Experience Centre Manager

Miele The ideology of Immer Better is entrenched in the Miele culture and is one of growth and commitment for continuous improvement. A globally recognised German company, Miele is the prominent supplier of premium household appliances across kitchen, laundry and floorcare. Our Miele Experience Centres (MECs) showcase our innovative products across kitchen, laundry and floor care in lifestyle setups across Australia & New Zealand.

The Position: This position is based at our Hilton SA Experience Centre. It is responsible for leading the team and the Miele experience, by welcoming people into our home and treating them as our guests as we help them find the best Miele solutions. If you are passionate about leading a team, coaching and developing people to achieve their best, driving a culture of customer excellence along with managing operational excellence, this may be the next exciting opportunity for you

This will be a full-time position working on a 6-day rotational roster.

Centre opening hours: Monday-Thursday 9am-5:30pm, Friday 9am-9pm, Saturday 9am-5pm, Sunday by negotiation.

• Leading, engaging and motivating the sales consultant team and Assistant Experience Centre Manager to drive a customer centric culture within the team
• Coaching and developing the team including regular one on ones and providing feedback to drive a high performing culture
• Leading by example, setting the benchmark for excellence in consultative sales, product and systems knowledge and customer/retail relationship engagement
• In collaboration with the Senior Culinary Expert, identify opportunities for cross functional sales and service improvements
• Actively demonstrate company values and behaviours at all times
• Ensure all customer complaints and concerns are resolved and/or escalated where appropriate, ensuring none are left unresolved
• In conjunction with the State Sales Manager, drive and monitor daily/weekly team sales targets in line with business forecasts
• Consistently motivate the team to achieve both financial and service targets as defined by budgets and KPIs
• Proactively develop new business opportunities to increase traffic to the Experience Centre and Online Stores including building positive relationships with other local retailers for collaboration events
• Develop sustainable relationships with local Miele partner retailers/MCAs, brand & industry associates and supporting all customer referrals received
• Ensure the centre presentation is of the highest standard and maintained in accordance with all relevant policies, procedures and guidelines

• Experience in managing a dynamic team, in a high-end retail, hospitality or sales role
• A people-centric mindset with both your team and customers
• A passionate and motivated people leader who thrives on coaching and developing team members
• Strong experience in managing retail operations of a centre or store including rostering, stock management, managing customer escalations and working with stakeholders
• Ability to manage performance to get the best out of teams
• Strong communication skills to ensure relevant and regular updates are communicated to the team
• Ability to work under pressure and thrive in a fast-paced environment
• Ability to use different systems including POS, MS Office, CRMs
• Genuine passion for building and maintaining a positive team culture and work environment
• Experience in events management

• Generous staff discounts on our premium products
• Access to Miele's free annual health checks
• Training, coaching and development from an experienced State Manager
• Career development opportunities from a company that supports growing from within
• Access to our EAP health and wellbeing provider
• Access to our Reward and Recognition Program - Miele Moments
• Opportunity to join a fantastic workplace culture and team

• We take it on and make it happen
• We act as leaders
• We help others to be successful