retail vacancies

Monocle has a unique opportunity for a customer relations and CRM manager to join our team in London. More than just the point of contact for our subscribers and web shoppers, you will be a brand ambassador for Monocle. You will drive a proactive cross-channel customer-retention and client-care strategy, which will exceed customer expectations in terms of experience and communication.

Key responsibilities:
– Cross-channel customer retention across all customer groups.
– Build, follow and implement Monocle’s CRM strategy, both online and offline.
– Develop and drive the global customer-retention scheme in line with available customer data and new CRM tools.
– Define and implement a scheme for the entire customer journey, from acquisition to retention.
– Deliver and lead proactive customer service over email and telephone.
– Actively work to limit customer complaints and ensure that customers are greeted with excellence according to best-practice norms.
– Identify key areas of improvement and define processes for a seamless experience.
– Recruit, train and develop customer-service staff, locally and globally.
– Assist customers with commercial queries, ensuring that commercial opportunity and sales remain a focal point.
– Cater to agency queries about subscriptions, ensuring that these follow a smooth process.

Requirements:
– Previous sales or customer-service experience in a premium environment.
– Excellent presentation skills.
– Excellent verbal and written communication skills.
– The ability to lead and motivate a team and achieve results through influence and problem-solving; you will understand the needs of premium customers.
– Flexible attitude and positive approach to change.
– Energetic, self-motivated and proactive.

If this sounds like you and you would like to take a lead role in Monocle’s expanding customer-care scheme, please send your CV and a covering letter outlining what you can bring to the team and how you think that excellent customer service and client-relationship management can drive business growth.

Contact

Martin Vigren
mv@monocle.com

Location

London

A little bit about us

Under the Winkorp roof reside Monocle and Winkreative. Monocle is the renowned global affairs and lifestyle magazine, 24-hour radio station, website, retailer and media brand. Winkreative is its sister branding agency. Both under one roof headquartered at iconic Midori House in Marylebone, London and a growing presence in Zürich, Switzerland.

Monocle has more than 30 correspondents all around the world, and operates shops in London, Toronto, Hong Kong, Tokyo, Zurich and LA in addition to a thriving e-commerce business. Our product is developed exclusively by Tyler Brule and our in-house buying team.

London, Tokyo, and Zurich are also home to Monocle cafés.

The creative team at Winkreative elaborates the finest branding strategies for some of the biggest names around the world.

Our global team is currently over 200 strong. Some full time and others free lancers, they come from and are based all around the globe and are all seen as an extension of the brand. They are vibrant, knowledgeable and eager to go the extra mile.

Monocle’s Retail division employs a world-wide team across shops in Tokyo, Hong Kong, Toronto, Los Angeles, Zurich and London and Online, with a global reach. Our selection is focused on a curated range of global luxury brands with many items being limited editions. We market those products in close collaboration with our editorial content to bring the selection to life online and in our shops.

What we are looking for
Entrepreneurial and dynamic, you will be seated in the core of the retail team, driving our global e-commerce and E2E business through your initiative and with a unique selection of product. You will understand luxury consumer behaviour and how to attune your message to different markets and needs.

This role is based in London – reporting to the Head of Retail.

What the role looks like day to day
The e-commerce and digital-campaign manager will take ownership of step-changing Monocle’s online sales. You will have a broad perspective and influence all E-Commerce aspects like customer experience, content management, global SEO, digital campaigns and fulfilment in collaboration with all departments involved: product development, web, creative, supply-chain, customer relations and CRM.

Key responsibilities:

Upgrade E-Comm Infrastructure
- Complete the platform overhaul according to defined stages and timings
- Drive design and store functionality
- Collaborate with the supply chain, merchandising and logistics manager to implement systems to assure the right stock is in the right place at the right time
- Work with the supply chain, merchandising and logistics manager to set standards for external shipments, including costs, timings, packaging and training of external staff.
- Liaise with the online team to ensure that functionality and necessary structural changes to newsletters or the platform are made.

Step-change Traffic
- Review internal marketing tools (newsletters, banners, CRM) and adapt communication to key markets
- Drive paid-search approach (SEO, Google AdWords)
- Manage cross-market budgets and targets for all PPC and shopping campaigns

Drive Conversion (across channels)
- Ensure that product is represented correctly via images, information and availability
- Drive promotional activities and exclusive product launches
- Work with the creative department to ensure timely delivery of photography and assets
- Assist the product developer to ensure inventory volume and selection is adapted to meet demand (minimize out of stocks and overstocks)
- Connect with global shop network to enhance commercial opportunity

Improve Customer Experience
- Partner with the customer relations and CRM manager in ensuring excellent key-client management and meeting consumers’ expectations throughout the customer journey

On-going Improvements
- Take responsibility for analysis and reporting back to wider departments
- Research market trends

Key requirements:
- Experience in luxury online sales and marketing
- Hands-on E-Commerce experience
- Commercial, opportunity-driven and start-up mindset
- Contribute to the culture of innovation and collaboration
- Must be resourceful, strategic and highly organised
- Excellent communication and analytical skills
- Fresh ideas and the drive to make them a reality
- International background and knowledge of Monocle

Contact

Martin Vigren
mv@monocle.com

Location

London

Monocle is the renowned global affairs and lifestyle magazine, 24-hour radio station, website, retailer and media brand. Monocle is headquartered at iconic Midori House in Marylebone, London and in Zürich, Switzerland.

