• Conduct monthly one-on-one meetings to support team development.

Position Overview

The Retail Manager at 100 Ways plays a key leadership role in ensuring an exceptional retail and customer service experience both in our Vancouver location and at our partner retail locations across the country. This individual will directly manage the Customer Service teams for both our selling and buying appointments, overseeing day-to-day operations, merchandising, training, and customer satisfaction.

The ideal candidate is hands-on, highly organized, and passionate about elevating the in-store and online customer experience through data-driven, thoughtful strategy and people-first leadership.

This role will include regular Saturday work and coverage when the Director of Operations is away. Some travel is required to maintain brand consistency and provide training across our retail partner network.

Key Responsibilities

Customer Service Oversight

• Oversee the retail and customer experience for 100 Ways Jewelry, to ensure the highest standard and consistency of service at all touch points including but not limited to digital communications, phone calls, in-showroom experiences and throughout appointments.
• Participate in hands-on customer service as needed, responding to escalated customer issues with professionalism and empathy, supporting both team members and customers toward positive outcomes.
• Establish and roll out standards for customer service response and improvements, both in-person and online.

People Management and Training

• Directly manage the 100 Ways customer service team, providing daily leadership, coaching, and performance support.
  
• Conduct monthly one-on-one meetings to support team development.
  
• Oversee hiring, onboarding, and training of new retail and Customer Service team members.
• Maintain a weekly schedule to ensure efficient coverage and alignment with customer needs.
• Training of cross function team members in customer service for a consistently high level of service at every interaction.

Merchandising Coordination

• Collaborate with the Director of Operations on the implementation of merchandising plans created in partnership with the marketing team both in-showroom and across partner retail locations.
• Ensure product presentation and displays align with brand standards and marketing initiatives.
• Coordinate inventory refill and advise on product selection for display, working closely with the inventory team to optimize visual impact and sales potential.
• Regularly review merchandising success metrics and adapt plans based on customer response and performance.
• Work closely with the Inventory team to ensure tracking and availability of products for merchandising and display.
• Collaboration with the Director of Operations in roll out and ongoing support for retail partner management.

Customer Experience and Retail Strategy

• Drive continuous improvement in how we serve customers in person and online through creative thinking and iterative updates to customer-facing processes and policies.
• Track and report on retail performance data and customer service KPIs, helping to inform strategic goals and department priorities.
• Set measurable, data informed goals for sales and service, communicating these effectively to the team.
• Work closely with the marketing and product teams to close the customer feedback loop and ensure seamless campaign rollouts in-store.

Buying & Selling Oversight

• Ensure staff are well-trained in both selling 100 Ways jewelry and conducting buying appointments.
• Provide oversight for all aspects of our retail buying process, including customer education, intake, and follow-through.
• Roll out clear processes and trainings for appointment-based visits, including coordination with staff at partner locations across the country.

Collaboration

• Work with department leads to ensure collaboration, consistent messaging, and alignment across teams.
• Participate in strategic planning and leadership discussions to support company-wide initiatives and workflow optimization.
• Work closely with the Marketing team on campaign launches, in-store activations, and promotional events.
• Coordinate with the Jewelry and Product team to manage repairs, resizings, and customer-specific product needs, working together to improve the efficiency and satisfaction of these processes.
• Collaborate with the Shipping & Fulfillment team to ensure alignment between retail sales and order processing.

Additional Workplace Responsibilities

• Ensure all products in your possession are accounted for, kept safe and handed off to the next department to eliminate any opportunities for loss of product or damage.
• Maintain a clean and organized work environment.
• Adhere to company culture, procedures, policies and safety regulation.
• Additional tasks and projects as needed, whether in the Live Product Department or the greater company.
• Potential to lead other projects, as required. Ex. Special training initiatives for staff