Service and Selling Manager

Location: Brentwood Country Mart, California Department: Retail Reporting to: Store Manager / Assistant Store Manager Role Overview The Service & Selling Manager reports into the Store Manager and Assistant Store Manager and plays a key role in executing the store’s service, selling, and clienteling strategy on the shop floor. The Service & Selling Manager (SSM) is a key leader within the store and a champion of the Varley customer experience. This role is responsible for elevating service standards, driving selling behaviours, and leading the team on the shop floor to deliver exceptional customer interactions and commercial performance. Working closely with the Store Manager and Assistant Store Manager, the Service & Selling Manager leads the daily shop floor environment, ensuring the team consistently delivers Varley’s service ceremony while creating meaningful connections with customers. The Service & Selling Manager plays a central role in driving sales performance, clienteling activity, and customer loyalty, while coaching the team to develop strong selling behaviours and product expertise. This role includes key-holder responsibilities and requires strong leadership presence, customer focus, and the ability to inspire the team through example. Leadership Pillars of the Role Customer & Brand Experience Act as a visible ambassador for Varley, leading by example in delivering the brand’s service ceremony and setting the standard for customer engagement. Build meaningful customer relationships through personalised service, proactive selling, and styling expertise to drive loyalty and long-term engagement. Support the team in delivering exceptional customer experiences on the shop floor. Resolve customer concerns promptly and professionally, ensuring positive outcomes and brand trust. Gather and share customer feedback to celebrate success and identify opportunities for improvement. Support the planning and execution of retail events and community initiatives that strengthen brand engagement. Lead by example, modelling Varley behaviours while providing clear direction and maintaining strong shop floor leadership. Develop team capability through onboarding, training, coaching, and regular feedback, building confidence across all levels. Provide clear daily direction, ensuring priorities are understood and tasks are executed efficiently. Foster a supportive and collaborative environment where open communication, feedback, and ideas are encouraged. Deliver team briefings and reinforce key messages through consistent daily engagement. Share team feedback and insights with store leadership to support continuous improvement. Commercial & Selling Leadership Drive sales performance and KPIs through strong selling leadership, team coaching, and client engagement. Develop the team’s selling behaviours, styling confidence, and product storytelling through ongoing coaching and support. Champion clienteling through CRM (Endear), enabling personalised service and long-term customer relationships. Identify opportunities to improve conversion, average transaction value, and customer retention. Maintain strong product knowledge, staying up to date on launches, seasonal collections, and market trends. Operations & Store Standards Take on key-holder responsibilities, including opening and closing the store. Lead the team during assigned shifts, ensuring smooth daily operations and a strong shop floor presence. Ensure store presentation, organisation, and operational standards consistently reflect Varley brand guidelines. Uphold company procedures, policies, and operational best practices across the team. Escalate operational risks or compliance issues to the Store Manager or Assistant Store Manager when necessary. Scope of Role & Decision Ownership The Service & Selling Manager supports the Store Manager and Assistant Store Manager in executing the store’s commercial and service strategy while leading the shop floor experience during assigned shifts. Lead the shop floor experience and service culture during assigned shifts. Support the delivery of store sales targets and KPIs through strong customer engagement. Maintain strong store standards and team alignment with brand expectations. Partner with central and store leadership teams to ensure initiatives are executed effectively. Leadership Accountability Champion Varley’s customer-first culture. Inspire strong selling behaviours and service excellence within the team. Support the development and confidence of Style Advisors and Senior Style Advisors. Contribute to a collaborative, motivated, and brand-aligned store environment. Key Skills & Experience / The Ideal Candidate A strong team player who leads with positivity, professionalism, and enthusiasm. Passionate about delivering exceptional customer experiences and building long-term relationships. Strong selling ability with confidence in styling and product storytelling. Excellent coaching and communication skills with the ability to support team development. Commercially aware and motivated to achieve sales targets and KPIs. Passion for fashion, lifestyle, and staying connected to current trends. Comfortable using retail technology including POS systems and CRM platforms. Flexible, agile, and resilient, able to adapt to changing retail priorities and business needs in a fast-paced environment. Minimum 2 years’ experience in a supervisory or service-led retail role. Experience in a key-holder position within a premium or omnichannel retail environment preferred. What Success Looks Like Consistently exceptional customer experiences delivered on the shop floor. Strong selling culture and team confidence in styling and service. Effective clienteling and CRM engagement that drives repeat business. A motivated and supported retail team. Commercial targets supported through service excellence. #J-18808-Ljbffr Varley