Boutique Experience Manager | Nedlands WA

Boutique Experience & VM Manager  
Nedlands  WA
Full Time


Coco & Lola is a progressive multi-brand womenswear fashion retailer representing a premium curation of Australian brands. Proudly celebrating 15 years, Coco & Lola is leading the way in creating unique and immersive retail spaces that provide exceptional service and a standout omnichannel experience to our customers Australia-wide. 

Based in Nedlands WA, we are seeking a passionate Boutique Experience and VM Manager to lead , nurture and inspire  the customer journey through incredible customer experience and visual representation of the store. 

The successful candidate will have previous experience in a similar role and will be responsible for creating an unforgettable and an all encompassing boutique experience for our Customers that celebrates the Coco & Lola brand, our value, products and our customer. 

As the Boutique Experience and VM Manager, you will have an in-depth understanding of  premium boutique customer service,  be a genuine and  inspiring team leader,  lead by example, have a customer centric mindset and most importantly  be dedicated to creating memorable and long lasting customer relationships and unique tailored shopping experiences. 

About the Role 

Working in an inspiring environment you will be responsible for managing and upholding the Coco & Lola company core values along with setting and delivering a premium level of customer service and store presentation.  You will be a natural leader, committed to inspiring,  motivating and up-skilling your team by identifying opportunities within the customer journey, structure and presentation of the Boutique. 

As the Boutique Experience and VM Manager you will be a brand ambassador for Coco & Lola in every facet. You set the tone and customer exeperince expectations for the team and boutique floor each day. 

In a hands-on role,  you will lead and execute our Customer Experience and have the natural ability to think strategically to identify missed opportunities and respond intuitively to each  customer's needs and develop this within your team. 

You will lead and inspire your team to develop authentic and genuine customer relationships, drive strong sales results and deliver a store with an exceptional level of customer service.  

Providing a memorable and seamless omni-channel customer experience and service is of high priority for Coco & Lola.


Responsibilities:

  • Deliver exceptional customer experience, driving profitable outcomes, and representing company values.

  • Lead, train and develop our team of Coco & Lola Stylists to provide exceptional, authentic and genuine customer service that is inline with our core values.

  •  Be accountable for the team’s comprehensive understanding of brand, product knowledge, store presentation and customer experience and service standards.

  • Lead and execute the store Visual merchandising and window strategy weekly which will set the tone and enhance the customer experience and journey through the boutique. 

  • Execute the Retail KPIs, leading and managing the Customer Experience objectives,  goals and outcomes. 

  • Build and maintain the VIP client base and assist with developing and executing company strategies to engage, build and grow our loyal customer base within the boutique. 

  • Collaboratively work with your team to drive strong sales, customer experience results and conversions. 

  • Inspire, motivate and up-skill your team by identifying opportunities within your boutique to enhance the customer journey. 

  • Strong decision making skills and initiative to actively increase sales, brand awareness and retention when on the boutique  floor.

  • Prepare any online orders for same day shipping or uber deliveries 

  • Take pride in maintaining an in-depth knowledge of the products, brands and industry trends while using this skill to present the product in the store in an appealing and inspirational way. 

  • Ensure all areas of the boutique's customer journey and visual presentation are held to the highest standard.  

  • Mentor, lead and inspire your team to achieve the company's KPI’s and Customer Experience goals and outcomes. 

  • Ensure store presentation and visual merchandising standards are always at a high. 

  • Exceptional communication skills  and impeccable attention to detail. 

  • Stocktake, accept stock in and barcode when new stock arrives. 

  • Plan and execute store VM flips to suit the New Arrivals throughout the Nedlands boutique. 

  • Update windows and store mannequins weekly with the customer and product in mind.


To apply, please email your CV and cover letter to careers@cocoandlola.com.au