Job Title

Reporting to the General Manager, the Time+Tide Studio Manager is responsible for the day to day running of the Time+Tide Studio in Melbourne including retail operations, event coordination, customer service and local social media management to build and nurture our AU community and VIPs. They are involved heavily in creating and nurturing a team of high performing and passionate watch specialists to support and grow our community in Melbourne.Retail Operations & SalesMaintain excellent product knowledge of all partner brands, ensuring they are presented in a premium and professional and engaging manner at all times within the Studio.Ensure excellent customer service is provided and customer complaints are resolved efficiently and effectively.Build and maintain customer relationships (and database) to grow our community and brand loyalty.Achieve monthly and annual sales targets through team collaboration.In collaboration with the General Manager, ensure collections are managed effectively including thorough performance analysis by SKU, stock procurement and product life cycle management.Ensure open to buy budgets are carefully adhered to.Account for stock security, ensuring stock takes are carried out efficiently following guidelines and that investigations are carried out to guarantee the results are accurate and under target.Ensure retail trading hours are accurately presented and updated on the Time+Tide website and Google, and accommodate for Time+Tide Studio events calendar.Work cross-functionally with the Partnerships team, e-Commerce Manager and Finance staff in Australia to ensure commercial objectives are achieved, Studio ranges are aligned with online presentations and customer enquiries are responded to in a timely and cohesive manner.Ensure high standards of visual merchandising are maintained at all times including updating of in Studio screens.During peak retail periods recruit, train and manage new Watch Specialists (casual).In collaboration with the General Manager, develop and execute Time+Tide Studio marketing initiatives to promote the Studio and drive foot traffic.Maintain accurate cash management and customer payments.Ensure the Melbourne Studio team adhere to the operational standards of the Time+Tide retail operating manual.Prepare and present monthly reports for the General Manager and other analysis as requested.Event CoordinationIn collaboration with the General Manager and Director of Partnerships, ensure Time+Tide studio events are presented and executed to a high standard and in accordance with the Time+Tide personality.Maintain Time+Tide studio events calendar and align with retail trading.Liaise with brand partners to ensure brand guidelines are followed.In collaboration with the Time+Tide team, drive good attendance to all Time+Tide events. Maintain event attendance database where possible.Liaise with third party suppliers to procure event supplies as and when required.Ensure Time+Tide events are managed within budget.Customer ServiceProvide the highest level of customer service in store and ensure that the customer experience is always outstanding and on-brand.Create and deliver a customer experience worthy of maximising customer satisfaction.Support the timely and efficient resolution of customer service tickets via Gorgias CRM.Be the first point of contact for customer service support for Time+Tide Studio sales.Timely resolution of customer service issues.Liaise with brand partner headquarters to resolve warranty repairs and other servicing requirements.Liaise with local watch technicians to raise repair jobs and ensure customers receive appropriate communication and updates on job status.Social Media and Owned Channel Marketing StrategyManage Time+Tides AU Shop Instagram with regular posts and updates.In collaboration with Time+Tides e-Commerce, video production and editing teams, create digital content to promote our Studio retail brands.Identify and engage with VIP customers to foster positive relationships and lead them to become active promoters/influencers of Time+Tide.Work with the General Manager and e-Commerce team on promotions and offers based on inventory and partner brand campaign opportunities.Staff ManagementLead training and development of all Studio staff including part time and casual team members.Ensure staff rosters are managed accurately and the Studio is appropriately resourced at all times.Ensure all staff maintain high operational and security standards.Engage, motivate and instill a positive team culture.Ensure team actively engage with Time+Tides CONNECT App.Provide coaching and personal development training for the team to grow professionally and personally.Key Performance IndicatorsGoogle reviews and customer feedback.Achieving set sales targets.Stock management metrics including stock take results.Mystery shopper results.Key InteractionsTime+Tide Assistant Studio Manager Melbourne.Time+Tide Watch Specialists Melbourne.Director of Partnerships (London based).Managing Editor (AU based).Video production and editing team.AU brand partners.Third party watch technicians.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionDesign, Art/Creative, and Information TechnologyIndustriesOnline Audio and Video Media #J-18808-Ljbffr