Retail Assistant Manager

Job Description

Job Description

Responsible for driving sales, leading the client experience, coaching associates, and ensuring the store delivers a premium brand experience consistent with Kate Spade's standards. The role combines customer service leadership, team management, and operational excellence.

Position Summary

The Customer Experience Manager partners with the Store Leader to create an exceptional customer experience, achieve sales goals, and develop a high-performing team. This role serves as a key leader on the sales floor, promoting clienteling, driving customer loyalty, and ensuring operational standards are met.

Key Responsibilities

Customer Experience & Sales

• Deliver an elevated customer experience that reflects the Kate Spade brand.
• Build and maintain strong customer relationships through clienteling.
• Drive sales performance and achieve store KPIs.
• Resolve customer concerns professionally and effectively.
• Analyze customer feedback and identify opportunities to improve service.

Leadership & Team Development

• Coach and motivate associates to meet sales and service expectations.
• Conduct training focused on selling techniques, product knowledge, and customer engagement.
• Support recruiting, onboarding, and performance management initiatives.
• Foster a positive, inclusive, and high-energy store culture.

Operations

• Manage daily store operations, including opening/closing procedures.
• Ensure compliance with company policies and loss prevention standards.
• Monitor inventory management and stock organization.
• Maintain visual merchandising and brand presentation standards.

Business Performance

• Review sales reports and performance metrics.
• Develop action plans to improve conversion, units per transaction, and customer retention.
• Partner with store leadership to execute business strategies and promotional events.

Qualifications

• 2 to 5+ years of retail leadership or management experience.
• Strong customer service and clienteling skills.
• Proven ability to drive sales and develop teams.
• Excellent communication, coaching, and organizational skills.
• Ability to work flexible retail hours, including evenings, weekends, and holidays.
• Experience in luxury, fashion, or premium retail preferred.

Key Competencies

• Customer Focus
• Sales Leadership
• Team Development
• Problem Solving
• Business Acumen
• Communication Skills
• Adaptability
• Brand Ambassador Mindset