Assistant Store Manager (Customer Experience Manager)

Allied Universal; City of Melbourne; On-site; AUD 65,000 - 95,000; Full time

Job summary

True Society Melbourne is seeking an Assistant Store Manager (Customer Experience Manager) to lead a high-end bridal boutique. You will craft a personalised shopping journey for brides and their parties, collaborating with stylists to exceed sales goals while upholding brand standards.

You'll manage daily operations, recruit and train staff, and respond to customer inquiries with professionalism. Evening and weekend availability is expected as part of this role.

Qualifications

• Bachelor’s degree in Retail/Fashion or related field; equivalent experience may be considered.
• 3–5 years retail management experience in upscale fashion or bridal preferred.
• Strong teamwork and communication; ability to lead and coach staff.
• Excellent customer service and relationship-building skills.
• High emotional intelligence and organizational awareness.
• Written and verbal communication skills; professional demeanor.
• Proven ability to meet sales goals.
• Ability to work evenings and weekends.
• Willingness to maintain professional appearance.
• Physical ability to move around store and assist customers.

Responsibilities

• Create a highly personalised experience for each bridal store customer and party through special touches that set True Society apart.
• Co-lead daily sales and operations with stylists to meet sales goals.
• Foster staff development through recruitment, training and coaching.
• Manage and measure pre-appointment qualification process against conversions.
• Monitor and respond to store reviews and provide feedback for improvement.
• Handle customer inquiries via email, text, phone, or website.
• First level management of customer complaints in collaboration with Store Manager.
• Oversee in-store marketing activities including bridal fairs and promotions.
• Drive merchandising to reflect trends and maximise the bridal experience.
• Prepare store for events and ensure brand standards are maintained.

Skills

Customer service

Leadership

Retail management

Communication

Team development

Education

Bachelor’s degree in Retail/Fashion

Tools

MS Office

Facebook/Instagram

Job description

Overview

True Society is a collective of global bridal stores offering all brides the ultimate wedding dress shopping experience. With locations in Australia, Europe, and the USA we help brides celebrate their own personal style that represents their true self. True Society stores exclusively offer internationally sought-after designer brands Essense of Australia, Stella York, All Who Wander, Martina Liana and Martine Liana Luxe.

For the first time, we have brought this one-of-a-kind bridal experience to Melbourne, Victoria. The store exudes an elevated, urban chic vibe and provides a stunning stage for showcasing our breathtaking designer wedding dresses. True Society in Melbourne joins our growing collective of bridal stores and will be the destination for transforming dress dreams into the most amazing reality. We are looking for career-minded retail professionals (our True Crew!) who are passionate about fashion and bridal.

Responsibilities

Assistant Store Manager (Customer Experience Manager)

• Create a highly personalised and unique experience for each of our retail bridal store customers and their bridal parties through the development of special details and touches that set True Society apart from other retailers through the special attention to every aspect of the bridal gown selection process.

• Co-lead the daily sales and operational management of fast-growing upscale retail bridal boutique; work with stylists to ensure store consistently achieves and maintains sales goals.

• Foster continued development of store and staff through ongoing recruitment, training and coaching.

• Manage, train and measure the success of the pre-appointment qualification process against conversions.

• Monitor and respond to all store reviews and provide feedback to store manager and/or coaching to staff as needed to address any issues.

• Manage and conduct follow up activities on customer inquiries (email, text, phone, website).

• First level management of customer complaints, reporting them with continuous improvement awareness in collaboration with the Store Manager.

• Manage the execution in store as directed by the Store Manager for; store marketing activities including bridal fairs and other promotions; manage all planning, role and project assignments, preparation of materials and gowns, set-up, onsite execution and tear down.

• Work with the Store Manager to understand selling trends, implement and drive Merchandising activities in store to reflect this to maximise the bridal experience.

• Prepare store for in-store special events and trunk shows; ensure store is always maintained to the highest level of visual and brand standards.

Qualifications

• Bachelor’s degree in Retail/Fashion or related degree preferred; equivalent relevant work experience will be considered in lieu of a degree.

• 3-5 years retail management experience. Previous bridal sales or other apparel industry-related management experience preferred, yet not essential.

• Exhibits teamwork, objectivity, and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit.

• Strong customer service approach with ability to build relationships with customers and solve problems quickly and efficiently.

• High level of emotional intelligence and organisational awareness to allow for effective individual and team leadership.

• Excellent written and verbal communication skills, both professional and friendly.

• Proven retail sales ability demonstrated by consistent attainment of sales goals in prior positions.

• Ability to lead and thrive in a challenging environment where multi-tasking and adaptability are a requirement.

• Proven leadership skills with the ability to quickly assimilate to the team and build rapport to motivate and coach the team for positive performance outcomes.

• Results and outcomes driven. Attention to detail and ability to provide oversight and delegation.

• Knowledge of Microsoft Office programs and social media platforms; Facebook and Instagram.

• Ability and willingness to work evenings and weekends.

• Ability to maintain a professional appearance and demeanor.

• Physical ability to move throughout the store, lift and move up to 12kgs, kneel and stand and work on feet most of the time.

What does it mean to be part of the True Crew?

• A Warm Welcome. The True Crew is the heart and soul of the True Society experience. They are passion-led and go above and beyond to support one another and to ensure every bride feels all the love the moment they walk through the doors.

• All the Dresses! You'll be surrounded by rack after rack of aisle-worthy styles from international, award-winning wedding dress designers, giving you the ability to help each bride find the dress of their dreams.

• Expert Training. Our robust onboarding and on-going training provides our team with everything they need to know about the gowns and how to serve brides. We invest in the success of each member of the True Crew.

• Exceptional Experience. We are focused on providing an exceptional experience to our brides, and we provide the same thoughtful experience to each of our team members. We provide a competitive salary, and ample opportunity for exceptional team members to grow with us as we continue to expand.