Keyholder
South Moon Under originated as a small surf shop in 1968 and has since evolved into an elevated everyday shopping destination for the effortlessly cool individual, with brick-and-mortar locations in small communities and big cities alike. At South Moon Under, we believe in empowering people to dream big, take chances, and deliver exceptional results. Our team is filled with talented, smart, and driven employees who are passionate about style, customer service, and of course, South Moon Under. We want talented individuals who are people focused, sales driven and eager to collaborate as a team to establish a thriving brand. If you are someone who craves development, enjoys a dynamic work environment, and you have the hustle to meet challenges, then we want you! OVERVIEW
As a Key Holder, you will work in partnership with the Store Leader to inspire and lead your team in providing best-in-class service by meeting and exceeding the needs of our customers. You are responsible for ensuring that you and your team create unique and specially curated looks for customers that promote their best selves, bring them immense joy, and establish long-lasting relationships with the brand. You lead by example and masterfully navigate ever-changing conditions by making informed and timely decisions that are solutions-focused and drive strong business outcomes. You create a team environment and culture where people feel supported, engaged, and can deliver an exceptional in-store experience. RESPONSIBILITIES Customer Service l Brand Ambassador
- Understand and communicate the South Moon Under brand to all customers
- Ensure expected customer service levels are maintained and exceeded by the team
- Create a selling environment that is focused on a seamless end-to-end experience driven by customer engagement, personalized outfitting, and adding value to the visit
- Emulate the brand aesthetics and embody a strong sense of fashion and enthusiastic attitude
- Continually assess and take action on the level of personalized service offered by Stylists, ensuring that Stylists are creating tailored experiences for all customers that leave them feeling special
- Resolve customer feedback and address issues in the moment, including customer escalations and urgent requests
- Assist the Store Leader and Assistant Store Leader in managing all aspects of the retail business, as well as make informed decisions based on both qualitative and quantitative data
- Build positive relationships with peers and contribute to positive team morale
- Hold the team accountable for maintaining retail standards and store cleanliness
- Support with performance management activities by partnering with the Store Leader
- Collaborate with team members to ensure superior customer service and support store operations
- Maintain South Moon Under’s visual and operational standards while keeping the focus on customers
- Consistently meet and/or exceed all goals and objectives for the store by monitoring and taking action on relevant key performance metrics to achieve goals and capture opportunities
- Manage the completion of the daily shipment and omni fulfillment processes
- Manage immediate impacts of business disruption to support operational continuity (e.g. weather, team absenteeism, store closures, health, and safety response, etc.)
- Lead and move dynamically on the floor to assess and fulfill the needs of the business, team, and customers
- Understand and adhere to people safety policies and procedures
- Perform work in accordance with applicable policies, procedures, and laws or regulations
- Perform other duties related to the qualifications and requirements of the job
- High School Diploma required; associate degree preferred
- Experience in a management-level position in a specialty retail environment preferred
- Working knowledge of Microsoft Office, Microsoft Teams, and POS systems
- Excellent leadership skills
- Excellent time management, prioritization, and organization skills
- Excellent written and verbal communication skills
- Excellent mathematical skills
- Flexibility to work non-traditional hours, days, nights, weekends, and holidays as needed
- Travel may be required
- To perform the essential functions of this job, you must be able to frequently stand, walk, talk, and hear. You will be required to occasionally sit, reach with hands and arms, and stoop, kneel, or crouch. You will be required to occasionally lift and/or move up to 40 pounds. Near and far-sighted visual acuity and normal depth perception are required.
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