Store Experience Manager

Job Purpose

The Store Experience Manager is actively managing and developing the team in an offline setting to achieve high revenue levels while upholding the brand’s image, ensuring operational compliance, and delivering exceptional customer satisfaction through in-person interactions and effective leadership.

Strategic Roles and Responsibilities

• Developing and implementing long-term sales strategies to drive growth in an offline pop-up, events environment, including identifying new business opportunities and optimizing existing operations.
• Leading team performance reviews and setting clear KPIs to ensure individual and team objectives align with overall business goals, fostering a high-performance culture.
• Collaborating with cross-functional teams (e.g., marketing, buying, planning) to integrate customer feedback into product offerings, marketing campaigns, ensuring a seamless brand experience.
• Managing budgets and forecasting sales goals to ensure profitability, adjusting strategies based on performance data and market insights.
• Championing the adoption of new technologies or innovations within the offline pop-up, events environment to enhance operational efficiency, improve customer experience, and streamline processes.

Functional Roles and Responsibilities

• Managing pop-ups and brand activations within the offline space, ensuring the seamless execution of rotating brands and events that drive engagement and sales.
• Coordinating with PR & events teams to support venue activities such as brand activations, special events, and rotating brand concepts, ensuring all initiatives align with business goals and brand guidelines.
• Overseeing the pexperience within the offline space, ensuring a premium shopping experience that aligns with brand values and customer expectations, distinct from regular sales advisory roles.
• Managing customer relationships, ensuring high-touch service tailored to the needs of key customers. This includes regular follow-ups, exclusive offers, and creating memorable shopping experiences that align with brand values.
• Managing brand turnover and maintaining strong relationships with rotating brands, ensuring smooth transitions, efficient stock management, and ongoing collaboration that supports mutual growth and business success.
• Driving sales by monitoring performance, identifying commercial opportunities, and making recommendations to meet and exceed sales targets in an offline retail setting.
• Cultivating a culture of excellent service by leading through example, promptly and effectively resolving customer complaints during face-to-face interactions.
• Maintaining Visual Merchandising standards in line with brand guidelines and ensuring the offline pop-up and events environment meets expectations for presentation, maintenance, and cleanliness.
• Implementing and enforcing all company policies and procedures within the offline space.
• Ensuring compliance with Company Health & Safety standards at all times within the offline space.
• Staying updated on market trends and competitor activity, providing actionable feedback and recommendations to the company.
• Planning, managing, and supporting sales promotions and brand activities to meet expectations, with feedback provided to relevant stakeholders.
• Establishing and maintaining effective professional relationships with key business partners to support the offline environment’s operations and growth.
• Understanding customer profiles through offline interactions and providing actionable feedback to relevant teams to align with customer needs.
• Monitoring sales to ensure maximum productivity and profitability within brand and offline environment specifications.
• Analyzing stock management data to maximize sales opportunities and identifying areas for improvement.
• Minimizing stock loss through strict adherence to policies and procedures.
• Preparing and implementing stock takes in collaboration with the Operations team to maintain accurate inventory records.

People Management Roles and Responsibilities

• Providing leadership and direction to team members towards the achievement of goals and objectives.
• Coaching and motivating the team to enhance performance, produce quality work, and ensure that they are continuously developed for higher-level roles.
• Fostering a collaborative and supportive environment that encourages personal and professional growth, while maintaining a strong focus on delivering exceptional service to customers.
• Managing team dynamics during pop-up events and brand activations, ensuring that staff is prepared, engaged, and equipped to support the dynamic nature of these activities.

Job Requirements

Years of Experience

5-7 years experience of successfully running profitable offline environments

Knowledge and Skills

• Excelling in personalized client service delivery, ensuring customers receive high-touch experiences that foster loyalty and long-term engagement.
• Demonstrating strong leadership and organizational skills, effectively managing team performance, events, and operational priorities in a fast-paced offline environment.
• Utilizing analytical skills and market insights, identifying opportunities to enhance client experiences, improve sales, and streamline operational processes.
• Exemplifying exceptional interpersonal and communication skills, building strong relationships with clients, team members, and brand partners to ensure seamless collaboration.
• Adapting efficiently under pressure, managing multiple tasks, such as brand activations, client interactions, and inventory oversight, while maintaining high standards of service.