Monocle has more than 30 correspondents all around the world, and operates a global network of shops in addition to a thriving e-commerce business.

Our global team is currently over 200 strong. Some full time and others freelancers, they come from and are based all around the globe and are all seen as an extension of the brand. They are vibrant, knowledgeable and eager to go the extra mile.

Monocle’s Retail division employs a world-wide team across shops in Tokyo, Hong Kong, Toronto, Los Angeles, Zurich and London and Online. Our selection is focused on a curated range of brand collaborations from Japan, the US, the UK, Switzerland, Italy and France with many items being limited editions. We market those products in close collaboration with our editorial content to bring the selection to life online and in our shops.

What we are looking for
Entrepreneurial and dynamic, you will manage our retail operations in Tokyo. You will understand luxury consumer behaviour and know how to attune a message to local and international customers.

What the role looks like day to day
The Retail Manager will take ownership of step-changing Monocle’s operations in Japan across a series of functions – sales, product scouting and co-ordination, and training a team. More than just a point of contact for our customers and subscribers, you will be a brand ambassador for Monocle. You will have a broad perspective and define customer experience in our Tokyo shop in collaboration with all Midori House retail functions.

This role is based in Tokyo – reporting to the Head of Retail, based in London.

Key responsibilities:

Operations:
– Managing employees and overall operational efficiency of the shop and expanding sales productivity
– Interviewing and hiring new staff
– Training employees on sales, product, inventory, reporting, customer service
– Ensuring staff is on its best behaviour, appropriately representing the company, and maintaining a positive attitude
– Scheduling rota strategically
– Maintaining the shop in optimum state ensuring it is clean and meticulously merchandised
– Reaching out to existing customers and creating new sales opportunities
– Communicating with staff, customers, other stores, and other departments in person, over the phone, and by email
– Maintaining inventory and ordering new stock when necessary
– Reporting on the shop’s and product productivity
– Making sure the site is meeting financial targets
– Inspiring the retail team with a positive attitude and enthusiasm
– Having sufficient product knowledge and customer service skills to help all customers with their questions
– Maintain all POSM replenished and fresh

Upgrade Customer Experience
– Identify key areas of improvement and create a seamless experience
– Drive a local customer-retention scheme in line with available CRM tools and customer data
– Maintain and promote a high level of service at all times
– Deliver consistently excellent customer service
– Manage local conversations pre, during, and post the customer lifetime cycle

Commercial activity
– Identify key areas of improving information in communications to the local market
– Adapt an omni-channel approach and assist customers with buying subscriptions or products from our web shop, when needed
– Organise monthly promotional events linked to new product and editorial content
– Actively work to increase local subscriber base via promotions, events and partnerships

Product development
– Scout, source and coordinate fresh local product with the Chairman and the Product Development Manager

Key requirements:
– Previous sales or customer-service and CRM experience in a premium environment
– An undergraduate degree in hospitality is desirable but not essential
– Excellent presentation skills
– Excellent understanding of the luxury market
– Excellent verbal and written communication skills
– Ability to lead and motivate a team and achieve results through influence and problem-solving; you will understand the needs of premium customers
– Flexible attitude and positive approach to change
– Energetic, self-starter and proactive
– Fluent in Japanese, Excellent English skills and Korean is a plus

Contact

Martin Vigren
mv@monocle.com

Location

Tokyo

We are looking for part-time and full-time sales associates for our expanding network of retail shops in Hong Kong. The Monocle Shop stocks a mix of exclusive collaborations, archive of the magazine and a collection of products from our favourite companies and craftsmen around the world.

Successful candidates will have a keen interest in world affairs, business and design, and act as an ambassador for our brand. Experience of premium retail sales, a friendly manner and a passion for delivering excellent service are all essential traits. Proficiency in oral and written English is essential and knowledge of Cantonese or Mandarin would be an advantage.

Contact

Linda Quach
lq@monocle.com

Location

Hong Kong

We are looking for a part-time sales associate for The Monocle Shop located in the charming surroundings of the Little Italy district. The shop stocks a mix of exclusive Monocle collaborations, copies of the magazine (both the latest edition and back issues) and a collection of products from our favourite companies and craftsmen around the world.

Successful candidates will have a keen interest in world affairs, business and design, and act as an ambassador for our brand. Experience of premium retail sales, a friendly manner and a passion for delivering excellent service are all essential traits. Proficiency in oral and written English is essential and knowledge of an additional language would be an advantage.

Contact

Kalvin Coria
kc@monocle.com

Location

Toronto

We are looking for a part-time sales associate for The Monocle Shop on George Street in London's Marylebone. The shop stocks a mix of exclusive Monocle collaborations, copies of the magazine (both the latest edition and back issues) and a collection of products from our favourite companies and craftsmen around the world.

