Join to apply for the Keyholder role at Moss
Our Vision is to be admired for our craft, experience, and sustainability. Desired by our customers and loved by our people.
Today, Moss is more than a menswear brand; we are ‘Styling individuals for moments that matter’. We’re for everyone, all the time. Whether they need to hire a one-off outfit, elevate their daily wardrobe, or create a custom piece, we bring over 170 years of tailoring expertise and considered clothing for modern life.
Our shared values encourage us to Trust our colleagues to think Creatively and plan for Moss's sustained growth and development. We work Collaboratively and use Agility to succeed, leaving a positive impact. Embracing our core values and behavioral competencies strengthens relationships with customers and colleagues.
Purpose of the Role:
You will be a true Brand Ambassador, engaging effortlessly with customers. You will promote customer service excellence, contribute to the customer journey and in-store experience, and demonstrate product, store systems, and process knowledge. Hardworking and dedicated, you will swiftly identify customer needs to offer engaging styling options, exceeding expectations and supporting store KPIs through personal productivity and assisting management.
Key Responsibilities:
1. Lead and empower colleagues as a supervisory team member, ensuring customer focus in all actions.
2. Deliver exceptional customer experiences following Moss Essential Steps of Service—greeting, listening, and offering bespoke advice.
3. Maximize sales and service goals, elevating every interaction to contribute to business KPIs.
4. Maintain strong product knowledge across all services: Hire, Custom Made, Retail, Alterations, Ship from Store, and use this to enhance customer experience and support operational best practices.
5. Use sales and customer data to inform interactions, enhancing success and satisfaction.
6. Seek opportunities to improve store performance and service quality based on feedback and tools like Feefo and Mystery Shops.
7. Support stockroom and back area management, including receiving deliveries and adhering to stock & cash control procedures.
8. Follow the Appointment process, ensuring customers are contacted and information accurately recorded.
9. In the absence of management, be accountable for opening and closing the store.
10. Balance cash at day-end following correct procedures.
What You'll Need to Succeed:
Technical:
* Experience in retail, hospitality, or customer service.
* Knowledge of fashion trends and industry standards.
* Familiarity with POS systems including tills, credit card processing, and inventory management.
* Understanding of Data Analytics to leverage sales and performance insights for store success and customer experience improvement.
About You:
* Reflects Moss's aesthetic through personal style.
* Committed to self-improvement, resilient, and good at time management, driven by a passion for the brand.
* Outstanding communicator with emotional intelligence, able to inspire and foster relationships with colleagues and customers.
* Embodies Moss's core values and behavioral competencies daily.
* Employee Discount: 70% across all stores.
* Team Reward Scheme: Up to 15% bonus of gross monthly salary.
* Referral Bonus: £500 for successful referrals of managers.
* Season Ticket Loan: Support for commuting costs.
* Cycle to Work Scheme: Promoting eco-friendly travel.
* Gym Membership Discount: With PureGym.
* Life Insurance: Peace of mind for colleagues.
* Development Opportunities: Tailored to your career goals from day one.
* Access to Moss Learning: An online platform for skill development.
* Employee Hub: Access benefits, recognition, wellbeing, and updates on the go.
* New Baby Gift: Celebrating milestones.
For more about Moss, our people, and culture, search #LifeatMoss or TailorYourCareer on LinkedIn.
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