Boutique Experience Manager

2 weeks ago

City of Stonnington, Australia Coco & Lola Full time

Coco & Lola is a progressive multi-brand womenswear fashion retailer representing a premium curation of Australian brands. Home of Australian fashion, Coco & Lola has flagship boutiques located in Sydney, Melbourne and Perth and is leading the way in creating unique and immersive retail spaces that provide exceptional service and a standout omnichannel experience to our customers Australia-wide.

Based in Toorak, VIC we are seeking a passionate Boutique Experience Manager to lead , nurture and inspire the customer journey and experience within our Toorak Boutique.

Reporting to and working alongside our Training and Development Coordinator, the successful candidate will have previous experience in a similar role and will be responsible for creating an unforgettable and an all encompassing boutique experience for our Customers that celebrates the Coco & Lola brand, our values and our customer.

As the Boutique Experience Manager , you will have an in-depth understanding of premium boutique customer service, be a genuine and inspiring team leader, lead by example, have a customer centric mindset and most importantly be dedicated to creating memorable and long lasting customer relationships and unique tailored shopping experiences.

About the Role

Working in a fast-paced and inspiring environment our Boutique Experience Manager will be responsible for managing and upholding the Coco & Lola company core values along with setting and delivering a premium level of customer service. You will be a natural leader, committed to inspiring, motivating and up-skilling your team by identifying opportunities within the customer journey, structure and presentation of the Boutique.

As the Boutique Experience Manager you will be brand ambassador for Coco & Lola in every facet. You set the tone and customer exeperince expectations for the team and boutique floor each day.

In a hands-on customer focused role, you will lead and execute our Customer Experience strategy. You will have the natural ability to think strategically to identify missed opportunities and respond intuitively to each customer's needs and develop this within your team.

With the support of a National Training and Development Coordinator you will lead and inspire your team to develop authentic and genuine customer relationships, drive strong sales results and deliver a store with an exceptional level of customer service.

Providing a memorable and seamless omni-channel customer experience and service is of high priority for Coco & Lola.

Role Description & Responsibilities: - Deliver exceptional customer experience, driving profitable outcomes, and representing company values. - Lead, train and develop our team Coco & Lola Stylists to provide exceptional, authentic and genuine customer service that is inline with our core values.

  • Be accountable for the team's comprehensive understanding of brand, product knowledge, store presentation and customer experience and service standards.
  • With the guidance and direction from the National Training and Development Coordinator , lead and execute the store zoning strategy and structure that will set the daily tone and enhance the customer experience and journey through the boutique.
  • With the guidance and direction from the National Training and Development Coordinator , execute the Retail Monthly Strategy, leading and managing the Customer Experience objectives, goals and outcomes.
  • Build and maintain the VIP client base and assist with developing and executing company strategies to engage, build and grow our loyal customer base within the boutique. - Collaboratively work with your team to drive strong sales, customer experience results and conversions. - Inspire, motivate and up-skill your team by identifying opportunities within your boutique to enhance the customer journey.
  • Strong decision making skills and initiative to actively increase sales, brand awareness and retention when on the boutique floor.
  • Take pride in maintaining an in-depth knowledge of the products, brands and industry trends.
  • Ensure all areas of the boutique's customer journey and visual presentation are held to the highest standard.
  • Exemplify a passionate approach to the Coco & Lola brand and customer experience.
  • Uphold company values.
  • Mentor, lead and inspire your team to achieve the company's KPI's and Customer Experience goals and outcomes.
  • Exceptional communication skills and impeccable attention to detail.

Assistant Boutique Experience Manager Roles are also available. To apply, please email your CV and cover letter to

Please note: Only shortlisted applicants will be contacted

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