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 ability to prioritize, oversee and delegate responsibilities.
• Knowledge of Microsoft Office programs and social media platforms; Facebook and Instagram.
• Ability and willingness to work evenings and weekends.
• Ability to maintain a professional appearance and demeanor.
• Physical ability to move throughout the store, lift and move up to 25 lbs., kneel and stand and work on feet most of the time.

What does it mean to be part of the True Crew?

• A Warm Welcome. The True Crew is the heart and soul of the True Society experience. They are passion-led and go above and beyond to support one another and to ensure every bride feels all the love the moment they walk through the doors.
• All the Dresses! You'll be surrounded by rack after rack of aisle-worthy styles from international, award-winning wedding dress designers, giving you the ability to help each bride find the dress of their dreams.
• Expert Training. Our robust onboarding and on-going training provides our team with everything they need to know about the gowns and how to serve brides. We invest in the success of each member of the True Crew.
• Exceptional Experience. We are focused on providing an exceptional experience to our brides, and we provide the same thoughtful experience to each of our team members. We provide a competitive salary, and ample opportunity for exceptional team members to grow with us as we continue to expand.

If you have the skills and drive to help us further our growth, please go to https://truesociety.com/careers/ and follow the prompts to submit a cover letter, resume, and online application.