Retail Team Lead - Customer Experience

Placements24; South Africa; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Employee discounts

Hybrid role

Career development

Job summary

Placements24 is seeking a proactive Retail Team Lead for our client store in Paarl, Western Cape. The role blends in-store leadership with remote administrative tasks, demanding a strong leader who elevates customer interactions and motivates staff to deliver service excellence.

You will supervise daily operations, train team members on product knowledge and service standards, handle escalations, and drive continuous improvement while maintaining high store standards and presentation.

Qualifications

• Previous experience in a customer-facing role within retail, with at least 1-2 years in a leadership or supervisory capacity.
• Strong communication, interpersonal and problem-solving skills.
• Ability to train, motivate, and lead a team.

Responsibilities

• Lead and mentor a team of retail associates to deliver exceptional customer service.
• Oversee daily customer service operations, ensuring smooth and efficient interactions.
• Train new and existing staff on product knowledge, service standards, and conflict resolution.
• Act as a point of escalation for customer inquiries and complaints, resolving issues effectively.
• Monitor customer feedback and implement strategies for continuous improvement.
• Ensure store presentation and cleanliness meet high standards, enhancing the customer environment.
• Assist with sales activities and support the achievement of store targets.
• Collaborate with management on implementing customer service initiatives.
• Manage specific team-related tasks remotely, such as scheduling adjustments or reporting.
• Foster a positive and collaborative team culture focused on customer satisfaction.

Skills

Team leadership

Customer service

Staff training

POS experience

Communication

Tools

POS systems

Job description

About the Role

Our client, a renowned retailer, is seeking a proactive and customer-centric Retail Team Lead to enhance the customer experience at their store in Paarl, Western Cape . This role requires a natural leader who is passionate about service excellence and motivating a team to deliver outstanding interactions. You will be responsible for overseeing daily customer service operations, training staff on best practices, and ensuring customer satisfaction. This position offers a hybrid work arrangement, combining in-store leadership with potential remote administrative or planning tasks, making it ideal for those seeking a balanced role within the vibrant retail landscape of Paarl, Western Cape .

Key Responsibilities

• Lead and mentor a team of retail associates to deliver exceptional customer service.
• Oversee daily customer service operations, ensuring smooth and efficient interactions.
• Train new and existing staff on product knowledge, service standards, and conflict resolution.
• Act as a point of escalation for customer inquiries and complaints, resolving issues effectively.
• Monitor customer feedback and implement strategies for continuous improvement.
• Ensure store presentation and cleanliness meet high standards, enhancing the customer environment.
• Assist with sales activities and support the achievement of store targets.
• Collaborate with management on implementing customer service initiatives.
• Manage specific team-related tasks remotely, such as scheduling adjustments or reporting.
• Foster a positive and collaborative team culture focused on customer satisfaction.

Requirements

• Previous experience in a customer-facing role within retail, with at least 1-2 years in a leadership or supervisory capacity.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proven ability to train, motivate, and lead a team.
• A strong passion for customer service and creating positive experiences.
• Ability to work effectively in a fast-paced environment.
• Experience with point-of-sale (POS) systems.
• Willingness to work a hybrid schedule, balancing in-store responsibilities with potential remote administrative duties in Paarl, Western Cape .
• Adaptability and a proactive approach to addressing customer needs.
• Availability to work flexible hours, including weekends and public holidays, as required.
• A keen eye for detail and commitment to maintaining store standards.

Benefits

• Our client offers a competitive salary, employee discounts, and opportunities for professional growth and development.
• This hybrid role provides flexibility while allowing you to make a significant impact on customer satisfaction in Paarl, Western Cape .
• Join a supportive team environment where your contributions to customer experience are valued.
• Our client is committed to employee well-being and career advancement.