Customer Experience Manager

True Society is a collective of global bridal stores offering all brides the ultimate wedding dress shopping experience. With locations in Australia, the United States, and Europe, we help brides celebrate their own personal style that represents their true self. True Society stores exclusively offer internationally sought-after designer brands Essense of Australia, Stella York, All Who Wander, Martina Liana, and Martine Liana Luxe.

For the first time, we're bringing this one-of-a-kind bridal experience to Sydney, New South Wales. The new store exudes an elevated, urban chic vibe and provides a stunning stage for showcasing our breathtaking designer wedding dresses. True Society in Sydney joins our growing collective of bridal stores and will be our third store in Australia. The new bridal store in Sydney will be the destination for transforming dress dreams into the most amazing reality. With plans to open early 2025, we are looking for career-minded retail professionals (our True Crew) who are passionate about fashion and bridal.

Your Tasks

• Create a highly personalised and unique experience for each of our retail bridal store customers and their bridal parties through the development of special details and touches that set True Society apart from other retailers through the special attention to every aspect of the bridal gown selection process.
• Co-lead the daily sales and operational management of a fast-growing upscale retail bridal boutique; work with stylists to ensure the store consistently achieves and maintains sales goals.
• Foster continued development of store and staff through ongoing recruitment, training, and coaching.
• Manage, train, and measure the success of the pre-appointment qualification process against conversions.
• Monitor and respond to all store reviews and provide feedback to the store manager and/or coaching to staff as needed to address any issues.
• Manage and conduct follow-up activities on customer inquiries (email, text, phone, website).
• First-level management of customer complaints, reporting them with continuous improvement awareness in collaboration with the Store Manager.
• Manage the execution in-store as directed by the Store Manager for store marketing activities including bridal fairs and other promotions; manage all planning, role and project assignments, preparation of materials and gowns, set-up, onsite execution, and tear down.
• Work with the Store Manager to understand selling trends, implement and drive merchandising activities in-store to reflect this to maximise the bridal experience.
• Prepare store for in-store special events and trunk shows; ensure store is always maintained to the highest level of visual and brand standards.

Your Profile

• Bachelor's degree in Retail/Fashion or related degree strongly preferred; equivalent relevant work experience will be considered in lieu of a degree.
• 3-5 years retail management experience. Previous bridal sales or other apparel industry-related management experience preferred, yet not essential.
• Exhibits teamwork, objectivity, and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit.
• Strong customer service approach with the ability to build relationships with customers and solve problems quickly and efficiently.
• High level of emotional intelligence and organisational awareness to allow for effective individual and team leadership.
• Excellent written and verbal communication skills, both professional and friendly.
• Proven retail sales ability demonstrated by consistent attainment of sales goals in prior positions.
• Ability to lead and thrive in a challenging environment where multi-tasking and adaptability are a requirement.
• Proven leadership skills with the ability to quickly assimilate to the team and build rapport to motivate and coach the team for positive performance outcomes.
• Results and outcomes driven. Attention to detail and ability to provide oversight and delegation.
• Knowledge of Microsoft Office programs and social media platforms; Facebook and Instagram.
• Ability and willingness to work evenings and weekends.
• Ability to maintain a professional appearance and demeanor.
• Physical ability to move throughout the store, lift and move up to 12 kgs, kneel and stand, and work on feet most of the time.

What does it mean to be part of the True Crew?

• A Warm Welcome. The True Crew is the heart and soul of the True Society experience. They are passion-led and go above and beyond to support one another and to ensure every bride feels all the love the moment they walk through the doors.
• All the Dresses You'll be surrounded by rack after rack of aisle-worthy styles from international, award-winning wedding dress designers, giving you the ability to help each bride find the dress of their dreams.
• Expert Training. Our robust onboarding and ongoing training provides our team with everything they need to know about the gowns and how to serve brides. We invest in the success of each member of the True Crew.
• Exceptional Experience. We are focused on providing an exceptional experience to our brides, and we provide the same thoughtful experience to each of our team members. We provide a competitive salary and ample opportunity for exceptional team members to grow with us as we continue to expand.

If you have the skills and drive to help us further our growth, follow the prompts to submit a cover letter and resume.