Retail Business Manager

Location: Paddington, Sydney Australia

Full Time


Role Intention


The Retail Business Manager demonstrates strategic and operational leadership and coaches, develops and supports the retail team to achieve exceptional client, sales, brand and boutique performance. The Retail Business Manager is a key leader in the By Charlotte business and upholds the brand spirit and culture in all aspects of the role.


This is a store-based role and will work in the Paddington Boutique on a Tuesday – Saturday roster. The successful candidate will have the opportunity to discuss transitioning into a Monday – Friday roster after the probationary period has passed.

The role has been created to function as a key strategic leader in the current growth phase of the brand. The key purpose of this role is to work closely alongside the General Manager to develop a blueprint for the brand’s future retail expansion. The role will take on a true omni-channel function and will work with all support office departments to deliver a successful retail strategy that intersects with the critical path of the business.


Qualifications and Experience


  • Previous experience leading a team in an omni-channel sales environment driving strategic and operational initiatives
  • Positive track record strengthening retail team capabilities, creating progression pathways, and supporting cross functional opportunities within the business
  • This is an elevated retail leadership role and will suit a candidate who has a strong and successful leadership history in luxury or high-volume retail businesses
  • The successful candidate will have a proven track record in stakeholder management and in delivering strategic innovation that matters
  • A strong understanding of customer relationship development, boutique service models and consultative selling techniques is required to be successful in this role


Tasks & Responsibilities


  • Develop best practice processes across all facets of the Boutique functions to create a ‘blueprint’ for the brand’s future retail expansion
  • Nourish team development to deliver excellence in sales, customer experience, operations and VIP client management
  • Develop and execute the end-to-end retail strategy alongside the GM and the Operations Coordinator
  • Prioritise omni-channel service and in-store operational excellence across all components of the retail strategy development phases
  • Ensure the retail strategy focuses on key components inclusive of brand footprint, CRM planning, retail activations, team training, operational strategy and boutique growth plans
  • Assist in the development and execution of Retail adjacent initiatives within the Paddington Boutique and work to create best practice in overseeing this new service offering in-store
  • Effectively map out time within the working week to undertake key administrative functions such as rostering, strategy and retail focused meetings with the support office, KPI reviews and the scheduling and planning of team training and development
  • Develop and deliver experience-led initiatives that nourish a high-performance VIP client program
  • Work across the suite of technology to manage time, productivity and communications with the wider business. This includes high level knowledge of software programs such as Shopify, Excel, ERP, Klaviyo, Teams, Zendesk and
  • Guarantee an exceptional level of service, always leading by example in communication and customer engagement
  • Implement targeted sales strategies to ensure growth outcomes and set targets are achieved within the Boutique
  • Be present on the shop floor and promote a customer-first sales culture, always prioritising the customer experience over tasking
  • Effectively manage and optimise own and team workflow to ensure operations and tasks are always completed outside of peak and priority trading periods


Perks You'll Love


  • Collaborative environment
  • Inclusive, supportive, and creative work culture
  • Health, wellness, and development mindset
  • Generous Staff discount
  • Learning and up-skill opportunities
  • Career progression
  • Regular team social events


To apply please email your cover letter and CV to