Retail Manager

Reports to: Managing Director

Key responsibilities and accountabilities:

Retail Sales

• Hold full responsibility for retail sales while building strong relationships with the Kloke customer.
• Drive to sales and profit to achieve sales targets and achieve KPI’s
• Manage and build the team to succeed in achieving daily, weekly and monthly sales targets
• Monitor staff availability and rostering
• Ensure that the sales team is functioning efficiently, optimising every sales opportunity and communicating store performance with the team

Customer Experience

• Focus on the customer, ensuring that they receive the very best in service, styling and communication
• Approach all customer queries professionally and promptly via appropriate communication platform.
• Maintain customer information and build upon the VIP program
• Monitor all customer returns and exchanges

• Develop and implement strategies to enhance customer satisfaction and loyalty
• Monitor customer feedback and implement improvements based on insights
• Ensure consistent delivery of excellent customer service across all locations
• Handle escalated customer complaints and resolve issues promptly
• Implement customer retention and loyalty programs

Inventory & Operations Management

• Oversee daily store operations to ensure smooth functioning and adherence to company policies and procedures
• Manage inventory control systems and procedures to minimise losses and optimise stock levels

• Manage inventory including inter store transfers between retail stores and warehouse

• Implement and maintain operational standards across both store locations
• Develop and optimise operational processes to improve efficiency and productivity
• Ensure compliance with health, safety, and security regulations
• Oversee store maintenance and ensure facilities are clean, organised, and visually appealing
• Troubleshoot and resolve operational issues promptly

• Adhere to company policies and procedures in relation to cash and credit transactions.

Product

• Merchandise Retail store in accordance to Marketing calendar.
• Styling and understanding the Kloke aesthetic
• Maintaining a strong knowledge of technical product information, maintaining a comprehensive knowledge of special features, materials, customer benefits, care and maintenance and availability.
• Ensure staff are representing the Kloke brand aesthetic in-store

Performance Management

• Establish key performance indicators (KPIs) with the Managing Director and monitor performance against targets
• Analyse sales data, customer feedback, and market trends to identify areas for improvement
• Prepare and present monthly store performance reports to Managing Director

Staff Management

• Recruit, train, and develop retail staff
• Create and maintain store roster to ensure optimal coverage during peak hours
• Provide ongoing coaching and feedback to improve team performance
• Foster a positive work environment that promotes teamwork and high morale
• Address employee concerns and resolve conflicts effectively

• Attend monthly retail meeting with Managing Director to identify what is working and what needs improvement
• Attend seasonal product range viewing to understanding key looks and fabrications for the season.
• Support and lead the store team by training and developing each employee

Store Budgets

• Prepare and manage store budgets
• Control expenses and identify cost-saving opportunities
• Monitor and analyse financial performance of store locations

Qualifications and Experience

• Strong boutique fashion design experience with a formal qualification or significant experience in Fashion Design, Merchandising and Marketing.
• Ability to continuously understand product, market, competition status and customer requirements.
• Ability to train, mentor and coach staff.
• A strong ability to sell and deliver great results in a fashion retail environment.
• A huge passion for fashion design and branding.
• A good knowledge of stock management systems and procedures.
• Be a team player.
• Entrepreneurial mindset.

Performance Metrics

Success in this role will be measured by:

• Store profitability and revenue growth
• Customer satisfaction scores
• Employee retention and satisfaction
• Operational efficiency improvements
• Inventory management effectiveness
• Compliance with company policies and procedure