Customer Service Manager
6 days ago
We're a functional clothing brand that champions material innovation and celebrates the joy of the journey. Our history is marked by collaborations with those who challenge the ordinary, and we've designed protective suits for racecar drivers, windproof smocks for Marines, and insulating clothing for mountaineers.
Role OverviewWe're seeking an experienced Supervisor to join our team in Glasgow. As a key member of our store management team, you'll spend most of your time on the shop floor, driving sales by offering exceptional customer service to clients.
Your primary responsibilities will include:
- Providing outstanding customer experiences by anticipating their needs and exceeding their expectations;
- Delivering training to the team to ensure they have confidence in sharing stories about our brand, products, and services;
- Hosting regular team meetings to support communication between the team, store management, other Belstaff stores, and Head Office;
- Motivating the team and maintaining a dynamic and positive atmosphere;
- Staying up-to-date on local events, current affairs, business, and market updates, and cascading these to the team to promote meaningful conversations with clients;
- Driving individual and store targets;
- Understanding and reporting key store KPIs, responding commercially;
- Demonstrating and encouraging the team to exhibit an entrepreneurial flair for attracting new clients and maintaining relationships with existing customers;
- Maximizing shop floor stock levels and promoting key products;
- Assisting in planning and coordinating in-store promotional events;
- Maintaining visual merchandising and housekeeping standards;
- Completing administrative tasks accurately and in a timely manner;
- Planning team tasks and ensuring they are achieved;
- Understanding staff scheduling to achieve appropriate coverage for the store and stepping up to support the management team when needed;
- Adhering to all Company rules, regulations, HSE legislation, Store Security, cash handling, and key holding procedures;
- Liaising with the Store Manager on day-to-day decisions and taking accountability for any made in their absence;
- Reducing opportunities for stock loss by following company procedures and training the team to do the same;
- Coordinating and participating in stock audits and counts on the shop floor and back of house;
We're looking for someone with:
- A well-rounded background in retailing premium/luxury goods (ideally apparel) and delivering exceptional customer service;
- Demonstrable experience of exceeding sales targets and increasing profitability;
- Some experience of managing a team at a supervisory level;
- Commercial awareness and an active interest in the luxury/premium retail market;
- Balanced strengths in sales, customer service, and operational excellence;
- Confidence using the Microsoft Office Suite;
We offer a competitive salary range £35,000 - £45,000 per annum, depending on experience.
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