JOB TITLE Store Manager 

ROLE TYPE Full time

DEPARTMENT Retail

REPORTING TO Head of Retail & Client Services / Market Manager

LOCATION Ibiza, Spain

SALARY Competitive

THE POSITION

The 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 RESPONSIBILITIES

TEAM

• Transplanting the culture of the brand into the daily lives of the store team in order 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 in order to make sure they are confident to deliver 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 team member meetings to review top line performance, personal performance and set action/training plans to support your colleagues.
• Be experienced in providing informal ‘nip it in the bud’ style feedback, as well as confident in dealing with more formal processes, to ensure the team are delivering the expectations of the brand.
• Work with the wider business to ensure that the team have access to training materials and that they are eloquent in terms of brand stories, product information and service styles/techniques.

CUSTOMER

• Our 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 KPI’s 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 is in line with the 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.
• Be able to 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.
• Be knowledgeable and 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 the team members on the utilisation of our Clientele System, as well as actively using it personally to keep in contact with clients.
• Gather customer feedback and insights and share with wider business.
• Be able to present yourself well and dress yourself in a considered and detailed manner.
• Excellent proficiency of both written and spoken English, and other language skills are helpful for the role.
• 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.

OPERATIONS

• 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).
• Interpret data from the retail dashboards and translate this into real-world, actionable tasks for your team.
• Ensure that the presentation and operation of the operation of the physical store are maintained and efficient. Creating excitement through visual presentation of collections. 
• Execute company initiatives and providing feedback on how to improve or adjust for market specific considerations. 
• Support with additional customer focused tasking – including supporting our Concierge Team and helping fulfil product to 3rd party sales platforms.
• You should be capable of understanding performance of your store both directly and indirectly.
• Formulate business plans to improve store performance – carefully interpreting data and KPI’s to make informed decisions. You will be expected to provide feedback and insight to assist with financial planning.
• Provide feedback and opportunity analysis in a considered but ongoing 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 expectation and manage the employment costs and other costs you can control.
• Protect financial assets of the company in terms of your stores and stock holding within them.
• 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 QUALIFICATIONS

• Ability to form an instant rapport with customers, colleagues and team members.
• Experience in carrying out the responsibilities listed above with a particular focus on the ability to grow client relationships and coach and develop team members.
• Have a shared passion for the brand O .B aspires to be.
• Have a natural openness, honesty and enthusiastic nature.
• Understand how to motivate your colleagues in a positive and forward looking way.
• Ability to lead a team and work as a team member.
• Excellent feedback and informal coaching skills.
• A willingness to take personal accountability for performance.
• You will be able to prioritise multiple activities at the same time.
• You will be able to present to your colleagues and line managers clearly and succinctly.
• Demonstrable analytic and financial skills required by the role and translate these into meaningful actions with you colleagues and team.
• An appreciation and experience of cultures, language, diversity and travel.

WHAT WE OFFER

• Join a diverse working environment of people who we learn from every day.
• The chance to train and develop your skills in a fast working environment.
• Competitive benefits package – 30 days holiday for full time employees, prorated at 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 dependant 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.