The Service and Selling Manager will act as a brand ambassador and provide inspirational and motivational leadership to inspire confidence in the team and our customers.
They are accountable for building and maintaining a loyal customer base, delivering the highest level of customer experience, exceeding their commercial objectives, and adhering to all operational policies and procedures.
The Service and Selling Manager will work in close partnership with the store management team, leading the in-store experience and clienteling strategy, as well as taking responsibility as a key holder.
Key Service and Selling Manager Duties
Customer Experience:
* Implement and oversee the clienteling strategy aimed at building and maintaining strong, personal relationships with customers.
* Utilise customer data and preferences to provide a tailored shopping experience and drive customer loyalty.
* Ensure the brand service ceremony is fully implemented in all customer interactions.
* Support the execution and implementation of retail events, activities and appointments.
* Collate customer feedback data to share with the wider team, celebrating success and identifying areas for improvement.
* Take ownership of customer feedback with responsibility for overseeing the process from start to end, escalating to senior managers or the wider team when necessary.
People and Leadership:
* Lead by example and be a role model for the team and an ambassador for the brand.
* Ensure team members are trained in the service ceremony, Varley standards and processes.
* Oversee tasks delegated to team members and provide store management with feedback on progress.
* Support the delivery of morning meetings and communicating all necessary information to the retail team.
* Supervise the teams and ensure they adhere to all operating policies and procedures. Share feedback with management if there is noncompliance or risk.
* Gather feedback, as requested, from the retail team and share it with managers and head office teams.
* Provide ongoing coaching and performance feedback to Senior Style Advisors and Style Advisors to ensure goals are met and service standards are maintained.
Commercial and Operations:
* Share key holder responsibility for opening and closing the store and managing the team and shop floor when on shift.
* Drive sales and KPIs through growing and maintaining a loyal base of regular customers.
* Provide feedback on new opportunities to improve sales and operations in the store.
* Keep up to date with product knowledge and fashion trends and share with the retail team.
* Analyse data to identify opportunities for growth and improvement in clienteling and customer experience.
* Maintain shop floor and back of house standards and guidelines in line with company policy and procedures.
Key Knowledge and Experience:
* Keyholder experience preferred.
* A proven record of successfully building customer relationships.
* Experience using a variety of digital systems and tools, including clienteling software.
The Candidate:
* A strong team player.
* Customer centric and passionate about delivering exceptional levels of service.
* A strong passion and love for all things fashion and is up to date with current market trends.
* Agile in ways of working and can adapt to meet the needs of the business.
* A minimum of 3 years’ experience in a similar role.
Who We Are
Founded in 2015, Varley is a fashion brand rooted in movement. Headquartered between London, Los Angeles and New York, it remains an international, family-run business, with quality and community at its heart. Offering a curated wardrobe of contemporary and active collections for the modern woman, Varley exists to instil quiet confidence with clothing that is made to move and evolve with your everyday.
Our People
We think of ourselves as an international family-run business that embodies our founders’ commitment to creating timeless collections for the modern woman. What started as a company of two, has grown into a close-knit team of thinkers, creators, and innovators, taking care of our clothes, each other, and our community.
Split across the UK and USA, our team is 85% female, making us proud to be a brand for women, by women.
We are guided by two core beliefs: the pursuit of quality in everything we do and looking after one another. Everything else should take care of itself.