We're looking for a fun and motivated team player to join our Retail & Customer Experience team on a full-time basis.
We offer attractive salary packages, benefits and career growth potential. The current position offered will be Retail & Community Manager or such other post as determined by the Employer, its holding company or its associate or subsidiary companies (together called the “Group”).
Responsibilities include:
Retail
- Overseeing the entire retail operations i.e. opening, closing, stock taking, customer service, cashiering and visual merchandising
- Managing the stock inventory (inbound and outbound) and replenishments
- Ensuring excellent in-store customer service and experience
- Managing the monthly roster and payroll
- Leading and supervising the Retail team, and ensuring that brand and company service standards are upheld
- Implementing a positive culture of high performance and continuous improvement
- Generating and analysing sales data/relevant financials and sales performance reports
- Ensuring full compliance of operations SOP, store cleanliness and staff guidelines
Customer Service
- Ensuring Customer Service team are timely in responses to customer tickets and online enquires
- Resolving customer issues and complaints by offering appropriate and creative solutions
- Supervising and training the team to achieve excellent customer service, with the desire to build lasting relationships with customers
- Innovating and improving workflow between online and offline sales channels
Community
- Developing strategic customer programs to increase retention rates, customer acquisition, customer lifetime value and overall revenue
- Monitoring, analysing and forecasting key performance metrics. Reporting KPIs and providing data-driven recommendations to the management team
- Collaborating with key departments to design unique customer experiences and drive engagement initiatives, including calendar management and executing on key projects
- Conducting regular trainings and review sessions with Retail & Customer Service team to ensure customer excellence is achieved
- Nurturing relationships with our customers
- Building strategic partnerships with external brands and suppliers
- Keeping up to date on CRM and customer loyalty best practices
Job requirements:
- Degree in Hospitality, Retail Management, CRM or any other related fields
- Strong communication, interpersonal and management skills
- Customer-oriented and passionate about going above and beyond to serve
- Ability to identify issues and resolve challenges creatively and efficiently
- Min. 3 years working experience in a customer-facing role
- Proven experience as Retail manager or other managerial positions
- Flexible with working days (may include public holidays and weekends) and split work arrangement between our Head Office and Retail Stores
- Familiarity with Customer Service Platforms such as Freshdesk is an added advantage
- Familiarity with Ecommerce Platforms such as Shopify and PrestaShop is an added advantage
- Experience with data analysis
- Proficient in Microsoft Office, Google Suite
- Love for Our Second Nature is an added bonus!
To apply, please submit your CV to [email protected]