Successful candidates will have a keen interest in world affairs, business and design, and act as an ambassador for our brand. Experience of premium retail sales, a friendly manner and a passion for delivering excellent service are all essential traits. Proficiency in oral and written English is essential and knowledge of an additional language would be an advantage.

Contact

Martin Vigren
mv@monocle.com

Location

London

We are looking for a part-time sales associate for The Monocle Shop in Tomigaya, Shibuya. The shop stocks a mix of exclusive Monocle collaborations, copies of the magazine (both the latest edition and back issues) and a collection of products from our favourite companies and craftsmen around the world.

Successful candidates will have a keen interest in world affairs, business and design, and act as an ambassador for our brand. Experience of premium retail sales, a friendly manner and a passion for delivering excellent service are all essential traits. Proficiency in oral and written English and Japanese is essential.

Contact

Cindy Chan
cch@monocle.com

Location

Tokyo

We are looking for a part-time sales associate for The Monocle Shop on Zürich's Dufourstrasse. The shop stocks a mix of exclusive Monocle collaborations, copies of the magazine (both the latest edition and back issues) and a collection of products from our favourite companies and craftsmen around the world.

Successful candidates will have a keen interest in world affairs, business and design, and act as an ambassador for our brand. Experience of premium retail sales, a friendly manner and a passion for delivering excellent service are all essential traits.

Proficiency in oral and written German and English is essential and knowledge of an additional language would be an advantage. Applicants need to have the right to work and live in Switzerland.

Contact

Martin Vigren
mv@monocle.com

Location

Zürich

We are looking for a part-time sales associate for The Monocle Shop, opening in Culver City, Los Angeles in October 2018. The shop will stock a mix of exclusive Monocle collaborations, copies of the magazine (both the latest edition and back issues) and a collection of products from our favourite companies and craftsmen around the world.

Successful candidates will have a keen interest in world affairs, business and design, and act as an ambassador for our brand. Experience of premium retail sales, a friendly manner and a passion for delivering excellent service are all essential traits. Proficiency in oral and written English is essential and knowledge of an additional language would be an advantage.

Applicants need to have the right to work and live in the US. Ability to work a flexible schedule that meets the business needs, including evenings and weekends also required.

Contact

Sam Jones
swj@monocle.com

Location

Los Angeles

Monocle’s global network of shops is growing and we are looking for professional, enthusiastic and organised junior members of the team who have a flair for customer experience and enjoy a dynamic fast-paced environment. Candidates will report directly to the head of retail but will divide their time between product development, e-commerce and retail operations.

Responsibilities include, but are not limited to:

– Assisting the product-development co-ordinator on sell-through numbers and production cycle
– Co-ordinating requests between shop managers and the various functions in Midori House
– Co-ordinating CRM initiatives online and in shops, maintaining the database of top clients
– Order fulfilment during peak times
– Working with the e-commerce department and reporting on weekly top sellers
– Covering occasional shifts in our George Street shop
– Monitoring third-party shop performance
– Monitoring stock holding and updating numbers online

The ideal candidates will have the following skills/experience:

Essential

– Strong desire to learn
– Well organised and detail-oriented with a passion for perfection
– Good written and verbal communication skills
– Sound knowledge of Monocle and the luxury-retail environment
– Ability to use one’s initiative and work well in a team
– Immaculate presentation

Desirable

– Fashion retail experience
– Experience of using Adobe Photoshop and Microsoft Excel
– To apply, email your CV and cover letter, detailing why you’d like to join our team, to the address listed.

Candidates must be eligible to work in the UK.

Start date: Jan 2019
Job type: Full time
Duration: Three-month and six-month internships available

Contact

Martin Vigren
mv@monocle.com

Location

London

Monocle has an opportunity for a customer relations and CRM co-ordinator to join its team, reporting to the customer relations and CRM manager. More than just a point of contact for our subscribers and web shoppers, you will be a brand ambassador for Monocle, exceeding customer expectations in terms of communication, responsiveness and a proactive approach.

Key responsibilities:
- Deliver consistently excellent customer service across email and telephone.
- Make sure all customer issues are resolved in a timely manner.
- Identify key areas of improvement and create a seamless experience.
- Commercial activity: assist customers with buying subscriptions or products from our web shop, provide product information and promptly communicate regarding orders.
- Work to resolve issues raised by customers with regard to orders or returns.
- Drive a global customer-retention scheme in line with available CRM tools and customer data.
- Assist the finance department with customers’ security checks.
- Maintain and promote a high level of service awareness at all times.
- Support e-commerce clients and provide post-purchase follow-up.

Requirements:
- Previous sales or customer-service experience in a premium environment.
- An undergraduate degree in hospitality is desirable but not essential.
- Excellent presentation skills.
- Excellent verbal and written communication skills.
- Ability to lead and motivate a team and achieve results through influence and problem-solving; you will understand the needs of premium customers.
- Flexible attitude and positive approach to change.
- Energetic, self-motivated and proactive.

If this sounds like you and you would like to make a difference in Monocle’s expanding customer-care scheme, please send your CV and a covering letter outlining what you can bring to the team and how you think that excellent customer service can drive business growth.

Contact

Martin Vigren
mv@monocle.com

Location

London

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