The Retail Manager is responsible for overseeing the daily operations of the Kloke retail stores, ensuring optimal performance, customer satisfaction, and revenue growth. This role requires a strong leader who understands the Kloke brand and can deliver the best experience to our customers.
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
