The Retail Manager is responsible for overseeing the daily operations of the Kloke retail stores, ensuring optimal performance, customer satisfaction, and revenue growth. This role requires a strong leader who understands the Kloke brand and can deliver the best experience to our customers. Reports to: Managing Director Key responsibilities and accountabilities: Retail Sales Hold full responsibility for retail sales while building strong relationships with the Kloke customer. Drive to sales and profit to achieve sales targets and achieve KPI’s Manage and build the team to succeed in achieving daily, weekly and monthly sales targets Monitor staff availability and rostering Ensure that the sales team is functioning efficiently, optimising every sales opportunity and communicating store performance with the team Customer Experience Focus on the customer, ensuring that they receive the very best in service, styling and communication Approach all customer queries professionally and promptly via appropriate communication platform. Maintain customer information and build upon the VIP program Monitor all customer returns and exchanges Develop and implement strategies to enhance customer satisfaction and loyalty Monitor customer feedback and implement improvements based on insights Ensure consistent delivery of excellent customer service across all locations Handle escalated customer complaints and resolve issues promptly Implement customer retention and loyalty programs Inventory & Operations Management Oversee daily store operations to ensure smooth functioning and adherence to company policies and procedures Manage inventory control systems and procedures to minimise losses and optimise stock levels Manage inventory including inter store transfers between retail stores and warehouse Implement and maintain operational standards across both store locations Develop and optimise operational processes to improve efficiency and productivity Ensure compliance with health, safety, and security regulations Oversee store maintenance and ensure facilities are clean, organised, and visually appealing Troubleshoot and resolve operational issues promptly Adhere to company policies and procedures in relation to cash and credit transactions. Product Merchandise Retail store in accordance to Marketing calendar. Styling and understanding the Kloke aesthetic Maintaining a strong knowledge of technical product information, maintaining a comprehensive knowledge of special features, materials, customer benefits, care and maintenance and availability. Ensure staff are representing the Kloke brand aesthetic in-store Performance Management Establish key performance indicators (KPIs) with the Managing Director and monitor performance against targets Analyse sales data, customer feedback, and market trends to identify areas for improvement Prepare and present monthly store performance reports to Managing Director Staff Management Recruit, train, and develop retail staff Create and maintain store roster to ensure optimal coverage during peak hours Provide ongoing coaching and feedback to improve team performance Foster a positive work environment that promotes teamwork and high morale Address employee concerns and resolve conflicts effectively Attend monthly retail meeting with Managing Director to identify what is working and what needs improvement Attend seasonal product range viewing to understanding key looks and fabrications for the season. Support and lead the store team by training and developing each employee Store Budgets Prepare and manage store budgets Control expenses and identify cost-saving opportunities Monitor and analyse financial performance of store locations Qualifications and Experience Strong boutique fashion design experience with a formal qualification or significant experience in Fashion Design, Merchandising and Marketing. Ability to continuously understand product, market, competition status and customer requirements. Ability to train, mentor and coach staff. A strong ability to sell and deliver great results in a fashion retail environment. A huge passion for fashion design and branding. A good knowledge of stock management systems and procedures. Be a team player. Entrepreneurial mindset. Performance Metrics Success in this role will be measured by: Store profitability and revenue growth Customer satisfaction scores Employee retention and satisfaction Operational efficiency improvements Inventory management effectiveness Compliance with company policies and procedure
