected salary and attach a photograph to hr@klarra.com with the subject ‘Retail Experience Manager (Full Time)”. We regret to inform that only shortlisted candidates will be contacted
