Retail

JR United Kingdom; London; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading retail company is seeking a Customer Experience & Operations Leader in London. This role involves delivering exceptional customer service, managing store operations, and collaborating with the Market Manager to enhance the omnichannel experience. Candidates should have leadership experience and strong communication skills to align with the brand's values.

Qualifications

• 1-2 years experience in a leadership role at a mid-volume, customer-driven retail environment.
• Previous experience in operations and merchandise.
• A diverse set of interests and skills.

Responsibilities

• Provide best-in-class customer experience and resolve customer inquiries.
• Lead inventory management and perform managerial duties.
• Take ownership of merchandise presentation and store organization.

Skills

Integrity

Communication

Tools

Microsoft Excel

Job description

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At Kotn, we’re reimagining the way our everyday items are made and purchased, beginning with your wardrobe, setting a new standard for social impact and traceability. Founded in February 2015, Kotn has been featured in over 80 publications such as New York Times, GQ, Vogue, Elle, and The Wall St. Journal. Kotn was founded in Toronto by three best friends, who were fed up with compromising on quality, design, sustainability, brand experience, and price.

What You’ll Be Working On:

Customer Experience & Service

• Customer-facing every day: provide best-in-class customer experience to all customers; fielding questions and providing upbeat, customized experience
• Collaborate with Market Manager and Community Lead on coordination of events and activations, taking ownership of product operations and merchandising setup
• Support and promote all streams of service provided by Kotn including but not limited to wholesale opportunities and omni-services from a retail level
• Process cash operations with efficiency and accuracy by capturing customer opt-in to leverage for future marketing opportunities and to finalize the in-store experience loop
• Leverage reporting to provide value in merchandising and store changes, driving positive sales
• Resolving CEO’s in a timely manner in line with Kotn customer experience guidelines

Operations

• Perform managerial duties including closing, opening and standing in for Market Manager when needed
• Lead inventory management by implementing BOH standards, efficiently processing shipment (24 to floor), performing cycle counts, and optimizing stock room set-up and organization
• Take initiative with ideating new processes to streamline operations and collaborate with Market Manager to provide a better omnichannel customer experience
• Supervise professional inventory counts as required
• Lead execution of window installs and takedowns in alignment with corporate Campaign Direction
• Take ownership of merchandise presentation and maintenance to represent the brand vision and maximize revenue in accordance to visual guidelines
• Maintain physical store cleanliness and organization to provide a safe and comfortable shopping environment
• Ensure optimum product level volume is being upheld on the floor by restocking and communicating with the Market Manager when product levels are low

What You’ll Bring:

Integrity

Be the face of the brand: maintains authenticity, live and communicate the Kotn values and ethos

Communication

Demonstrate awareness by adjusting language and terminology, both written and verbally, for intended audience to clearly convey ideas and address opportunities

Optimistically acclimates to environments of change whether through process, industry or organizational

Contributes to an environment that supports transparency and cooperation among others

Additional Requirements:

• 1-2 years experience in a leadership role at a mid-volume, customer-driven retail environment
• Previous experience in operations and merchandise is a must
• A diverse set of interests and skills
• Must have basic knowledge of Microsoft Excel