Retail Duty Manager

Manage and motivate the REA team to ensure a focus on customer service and selling to achieve targets

Lead by example, ensuring the Values of Japan House London are embedded and upheld within REA team

Stay up to date about product lines and ensure REA team members undertake product training.

Stay up to date with and ensure REA team promotes all Japan House London facilities, exhibitions and events

Lead in driving sales and providing feedback to REA team to improve productivity, customer service

Maintain a Japanese aesthetic and refined shopping environment, ensuring excellent execution and maintenance

of retail displays across The Shop and assist with setting up visual displays in Shop, booths and windows.

Shop and Online Shop Operations

Carry out daily operational checklists to ensure efficient and safely operation of retail environment and team

Ensure products are replenished and well-presented across retail space

Plan and provide a daily schedule to ensure appropriate staffing levels throughout the day.

Provide the REA team with a morning briefing and handover briefing at the beginning and end of both shifts

Handle on-site and online customer inquiries, complaints, refunds, and exchanges.

Support the operational implementation of any Shop promotions or experiences on the Shop floor.

Liaise with the cleaning and maintenance teams to ensure all retail areas are pristinely presented at all times

Over 3 years’ experience in retail management (in high-end retail) including team management experience

Bachelor’s degree or equivalent

Experience of working in a managerial or duty manager role in a high-end retail sales focussed brand setting

Experience in and ability to lead and motivate a FOH team

Excellent interpersonal skills and lead by example to ensure a welcoming customer experience

Know how to resolve incidents and resolve customer complaints to a satisfactory outcome

A sensitivity to and understanding of Japan and Japanese cultures

Proficiency in using EPOS and other retail related systems

Good level of proficiency of all MS Office suite systems

Exceptional attention to detail and focus

Effective collaborator, able to work with colleagues across the organisation

Ability to create a climate where professional learning and personal growth are actively encouraged and valued

Excellent written and spoken English, proficient to high business language standard

Exceptional standard of customer service through well-established and effective communication skills

Ability to multi-task and prioritize work, whilst paying attention to detail

Strong organizational, planning, and problem-solving skills and excellent time management skills.