Retail Operations Manager
2 weeks ago
Job Summary:
Lush is seeking a highly motivated and experienced Assistant Manager to join our team. As a key member of our retail operations team, you will be responsible for leading our sales floor team to deliver exceptional customer experiences, drive sales growth, and maintain operational excellence.
Key Responsibilities:
- Customer Service: Collaborate with your team to exceed daily sales goals and ensure a unique and inclusive customer experience that makes every visitor feel welcome, meets their needs, and makes their day.
- Brand Building: Educate our customers and staff on our brand values, and articulate our position on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging in the shop and through community engagement and other traffic-driving initiatives.
- Product Passion: Increase the depth of your product knowledge through constant learning and consistently make informed and product recommendations for every need.
- Driving Sales: Demonstrate strong business acumen and understanding of your metrics, budgets, and reports and how to impact them through behaviors on the floor to deliver profitable results.
- Team Leadership: Lead Fearlessly, Grow Talent, Be Real, and Live with Purpose by owning your own development, assessing your performance, seeking feedback and resources, and opportunities to improve and elevate your skills, knowledge, and abilities; and supporting the growth of your team through coaching and leading by example.
- Operational Excellence: Support your manager to keep your shop complaint and ensure your staff are practicing company standards for opening and closing, product integrity, respectful workplace, health and safety, and daily communication.
- Recruitment and Selection: Support the staffing of your shop with top-performing staff by working actively within your markets to network, recruit, hire, and succession plan.
- Staff Development: Collaborate with your Manager on creating and executing plans that improve staff engagement, retention, performance, and Diversity, Equity, Inclusion, and Belonging practices.
Requirements:
- 1-3 years managing or supervising in a retail environment
- Excellent listening and communication skills
- Excellent analytical, critical thinking, and troubleshooting skills
- Excellent organization and time management skills
- Strong customer service, supervisory, and sales skills
- Knowledge and interest in skincare, natural beauty, and ethical business
- Ability to work flexible hours to meet the needs of the shop, including holidays, evenings, and weekends
Preferred Qualifications:
- Experience with consultation-based customer service models
- Ability to develop and train staff through positive coaching and feedback
- Proficient in Excel, Microsoft Suite, and adaptable to other systems as required
- Basic HR skills in hiring, scheduling, training, and performance management
- Experience in cross-cultural collaboration and DEIB or social justice training
- Fluency in Spanish, French, or other languages
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