Assistant Store Manager, Experience
3 weeks ago
Position Overview:
The Assistant Store Manager, Experience is responsible for maintaining high quality customer service, while creating an outstanding experience that allows customers to continuously conquer the outdoors They will work closely to support the Store Manager in all store performance areas including store performance, people management & engagement, customer experience and operational excellence. They will ensure that the store achieves its targets by driving the customer relationship management (CRM) process through clienteling and after-sale customer engagement.
What You’ll Do:
Achieve or exceed sales targets including both the top and bottom line results
Drive our Net Promoter Score (NPS) and other selling and service metrics such as conversion, average dollar per transaction (ATD), average unit retail (AUR) etc.
Ensure implementation of CRM initiatives to develop a clientele network for the store and continuously analyze results i.e. capture rate and repeat purchase
Drive location’s Units per Transaction (UPT) by actively introducing new, underperforming, and strategic categories
Elevate customer experiences through hosting in-store events, coordinating personal & virtual shopping appointments and introducing emerging categories
Resolve common customer issues by investigating opportunities, developing solutions, preparing reports, and mentoring staff on handling similar challenges in the future
Train teammates in product knowledge, brand history and effective storytelling
Empower and encourage teammates to build brand loyalty and drive employee engagement
Mentor teammates to ensure they maintain the brand's expectations of quality and authenticity while supporting cross functional collaboration
Develop future leaders while identifying external talent for the retail business
Let’s Talk About You:
Minimum 3 years of retail management experience
Previous experience working with affluent and luxury brands in high traffic locations
Experience with CRM tools and processes
Excellent analytical skills with a proven understanding of retail math/metrics
Excellent time management and organization skills with the ability to multi-task in a fast-paced environment
Strong business sense and keen attention to detail
Consistently exhibits the brand's values, taking pride in being innovative, authentic, passionate, relentless, and entrepreneurial
Advanced skills in Microsoft Office, specifically Word and Excel
Bonus points for proficiency in another language
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