Assistant Retail Manager

Overview

Job Title: Assistant Retail Manager

Location: Ladurée kiosque at Ladurée Bicester Village

Reports to: Cluster Manager

Position Summary: A Ladurée Retail Manager, is responsible for supporting the Store Manager in overseeing the day-to-day operations of the Bicester Village kiosk, ensuring a luxury experience for customers, and upholding the high standards associated with the Ladurée brand. The role involves supervising the retail team, driving sales, maintaining store presentation, and delivering exceptional customer service. The Assistant Retail Manager serves as a key brand ambassador, ensuring that every customer interaction reflects Ladurée's renowned elegance and quality.

Key Responsibilities

Leadership and Team Support

• Lead, motivate, and support the retail team to ensure a high level of customer service is delivered at all times.
• Act as a role model by demonstrating excellent customer service skills and brand representation.
• Assist in training new team members on product knowledge, sales techniques, and Ladurée's service standards.
• Provide constructive feedback and on-the-spot coaching to team members to enhance performance.

Customer Service Excellence

• Ensure that every customer receives a warm welcome, creating a memorable luxury shopping experience.
• Handle complex customer inquiries and resolve complaints with professionalism and empathy.
• Uphold Ladurée's service standards by overseeing and supporting the team in delivering courteous and attentive service.
• Step in to assist with customer service on the shop floor as needed, particularly during busy periods. Process customer transactions, handle cash and card payments, and manage receipts and customer orders efficiently.

Sales and Upselling

• Drive sales and promote upselling and cross-selling within the team, emphasizing seasonal or limited-edition products.
• Work closely with the Retail Manager to meet or exceed individual and team sales targets.
• Monitor team performance and suggest strategies to enhance customer engagement and boost sales.
• Assist with transaction oversight, ensuring accurate processing of payments and order handling.

Store Presentation and Stock Management

• Oversee the presentation of the kiosk, ensuring all displays align with Ladurée's visual standards and luxury branding. Represent Ladurée's brand ethos through a polished appearance, language, and behaviour that aligns with the brand's luxury positioning.
• Maintain optimal stock levels by coordinating restocking and liaising with management on inventory needs.
• Conduct regular stock checks, ensuring product freshness and quality through proper stock rotation.
• Ensure the store environment remains organized, clean, and inviting, managing daily maintenance and cleanliness standards.

Product Knowledge and Brand Presentation

• Develop a comprehensive understanding of Ladurée's products, history, and values to communicate confidently with customers and train team members.
• Represent Ladurée's brand ethos through a polished appearance and behaviour that reflects the brand's luxury positioning.
• Share insights on customer preferences and product trends with management to aid in decision-making and stock planning.

Operational Support

• Oversee daily store operations, including opening and closing routines, cash management, and staff schedules.
• Support the Retail Manager in managing store policies, safety, and hygiene protocols, ensuring all procedures meet Ladurée's standards.
• In charge of packaging standards, ensuring customer orders are carefully prepared and meet Ladurée's quality expectations.

Team Collaboration and Communication

• Foster a positive work environment, encouraging teamwork and collaboration among team members.
• Attend and participate in regular team meetings, ensuring alignment on new products, promotions, and company policies.
• Communicate effectively with the Retail Manager, providing updates on store activities, customer feedback, and team performance.

Qualifications

• Previous supervisory experience in retail or customer service, ideally within a luxury or high-end food or hospitality brand.
• Exceptional interpersonal and leadership skills, with a friendly and approachable demeanour.
• Strong attention to detail, particularly in brand standards, visual merchandising, and operational procedures.
• Ability to work efficiently in a fast-paced environment, managing multiple priorities.
• Flexibility to work various shifts, including weekends, holidays, and peak seasons.

Preferred Skills

• Passion for gourmet food, pastries, and the Ladurée brand.
• Proficiency with Point of Sale (POS) systems and retail management software.

Benefits

• Competitive hourly wage
• Employee discounts on Ladurée products.
• Opportunities for professional growth within the brand and exposure to a prestigious luxury environment.
• Monthly Travel Allowance

Note

This job description is intended as a guide to the role and its requirements. Specific responsibilities and tasks may vary according to the boutique's needs and the broader objectives of Ladurée's brand experience.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Sales and Business Development

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