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Experience Centre Manager
2 weeks ago
Miele
The ideology of "Immer Besser"(Forever 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 & stylish products across kitchen, laundry and floor care in lifestyle setups and in many colours and configurations across all of our MECs in 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, then this may 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
Responsibilities:
- 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 having regular one on ones and providing feedback to drive a high performing culture
- Leading by example. Setting the benchmark for excellence in consultative sales, exceptional 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 set, 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 KPI's
- 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.
- Ensuring the centre presentation is of the highest standard and maintained in accordance with all relevant policies, procedures and guidelines
About You:
- Experience in managing a dynamic team, in a high-end retail, hospitality or sales role.
- A people-centric mindset, when it comes to your team and our customers
- A passionate and motivated people leader who thrives on coaching and developing their team members
- Strong experience in managing retail operations of a centre or store including rostering, stock management, managing customer escalations and working with other internal and external stakeholders
- Ability to manage performance to get the best out of their teams when required
- 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
- Excellent communication skills.
- 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
What we Offer:
- Generous staff discounts on our beautiful & 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 who supports growing from within
- Access to our EAP health and wellbeing provider
- Access to our fantastic Reward and Recognition Program - Miele Moments
- Opportunity to join a fantastic workplace culture and team
The Values we Nurture at Miele:
- We take it on and make it happen
- We act as leaders
- We help others to be successful
If you have a strong work ethic and enjoy leading teams, then apply now
