Job Description

Job Summary: We are seeking a highly organized and proactive Senior Operations Manager with luxury home retail experience to oversee the day-to-day operations of our luxury retail store. This role requires a dynamic individual who is strong leader, a problem solver, dedicated to excellence and brand vision, understands the complex dynamics of managing a showroom and partnership with an ambitious sales team to drive overall business. This person will understand the importance of building strong partnerships with our restaurant team, RW Studio team, and all vendors that come into the space. This leader will excel at managing the physical inventory, ensuring impeccable customer service, acting as a Shopify expert, and maintaining the highest standards in the store, both visually and operationally. This leader will go above and beyond to ensure operational excellence within a luxury space.

Key Responsibilities:

Inventory & Product Fulfillment:

• Conduct weekly transfers from warehouse to store based on necessary restock amounts, in partnership with the Senior Warehouse Manager and the Merchandising Team
• Help lead the inventory count process in semi-annual full counts as well as scheduling and performing monthly cycle counts and ad-hoc counts
• Monitor stock levels to prevent overstocking or stockouts, communicating closely with the Merchandising and VM Teams
• Identify any possible shrinkage issues in the store and communicate to necessary parties to implement necessary protocols
• Ensure that all products are correctly tagged at the store and avoid discrepancies during audits
• Responsible for all order fulfillment from the store to customer, including the management of 1-2 stockroom associates
• Audit Shopify order fulfillment routing to ensure efficient allocation of fulfillment responsibility between store inventory and warehouse inventory
• Organize and maintain proper storage and shelf organization at the store
• Handle damaged inventory following the standard procedures for documentation, inventory management, and repair
• Management of all inventory preparation and documentation in regards to onsite and offsite photoshoots, including reconciling the return transfers of product to multiple inventory locations

Customer Service Management:

• Lead by example in providing exceptional in-person customer service, ensuring that all interactions reflect the brand’s standards for luxury experiences
• Manage customer service issues and see each issue through to solution and recovery, liaising with any internal team members as needed
• Oversee and manage customer orders, both in-store and web-based, ensuring timely fulfillment and accurate delivery
• Handle customer inquiries, returns, exchanges, and store credit requests via Shopify, maintaining a customer-first approach
• Act as a key point of contact for the sales team, addressing any operational issues, concerns or challenges that arise. This includes inventory shortages, troubleshooting, and ensuring smooth communication between the team and other departments
• Act as key point of contact for all web orders for furniture and lighting
• Partner with Merchandising to find appropriate resolutions for clients when necessary, ensuring a seamless customer experience
• Partner with Production & Sales teams to improve customer experience when custom furniture and lighting orders are experiencing delays or other issues

Shopify Sales & Order Management:

• Act as the Shopify expert for the store, managing online sales, returns, exchanges, and store credit
• Assist sales team in any necessary Shopify processes
• Manage the overall data integrity of the orders, inventory, and payments in Shopify
• Respond to all internal tagged Shopify messaging in a timely manner
• Ensure that all web orders are processed and fulfilled efficiently, with high accuracy
• Discover and address any issues between on hand physical store inventory and inventory records in Shopify
• Prepare and review all transfer records in Shopify upon receipt

Physical Property Management:

• Partnering with Head of Visual Merchandising to ensure store refreshes and visuals (signage, display cards, insignias on entrance and doors) are occurring regularly, as needed.
• Oversee the daily operations and upkeep of the retail store to ensure a clean, well-organized, and visually appealing environment that reflects the luxury brand's image
• Responsible for coordination of all incoming deliveries and transfers with a focus on always maintaining the store appearance

Qualifications:

1. EXPERIENCE IN THE LUXURY HOME RETAIL SPACE IS REQUIRED.
2. Minimum 5 years of experience in retail operations, with at least 3 years in a managerial or supervisory role, preferably in a luxury retail environment
3. Strong understanding of retail operations, customer service, and inventory management
4. Experience with Shopify or similar e-commerce platforms; proficient in handling sales, returns, and exchanges
5. Proven leadership skills with the ability to inspire and motivate a team
6. Exceptional organizational skills with the ability to prioritize and manage multiple tasks simultaneously
7. Excellent communication skills, both written and verbal, with the ability to interact with all levels of staff and customers
8. A keen eye for detail and high standards for product presentation and customer experience
9. Flexibility to work weekends, evenings, and holidays as needed

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