Store Manager, Monaco

**JOB TITLE** Store Manager

**ROLE TYPE** Full time

**DEPARTMENT** Retail

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

**LOCATION** Monte Carlo, Monaco

**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 in order create a ‘Feel Summer’ atmosphere in store.
- Successfully induct team members in order to make sure 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 team member meetings to review top line performance, personal performance and set action/training plans to support your colleagues.
- Be experienced in providing informal early intervention feedback, as well as confident in dealing with more formal processes, to ensure the team are delivering the expectations of the brand.
- Work with the wider business to ensure that the team have access to training materials and that they are eloquent in terms of brand stories, product information and service styles/techniques.

Customer:

- Our customer must be at the heart of everything we do - maintaining a world-class in-store experience is 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.
- 80% of your time should be spent on the shop floor working alongside the team, welcoming our clients, and ensuring their experience is in line with the brand expectations.
- Lead from the front in terms of customer service and clientelling. You will personally contribute towards the revenue of the store and will build your own personal client book.
- Be able to build an instant rapport and connection with customers and share their enthusiasm for travel and life experiences. Have a wanderlust and desire to do and learn more.
- Work as part of the global store network - introducing clients to other stores and services as part of our Holiday Better purpose.
- Be knowledgeable and understand our customers lifestyles and priorities.
- Work with the team to develop follow up plans for each client after they have left the store and deliver the clientelling strategy at store level.
- Coach and train the 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 wider business.
- Be able to present yourself well and dress yourself in a considered and detailed manner.
- Excellent proficiency of both written and spoken English, and other language skills are helpful for the role.
- Ensure that customer communication is in line with company framework and guidelines to ensure quality and consistent approach. Utilise the reward and recognition programmes available as part of the motivation for store teams to engage with customers on broader relationships.

Operations:

- Establish a total service approach to retail. We believe that each store is a critical point of contact for customers and potential customers, but your role is to ensure that it behaves as part of a global network across all formats (Web /other stores and retail formats/ other retailers).
- Interpret data from the retail dashboards and translate this into real-world, actionable tasks for your team.
- Ensure that the presentation and operation of the operation of the physical store are maintained and efficient. Creating excitement through visual presentation of collections.
- Execute company initiatives and providing feedback on how to improve or adjust for market specific considerations.
- Support with additional customer focused tasking - including supporting our Concierge Team and helping fulfil product to 3rd party sales platforms.
- You should be capable of understanding performance of your store both directly and indirectly.
- Formulate business plans to improve store performance - carefully interpreting data and KPI’s to make informed decisions. You will be expected to provide feedback and insight to assist with financial planning.
- Provide feedback and opportunity analysis in a considered but ongoing basis across key merchandising and stock processes.
- Report weekly, monthly and q