Retail & Customer Experience Manager

12 hours ago

Byron Bay New South Wales, Australia SPELL Full time $60,000 - $120,000 per year

The Opportunity

At Spell, we're inspired by the beauty of connection, to our community, our craft, and the world around us. We're seeking a passionate
Retail and Customer Experience Manager
to lead our flagship Byron Bay Boutique and drive a best-in-class customer journey across every touchpoint.

As the champion of retail excellence, this role oversees the day-to-day operations of our boutique, leading a high-performing team to deliver a warm, immersive, and memorable experience for every customer who walks through our doors. You'll combine commercial acumen with genuine care, ensuring the store runs efficiently while embodying the Spell brand values in every detail.

Beyond the shop floor, you'll also guide our online customer experience and brand community spaces, ensuring consistency and authenticity across all interactions.

Key Responsibilities

  • Lead and inspire the retail and customer experience team to deliver exceptional service in-store and online (email, phone, chat and social media groups)
  • Oversee retail operations including sales performance, visual merchandising, rostering, and budgets
  • Drive commercial results by identifying opportunities to elevate sales and in-store experiences
  • Ensure seamless coordination between retail and HQ teams to optimise stock flow
  • Maintain oversight of online customer communications and brand-owned community groups. Initiate, moderate and foster authentic dialogue and engagement in these groups
  • Partner with the Brand and Marketing teams to deliver meaningful activations and experiences that deepen customer connection
  • Champion a culture of care, performance, and continuous improvement across all customer-facing teams

About You

  • Proven experience in retail or boutique management, ideally within a fashion environment
  • A natural leader who thrives on coaching and developing teams
  • Skilled in operations, rostering, budgeting, and process optimisation
  • Passionate about customer experience and building lasting brand relationships
  • Strong communication and organisational skills, with a hands-on, solution-focused approach
  • Experience with Shopify or similar retail systems (desirable)
  • Familiarity with Gorgias or similar online customer service platforms (desirable)

Why Spell?

  • Generous staff discounts and clothing allowance
  • Collaborative and supportive team environment
  • Lead in a business committed to sustainability, ethics, and community

Apply Now

Submit your application via email at Visit Spell Careers for more details.

At Spell, we inspire beautifully – in harmony with people and the planet, offering equal employment opportunities for all.

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