Service and Selling Manager

Location:

Brentwood Country Mart, California

Department:
Retail

Reporting to:
Store Manager / Assistant Store Manager

Role Overview

The Service & Selling Manager reports into the Store Manager and Assistant Store Manager and plays a key role in executing the store’s service, selling, and clienteling strategy on the shop floor.

The Service & Selling Manager (SSM) is a key leader within the store and a champion of the Varley customer experience. This role is responsible for elevating service standards, driving selling behaviours, and leading the team on the shop floor to deliver exceptional customer interactions and commercial performance.

Working closely with the Store Manager and Assistant Store Manager, the Service & Selling Manager leads the daily shop floor environment, ensuring the team consistently delivers Varley’s service ceremony while creating meaningful connections with customers.

The Service & Selling Manager plays a central role in driving sales performance, clienteling activity, and customer loyalty, while coaching the team to develop strong selling behaviours and product expertise. This role includes key-holder responsibilities and requires strong leadership presence, customer focus, and the ability to inspire the team through example.

Leadership Pillars of the Role

The Service & Selling Manager contributes to the success of the store through these core areas:

Customer & Brand Experience

• Act as a visible ambassador for Varley, leading by example in delivering the brand’s service ceremony and setting the standard for customer engagement.
• Build meaningful customer relationships through personalised service, proactive selling, and styling expertise to drive loyalty and long-term engagement.
• Support the team in delivering exceptional customer experiences on the shop floor.
• Resolve customer concerns promptly and professionally, ensuring positive outcomes and brand trust.
• Gather and share customer feedback to celebrate success and identify opportunities for improvement.
• Support the planning and execution of retail events and community initiatives that strengthen brand engagement.
• Lead by example, modelling Varley behaviours while providing clear direction and maintaining strong shop floor leadership.
• Develop team capability through onboarding, training, coaching, and regular feedback, building confidence across all levels.
• Provide clear daily direction, ensuring priorities are understood and tasks are executed efficiently.
• Foster a supportive and collaborative environment where open communication, feedback, and ideas are encouraged.
• Deliver team briefings and reinforce key messages through consistent daily engagement.
• Share team feedback and insights with store leadership to support continuous improvement.

Commercial & Selling Leadership

• Drive sales performance and KPIs through strong selling leadership, team coaching, and client engagement.
• Develop the team’s selling behaviours, styling confidence, and product storytelling through ongoing coaching and support.
• Champion clienteling through CRM (Endear), enabling personalised service and long-term customer relationships.
• Identify opportunities to improve conversion, average transaction value, and customer retention.
• Maintain strong product knowledge, staying up to date on launches, seasonal collections, and market trends.

Operations & Store Standards

• Take on key-holder responsibilities, including opening and closing the store.
• Lead the team during assigned shifts, ensuring smooth daily operations and a strong shop floor presence.
• Ensure store presentation, organisation, and operational standards consistently reflect Varley brand guidelines.
• Uphold company procedures, policies, and operational best practices across the team.
• Escalate operational risks or compliance issues to the Store Manager or Assistant Store Manager when necessary.

Scope of Role & Decision Ownership

• The Service & Selling Manager supports the Store Manager and Assistant Store Manager in executing the store’s commercial and service strategy while leading the shop floor experience during assigned shifts.
• Lead the shop floor experience and service culture during assigned shifts.
• Support the delivery of…