JOB TITLE: Store ManagerROLE TYPE: Full timeDEPARTMENT: RetailREPORTING TO: Head of Retail & Client Services / Market ManagerLOCATION: Ibiza, SpainSALARY: CompetitiveTHE POSITIONThe Store Manager is there to lead the store as part of the wider retail team to deliver world-class client experience, excellent retail operations, and commercially minded trading. The role is focused on coaching and inspiring the team to deliver the purpose of the brand and to help our customers to Holiday Better.GENERAL RESPONSIBILITIESTEAMTransplanting the culture of the brand into the daily lives of the store team to create a 'Feel Summer' atmosphere in store.Recruit the best quality candidates possible – focusing on finding team members who naturally understand the brand and can instantly build a deep rapport and relationship with our customers.Successfully induct team members to ensure they are confident in delivering the expected service, product knowledge, and operational standards.Train and coach existing team members daily and in the moment. Feedback should be a constant cycle and given every day. Also work on longer-term personal development plans for your team, helping them to grow within the brand.Organise regular team and individual meetings to review top line performance, personal performance, and set action/training plans to support your colleagues.Provide informal 'nip it in the bud' style feedback, as well as confidently deal with more formal processes to ensure the team meets the brand's expectations.Work with the wider business to ensure the team has access to training materials and is eloquent in terms of brand stories, product information, and service styles/techniques.CUSTOMEROur customer must be at the heart of everything we do – maintaining a world-class in-store experience is the most critical aspect of your role.Drive client metrics – including CRM Capture & Subscription, Founder Outreach, and Client Communications. Monitor store KPIs including 2nd purchase rate, lifetime customer spend, and attrition/retention.80% of your time should be spent on the shop floor working alongside the team, welcoming our clients, and ensuring their experience aligns with brand expectations.Lead from the front in terms of customer service and clientelling. You will personally contribute towards the revenue of the store and will build your own personal client book.Build an instant rapport and connection with customers and share their enthusiasm for travel and life experiences. Have a wanderlust and desire to do and learn more.Work as part of the global store network – introducing clients to other stores and services as part of our Holiday Better purpose.Understand our customers' lifestyles and priorities.Work with the team to develop follow-up plans for each client after they have left the store and deliver the clientelling strategy at store level.Coach and train team members on the utilization of our Clientele System, as well as actively using it personally to keep in contact with clients.Gather customer feedback and insights and share them with the wider business.Present yourself well and dress in a considered and detailed manner.Excellent proficiency in both written and spoken English; other language skills are helpful for the role.Ensure customer communication aligns with company framework and guidelines to ensure a quality and consistent approach. Utilize the reward and recognition programs available as part of the motivation for store teams to engage with customers on broader relationships.OPERATIONSEstablish a total service approach to retail. Each store is a critical point of contact for customers and potential customers, but your role is to ensure it behaves as part of a global network across all formats (Web/other stores and retail formats/other retailers).Interpret data from the retail dashboards and translate this into actionable tasks for your team.Ensure the presentation and operation of the physical store are maintained and efficient, creating excitement through visual presentation of collections.Execute company initiatives and provide feedback on how to improve or adjust for market-specific considerations.Support additional customer-focused tasks – including supporting our Concierge Team and helping fulfill products to 3rd party sales platforms.Understand the performance of your store both directly and indirectly.Formulate business plans to improve store performance – carefully interpreting data and KPIs to make informed decisions. Provide feedback and insight to assist with financial planning.Provide feedback and opportunity analysis on a continuous basis across key merchandising and stock processes.Report weekly, monthly, and quarterly on store performance – giving informed and analytical feedback.Ensure budgets and costs are managed in line with expectations and manage employment costs and other controllable costs.Protect financial assets of the company in terms of your store and stock holding within it.Take accountability for the overall P&L of your store, alongside the halo effect (indirect sales) on the total network.Ensure all H&S points are compliant and report any issues to the relevant person.REQUIRED QUALIFICATIONSAbility to form an instant rapport with customers, colleagues, and team members.Experience in carrying out the responsibilities listed above with a focus on growing client relationships and coaching and developing team members.Shared passion for the brand.Natural openness, honesty, and enthusiastic nature.Ability to motivate colleagues positively and forward-looking.Ability to lead a team and work as a team member.Excellent feedback and informal coaching skills.Willingness to take personal accountability for performance.Ability to prioritize multiple activities simultaneously.Ability to present to colleagues and line managers clearly and succinctly.Demonstrable analytic and financial skills required by the role and the ability to translate these into meaningful actions with colleagues and team.Appreciation and experience of cultures, language, diversity, and travel.WHAT WE OFFERJoin a diverse working environment of people who we learn from every day.The chance to train and develop your skills in a fast-paced environment.Competitive benefits package – 30 days holiday for full-time employees, prorated at the same rate for part-timers, great discount on our products, company pension, cycle to work scheme, and quarterly social events with the company.*Benefits are eligibility dependent and subject to change at any time.At Orlebar Brown, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Orlebar Brown.
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