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Store Manager

hace 2 semanas

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**JOB TITLE**: Store Manager

**ROLE TYPE**: Full time

**DEPARTMENT**: Retail

**REPORTING TO**: Head of Retail & Client Services / Market Manager

**LOCATION**: Ibiza, Spain

**SALARY**: Competitive

**THE POSITION**

The Store Manager is there to lead the store as part of the wider retail team to deliver world-class client experience, excellent retail operations and commercially minded trading. The role is focused on coaching and inspiring the team to deliver the purpose of the brand and to help our customers to Holiday Better.

**GENERAL RESPONSIBILITIES**

The responsibilities for this role are split into three main areas.

**Team**:

- Transplanting the culture of the brand into the daily lives of the store team to create a ‘Feel Summer’ atmosphere in store.
- Successfully induct team members to ensure they are confident to deliver the expected service, product knowledge, and operational standards.
- Train and coach existing team members daily and in the moment. Feedback should be a constant cycle and given every day. Also work on longer-term personal development plans for your team helping them to grow within the brand.
- Organise regular team and individual meetings to review top line performance, personal performance and set action/training plans to support your colleagues.
- Provide informal early intervention feedback, as well as confident in dealing with more formal processes, to ensure the team delivers the expectations of the brand.
- Work with the wider business to ensure that the team has access to training materials and that they are eloquent in terms of brand stories, product information and service styles/techniques.

**Customer**:

- Maintain a world-class in-store experience as the most critical aspect of your role.
- Drive client metrics - including CRM Capture & Subscription, Founder Outreach and Client Communications. Monitor store KPI’s including 2nd purchase rate, lifetime customer spend and attrition/retention.
- Spend 80% of your time on the shop floor working alongside the team, welcoming our clients, and ensuring their experience aligns with brand expectations.
- Lead from the front in terms of customer service and clientelling. Personally contribute towards the revenue of the store and build your own personal client book.
- Build an instant rapport and connection with customers and share their enthusiasm for travel and life experiences.
- Work as part of the global store network - introducing clients to other stores and services as part of our Holiday Better purpose.
- Understand our customers' lifestyles and priorities.
- Develop follow-up plans for each client after they leave the store and deliver the clientelling strategy at store level.
- Coach and train team members on the utilisation of our Clientele System, as well as actively using it personally to keep in contact with clients.
- Gather customer feedback and insights and share with the wider business.
- Present yourself well and dress in a considered and detailed manner.
- Excellent proficiency in both written and spoken English; other language skills are helpful.
- Ensure customer communication is in line with company framework and guidelines to maintain quality and consistency.

**Operations**:

- Establish a total service approach to retail, ensuring that each store behaves as part of a global network.
- Interpret data from the retail dashboards and translate this into actionable tasks for your team.
- Maintain and ensure the efficient operation of the physical store, creating excitement through visual presentation of collections.
- Execute company initiatives and provide feedback on improvements for market-specific considerations.
- Support customer-focused tasks - including supporting our Concierge Team and helping fulfill product to 3rd party sales platforms.
- Understand the performance of your store both directly and indirectly.
- Formulate business plans to improve store performance based on data and KPI interpretation.
- Provide feedback and opportunity analysis on key merchandising and stock processes.
- Report weekly, monthly and quarterly on store performance with informed and analytical feedback.
- Manage budgets and costs in line with expectations and control employment costs.
- Protect financial assets of the company regarding your stores and stock holdings.
- Take accountability for the overall P&L of your store.
- Ensure all H&S points are compliant and report any issues to the relevant person.

**KEY SKILLS AND ATTRIBUTES**
- Ability to form an instant rapport with customers, colleagues and team members.
- Experience in carrying out the responsibilities listed above with a focus on growing client relationships and coaching team members.
- Shared passion for the brand O.B aspires to be.
- Natural openness, honesty and enthusiastic nature.
- Ability to motivate colleagues positively.
- Capability to lead a team and work collaboratively.
- Excellent feedback and informal coaching skills.
- Willingness