Storefront Manager - Customer Experience & Operations

Job Description

Job Description

Storefront Manager – Customer Experience & Operations

Locations: Miami, FL

We are a luxury shoe, handbag, and leather restoration company combining traditional craftsmanship with modern technology and an exceptional customer experience.

We are looking for Storefront Managers for our Miami and Boca Raton locations who can take ownership of the customer experience while keeping the daily workflow of the store organized and moving efficiently.

This is a hands-on role for someone who is extremely organized, detail-oriented, comfortable in a fast-paced environment, and genuinely excellent with people.

What You'll Do

• Welcome customers and provide exceptional in-store service
• Handle customer inquiries through phone calls, SMS/messages, and in-person interactions
• Communicate clearly with customers regarding services, pricing, expectations, timelines, and order status
• Manage demanding customers professionally and confidently, including resolving complaints and service issues
• Receive shoes, handbags, and other items and ensure all customer requests and item conditions are accurately documented
• Coordinate and distribute daily workload among our artisans based on priorities, deadlines, and capabilities
• Track jobs through the restoration process and proactively identify delays or issues
• Perform final quality-control inspections before completed items are returned to customers
• Identify work that does not meet our quality standards and coordinate corrections before customer pickup
• Maintain excellent organization of incoming items, work in progress, completed orders, and customer pickups
• Keep customers updated and ensure commitments and deadlines are followed
• Use our POS/CRM and internal technology to manage customers, orders, communications, and workflow
• Identify opportunities to recommend additional repair, restoration, protection, or customization services when appropriate
• Help maintain a clean, organized, professional storefront that reflects a premium brand
• Communicate operational issues, customer feedback, recurring quality problems, and opportunities for improvement to management

Who We're Looking For

You are someone who can have five things happening at once without losing track of the details.

You should have:

• Excellent customer service and communication skills
• Strong attention to detail
• Excellent organizational and multitasking abilities
• Ability to prioritize work in a fast-paced environment
• Confidence dealing with demanding or dissatisfied customers
• Strong problem-solving and conflict-resolution skills
• Ability to coordinate and communicate effectively with artisans and other team members
• High standards for quality and presentation
• Strong sense of ownership and accountability
• Comfortable learning and using technology, including POS/CRM systems
• Professional written communication skills for SMS and customer messaging
• Ability to recognize when something isn't right and take action before it becomes a customer issue
• Sales/customer-retention mindset without being overly aggressive
• Reliable, punctual, and comfortable taking responsibility for daily store operations
• English required. Spanish is highly preferred.

Experience in luxury retail, hospitality, alterations, tailoring, jewelry, dry cleaning, shoe/leather repair, automotive service, or another high-touch service business is a plus — but experience with shoe repair itself is not required. We can teach the craft; customer service, organization, judgment, and attention to detail are much harder to teach.

The Person Who Will Thrive Here

This role is ideal for someone who enjoys being the person who keeps everything together — customers feel taken care of, artisans know what needs to be done, jobs move on time, and nothing leaves the store unless it meets our standards.

If you take pride in delivering an exceptional customer experience and love working in an environment where every day is different, we'd love to meet you.