Customer Experience Manager

Overview: True Society is a collective of global bridal stores offering all brides the ultimate wedding dress shopping experience. With locations in the USA, Australia, and Europe, we help brides celebrate their own personal style that represents their true self. True Society stores exclusively offer internationally sought-after designer brands Essense of Australia, Stella York, All Who Wander, Martina Liana and Martine Liana Luxe. As Customer Experience Manager, you’ll work closely with the Store Manager to lead the day-to-day success of a high-end bridal boutique, ensuring an exceptional experience for every bride and their guests. This role combines hands-on leadership of the customer experience with oversight of store operations, inventory management, and team development. Through active floor leadership, coaching, and training, you’ll help drive sales performance, maintain operational excellence, and uphold the elevated standards that define True Society. You’ll also serve as the lead manager in the Store Manager’s absence. Responsibilities: What We Expect: Create a personalized, memorable experience for each customer and their bridal party through thoughtful details and special touches that distinguish True Society and enhance every aspect of the bridal gown selection journey. Co-lead the daily sales and operational management of fast-growing upscale retail bridal boutique; work with stylists to ensure store consistently achieves and maintains sales goals. Partner with the Store Manager on daily operations, including opening and closing, reconciliation, sales reporting, and KPI tracking. Oversee inventory management, receiving, and audits, while ensuring merchandising and store presentation meet True Society standards. Foster continued development of store and staff through ongoing recruitment, training and coaching. Manage, train and measure the success of the pre-appointment qualification process against conversions. Monitor and respond to all store reviews and provide feedback to store manager and/or coaching to staff as needed to address any issues. Manage and conduct follow up activities on customer inquiries (email, text, phone, website). First level management of customer complaints, reporting them with continuous improvement awareness in collaboration with the Store Manager. Manage the execution in store as directed by the Store Manager for; store marketing activities including bridal fairs and other promotions; manage all planning, role and project assignments, preparation of materials and gowns, set-up, onsite execution and tear down. Prepare store for in-store special events and trunk shows; ensure store is always maintained to the highest level of visual and brand standards. Qualifications: What We Are Looking For: Bachelor’s degree in Retail, Fashion or related degree preferred; equivalent relevant work experience will be considered in lieu of a degree. 3-5 years retail management experience. Previous bridal sales or other apparel industry-related management experience preferred, yet not essential. Exhibits teamwork, objectivity, and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit. Strong customer service approach with ability to build relationships with customers and solve problems quickly and efficiently. High level of emotional intelligence and organizational awareness to allow for effective individual and team leadership. Excellent written and verbal communication skills, both professional and friendly. Proven retail sales ability demonstrated by consistent attainment of sales goals in prior positions. Ability to lead and thrive in a challenging environment where multi-tasking and adaptability are a requirement. Proven leadership skills with the ability to quickly assimilate to the team and build rapport to motivate and coach the team for positive performance outcomes. Results-driven with strong attention to detail and a…

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