Retail Team Manager Job Moko Home + Living 

Sales & Marketing Jobs. Moko Home + Living Jobs

The Retail Manager is responsible for driving showroom and pop-up sales performance, delivering an exceptional customer experience, and leading a high-performing retail team. The role owns the retail sales strategy, lead conversion process, team development, customer engagement initiatives, and day-to-day retail operations to ensure the achievement of revenue, customer satisfaction, and brand objectives. The Retail Manager will use data and customer insights to continuously improve retail performance while ensuring operational excellence across all retail touchpoints.

Key Responsibilities

1. Team Leadership & Performance Management

• Lead, coach, and develop the retail team to achieve sales and customer experience objectives.
• Conduct regular one-on-one coaching sessions with direct reports and provide ongoing feedback.
• Set clear performance expectations and monitor individual and team performance.
• Identify capability gaps and implement training and development plans.
• Conduct performance reviews and support talent development and succession planning initiatives.
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
• Lead weekly team meetings, performance reviews, and action-planning sessions.
• Support recruitment, onboarding, and retention of retail team members.

2. Sales Growth & Commercial Performance

• Own the sales performance of all showrooms, pop-ups, and retail activations.
• Develop and execute strategies to increase customer traffic, lead generation, sales conversion, and revenue growth.
• Monitor sales funnel performance and identify opportunities to improve conversion at every stage.
• Drive initiatives that increase average order value, repeat purchases, and customer lifetime value.
• Collaborate with Marketing and other departments to maximize campaign effectiveness and retail performance.
• Support the execution of promotions, product launches, and seasonal campaigns.

3. Customer Experience Excellence

• Ensure a consistently exceptional customer experience across all retail locations and customer touchpoints.
• Establish and maintain customer service standards and best practices.
• Monitor customer feedback and identify opportunities to improve customer satisfaction and loyalty.
• Work closely with Customer Care and Operations teams to resolve customer issues and improve service delivery.
• Conduct regular showroom visits and audits to ensure service and presentation standards are maintained.
• Champion customer-centric decision-making across the retail function.

4. Retail Operations & Resource Management

• Oversee the day-to-day operations of showrooms and pop-up locations.
• Develop staffing schedules and allocate resources to ensure adequate coverage and productivity.
• Coordinate staffing and operational requirements for retail activations and events.
• Ensure compliance with company policies, operational procedures, and retail standards.
• Monitor showroom presentation, merchandising, and product availability.
• Identify opportunities to improve operational efficiency and effectiveness.
• Support inventory management processes in collaboration with relevant teams.

5. Retail Marketing & Customer Engagement

• Partner with the Marketing team to develop and execute customer engagement initiatives.
• Lead the planning and execution of showroom events, pop-ups, exhibitions, and activations.
• Identify innovative ways to increase brand visibility, customer engagement, and showroom traffic.
• Manage activation budgets and coordinate vendors and service providers where required.
• Evaluate the effectiveness of retail marketing initiatives and recommend improvements.

6. Lead Management & Conversion Strategy

• Own and continuously improve the retail lead management and nurturing process.
• Ensure effective utilization of CRM systems and customer engagement tools.
• Develop and implement strategies to improve lead follow-up, engagement, and conversion.
• Train and coach retail team members on lead management best practices.
• Monitor pipeline performance and ensure consistent follow-up with prospective customers.
• Collaborate with relevant teams to optimize customer acquisition and retention strategies.

7. Data Analysis & Business Insights

• Analyze retail performance data to identify trends, opportunities, and risks.
• Monitor customer traffic, sales performance, lead generation, customer satisfaction, and team productivity metrics.
• Prepare weekly, monthly, and quarterly retail performance reports.
• Use data-driven insights to inform operational, staffing, marketing, and commercial decisions.
• Provide recommendations to improve retail performance and profitability.
• Support forecasting and business planning activities.

8. Continuous Improvement & Innovation

• Identify and implement improvements to retail processes, systems, and customer experiences.
• Contribute to the design and setup of new showrooms, pop-up locations, and retail concepts.
• Support the implementation of new technologies, systems, and ways of working.
• Lead change management initiatives within the retail team.
• Encourage innovation and continuous improvement across all retail activities.
• Stay informed on industry trends and emerging retail best practices.

Qualifications

• 4-6 years of experience in retail sales, customer experience, commercial operations, or a related field.
• At least 2 years of experience leading and developing customer-facing teams.
• Demonstrated success in achieving sales targets and improving team performance.
• Strong understanding of retail operations, customer journey management, and sales conversion strategies.
• Experience analyzing performance data and translating insights into action.
• Strong coaching, communication, and stakeholder management skills.
• Comfortable working in a fast-paced environment and balancing strategic priorities with operational execution.
• Highly organized, proactive, and able to manage multiple priorities simultaneously.
• Customer-centric mindset with a passion for delivering exceptional experiences.

How to Apply

Click here to apply