Community Lead

2 weeks ago

Québec, Canada Kotn Full time

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**:
**Operations (25%)**
- Perform managerial duties including closing, opening and standing in for Market Manager when needed
- Lead clientele management by initiating customer follow-ups and collaborate with Market Manager to provide a better omni-channel customer experience
- Take initiative with ideating new processes for sales and relationship-building opportunities
- Support in overall store maintenance from performing cleaning, executing weekly tasks, and maintaining the floor day-to-day

**Visual Merchandising (25%)**
- Support in daily operations tasks including supporting with product operations as required and upholding visual and window merchandising standards
- Maintain physical store cleanliness and organization to provide a safe and comfortable shopping environment
- Work alongside Market Manager in sourcing local third-party vendors to supply in-store in order to maintain community relationships
- Ensure optimum product level volume is being upheld on the floor by restocking and communicating with Market Manager when product levels are low

**Customer Experience & Service (50%)**
- Customer-facing everyday, provide best-in-class customer service experience to our customers, fielding questions and providing upbeat, customized experience
- Take ownership of building and maintaining relationships with customers, neighbours, and our communities through building clientele and hosting brand propelling events/activations
- 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
- Resolving CEO’s in a timely manner in line with Kotn customer experience guidelines

**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

**Adaptability**

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

**Collaboration**

Contributes to an environment that supports transparency and cooperation among others

**Additional Requirements**:

- Bilingual in French and English
- 1-2 years experience in a leadership role at a mid-volume, customer-driven retail environment
- Previous experience in customer service is a must, ideally in a clientele based environment
- A diverse set of interests and skills
- Easily adaptable to an ever changing work environment
- Ability to work weekends

**Responsabilités**:
**Opérations (25 %)**
- Effectuer des tâches de gestion, y compris la fermeture et l'ouverture, et remplacer le chef de marché au besoin.
- Diriger la gestion de la clientèle en effectuant des suivis auprès des clients et collaborer avec le Directeur de marché pour offrir une meilleure expérience client omnicanale.
- Prendre l'initiative d'imaginer de nouveaux processus pour les ventes et les opportunités de développement des relations.
- Contribuer à l'entretien général du magasin en effectuant le nettoyage, en exécutant les tâches hebdomadaires et en entretenant le sol au quotidien.

**Merchandising visuel (25 %)**
- Contribuer aux tâches opérationnelles quotidiennes, notamment en participant aux opérations sur les produits, le cas échéant, et en respectant les normes de marchandisage visuel et en vitrine.
- Maintenir la propreté et l'organisation du magasin afin d'offrir un environnement d'achat sûr et confortable.
- Travailler avec le directeur de marché pour trouver des fournisseurs tiers locaux afin d'approvisionner le magasin et d'entretenir les relations avec la communauté.
- S'assurer que le volume optimal de produits est maintenu sur le plancher en réapprovisionnant et en communiquant avec le gérant de marché lorsque les niveaux de produits sont bas.

**Expérience et service à la clientèle (50 %)**
- Être en contact avec la clientèle au quotidien, offrir à nos clients le meilleur service possible, répondre à leurs questions et leur offrir une expérience personnalisée et dynamique.
- Prendre en charge l'établissement et le maintien de relations avec les clients, les voisins et nos communautés en développant la client

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