Retail Experience Lead

2 weeks ago

Los Angeles, United States Olive Ateliers Full time

Retail Experience Lead Job Description


Olive Ateliers is a lifestyle brand specializing in importing, curating and retailing vintage, antique and reclaimed objects and home decor. Our Los Angeles Atelier is looking for a passionate, self-starting Retail Experience Lead to manage our unique in-person retail experience and related functions. The Retail Experience Lead will act as a manager, coach, and subject matter expert to a number of personnel including Retail Experience, Retail Operations, Delivery Services and Value-Added Services employees while also maintaining strong interfaces cross-functionally. The candidate will report directly to the CEO Ben Knox, with a dotted line to the other two Founders.


The role is full time salaried exempt and requires an in-person, Tuesday through Saturday work week in order to successfully prepare and operate the retail experience. As our business grows this role may evolve in a variety of ways.


Responsibilities


As our Retail Experience Lead, you will bring Olive Ateliers Leadership Principles into all elements of your interactions with customers, your team, and in related company operations. You will be responsible for executing a far-from-average customer experience, a strong team environment, and reinforcing operational excellence in every detail. You will own the full In-Person Retail Experience and related service arms, continuously seeking feedback and opportunities to elevate your performance, knowledge and abilities to grow the business. 


Experience Obsession 


  • Prioritizes the customer experience in all decision making processes 
  • Empowers the team to consistently deliver a positive visit for our retail customers and Trade clientele by being highly focused on delivering genuine and exceptional customer experiences that are engaging, efficient and personalized 
  • Leads and supports the team to elevate every aspect of the Retail Experience through exceptional product knowledge, clear communication, and positive demeanor
  • Stewards a successful hold tag system and communicates effectively with customers as well as internally to ensure policies are followed across all segments of business
  • Ensures acquisition and retention of customers are key focuses and as such create and cultivate personalized relationships for the retail location and brand overall
  • Analyzes customer feedback and stays up to date with Olive Ateliers positioning and competitiveness in the marketplace; shares insights & proposes appropriate actions 


Delivery and Value-Added Services 


  • Facilitates quoting and completion of local and long-distance customer deliveries as required for all orders not originating from online sales
  • Manage and expand on current Value-Added Services program including but not limited to fountain conversions and other object customization opportunities


Retail Operations 


  • Facilitate a daily open and close process, including setting up and testing all POS systems and other critical infrastructure
  • Drives financial success and thorough understanding and action planning improvements within function specific Objectives & Key Results (OKRs)
  • Controls inventory accuracy, minimizes product loss, and upholds all company policies


Leadership + Team Management 


  • Builds an active hiring and succession plan for engaging and retaining a diverse team
  • Provides timely and specific employee feedback to create a culture of action and accountability; facilitates thorough and thoughtful onboarding for new hires
  • Inspires teams through empowerment, creativity, empathy, and shared fate; tailors communication to the individual and leverages their strengths 
  • Showcases the ability to manage and resolve conflict in the workplace
  • Manages team availability and strategically schedules personnel
  • Acts as a conduit between Retail and other areas of the business to cascade communications in an effective and timely manner to drive performance


Position Requirements 


  • At least 2+ years of experience in a managerial position
  • Experience driven mindset
  • Strong written and verbal communication skills
  • Passionate about Olive Ateliers and its growth
  • Team leader capable of motivating and coaching staff to achieve high performance
  • Familiar with key retail performance indicators 
  • Ability to work flexible hours to meet the needs of the retail location, including nights, weekends and holidays 
  • Excellent problem solving skills and positive approach to challenges
  • Highly organized with strong detail orientation
  • Adaptable, compassionate, and an active listener 
  • Strong proficiency with Apple operating systems and Google web applications


Physical Requirements


  • Ability to lift up to 75 pounds manually; otherwise with proper equipment and safety
  • Ability to maneuver effectively around the Atelier floor, stock room and office
  • Forklift certification preferred
  • Licensed to drive preferred
  • Must be based in Los Angeles


Compensation & Benefits


  • Compensation commensurate with relevant experience and capabilities
  • Subsidized company health insurance
  • Accrued PTO Vacation and Sick Days
  • 401k: Generous employer match; Eligibility requirements and vesting applies
  • $500 quarterly shopping credit to Olive Ateliers
  • 20% off retail merchandise
  • Dynamic work environment with unlimited long-term growth opportunities

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