Store Manager

6 months ago

Malvern East, Australia Orlebar Brown Full time

JOB TITLE: Store Manager

REPORTS TO: Brand Manager

DEPARTMENT: Retail

LOCATION: Chadstone Shopping Centre

SALARY: Competitive

**COMPANY PROFILE**

Orlebar Brown (Chanel Group) launched in March 2007 as a more tailored approach to men's beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in.

Today, our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. We have multiple product releases, including capsules, new categories and services, over the calendar year to maintain excitement, and interest for our customers.

Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to 'Holiday Better'. This is our purpose and why we get out of bed every morning.

The brand has rapidly gained global recognition and is sold through online, more than 30 O. B stores, and the best retailers and hoteliers in the world. Our customer is truly international, so whether they are in St Barth's for Christmas with family, Miami for a wild Spring break, a conference in Dubai with a few days off, tacking a boat off the coast of St Tropez, volunteering to replant mangrove plantations in Puerto Rico, walking along a cliff top in Cornwall, or diving off one into a beautiful blue ocean then O. B should be there to help you do it better.

Our business is built on relationships with those customers, and we strive to maintain our relationship with them, wherever they might be, and provide world class service, when and where they want. It is also built on finding new customers to the brand by welcoming them to join the ever-growing O. B community.

THE POSITION

Train, coach, and inspire the store team to deliver the purpose of the brand to our customers and potential customers, to help them Holiday Better. This includes the adoption of the wider, values based, brand culture as outlined in our onboarding process. All team members should excel at representing our brand spirit and values and, present themselves as highly competent brand experts.

Create a customer centric culture that transcends the store and ensure teams can build customer relationships based on an understanding of their lifestyle and priorities.

Utilise the tools provided to build relationships productively, including clienteling software, KPI tracking and other insights. Most importantly, you must spend time coaching and developing the team on customer interactions in-store, in writing and digital forms. Ultimately to deliver the customer satisfaction and the company's ambition for the store.

KEY ROLES AND RESPONSIBILITIES
- Transplanting the culture of the brand into the daily working lives of the store team, the role is the primary representative of the brand to the store team and customers.
- Recruitment, training and ongoing coaching and evaluation of all directly recruited teams. Making sure each team member has the requisite skills and knowledge at the point of hiring or can be quickly developed to do so.
- The ability to form long term, personal connections with customers through relationship building, service, and clienteling skills.
- Personal experience of, or enthusiasm for, travel and life experiences. Having a wanderlust and a desire to do and learn more. Also, to take an interest in the environmental and social aspects of the world.
- A knowledge of our customer lifestyles and, priorities.
- Can present themselves well, orally, and can dress themselves in considered, detailed manner.
- The ability to use multiple customer service tools and understand their performance.
- Establish a total service approach to retail. We believe that each store is a critical point of contact for customers and potential customers, but your role is to ensure that it behaves as part of a global network across all formats (Web /other stores and retail formats/ other retailers). Ensure that customer communication is in line with company framework and guidelines to ensure quality and consistent approach. Utilise the reward and recognition programmes available as part of the motivation for store teams to engage with customers on broader relationships.
- Ensure that the presentation and operation of the physical store are maintained and efficient. Creating excitement through visual presentation of collections. Executing against company initiatives and providing feedback on how to improve or adjust for particular quirks.
- You should be capable of understanding performance of your store both directly and indirectly, directly being the personal integration in store and indirectly through the maintained relationship outside the store that results in long term productive relationships across the O. B network. Formulating plans to improve to, or above the levels expected. You will be expected to provide feedback and

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