Selling and Service Manager

Service & Selling Manager - VarleyLocation: Fashion Island - Newport BeachDepartment: RetailReporting to: Store Manager / Assistant Store ManagerRole OverviewThe 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 RoleThe Service & Selling Manager contributes to the success of the store through these core areas:Customer & Brand ExperienceAct as a visible ambassador for Varley, consistently delivering and championing the brand's service ceremony.Lead by example on the shop floor, setting the standard for customer engagement and personalised service.Build meaningful relationships with both new and existing customers to foster loyalty and long-term engagement.Support the team in delivering exceptional customer experiences through proactive selling and styling expertise.Resolve customer concerns promptly and professionally, ensuring positive outcomes and brand trust.Gather and share customer feedback with the store leadership team to celebrate successes and identify opportunities for improvement.Support the planning and execution of retail events and community initiatives that strengthen brand engagement.People Leadership Lead by example, modelling Varley behaviours, service expectations, and professional standards.Support the onboarding and training of new team members on service standards, product knowledge, and selling behaviours to build confidence and capability across the team.Support the development of Senior Style Advisors and Style Advisors through coaching, guidance, and regular feedback.Provide clear daily direction on the shop floor, ensuring tasks are completed efficiently and store priorities are understood.Promote a safe and supportive team environment where feedback, ideas, and open communication are encouraged and valued.Support the delivery of team briefings and reinforce key messages through strong shop floor leadership and daily team engagement.Share team feedback and insights with store leadership to support continuous improvement.Commercial & Selling Leadership Support the delivery of store sales targets and KPIs through strong selling leadership, customer engagement, and coaching of the team on the shop floor.Coach the team in strong selling behaviours, styling confidence, and customer engagement techniques.Champion clienteling activity through the CRM platform Endear, supporting the team in building meaningful customer relationships and personalised service experiences.Identify opportunities to increase conversion, average transaction value, and customer retention.Maintain strong product knowledge and stay informed on new launches, seasonal collections, and market trends.Operations & Store Standards Share key-holder responsibilities including opening and closing the store.Lead the team during assigned shifts, ensuring smooth daily operations and strong shop floor presence.Ensure store presentation and operational standards reflect Varley brand guidelines.Maintain strong shop floor and back-of-house organisation to support operational efficiency.Ensure team adherence to company procedures, policies, and operational best practices.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 store sales targets and KPIs through strong customer engagement.Maintain strong store standards and team alignment with brand expectations.Partner with central and store leadership teams to ensure initiatives are executed effectively.Leadership Accountability Champion Varley's customer-first culture.Inspire strong selling behaviours and service excellence within the team.Support the development and confidence of Style Advisors and Senior Style Advisors.Contribute to a collaborative, motivated, and brand-aligned store environment.Key Skills & Experience / The Ideal Candidate A strong team player who leads with positivity, professionalism, and enthusiasm.Passionate about delivering exceptional customer experiences and building long-term relationships.Strong selling ability with confidence in styling and product storytelling.Excellent coaching and communication skills with the ability to support team development.Commercially aware and motivated to achieve sales targets and KPIs.Passion for fashion, lifestyle, and staying connected to current trends.Comfortable using retail technology including POS systems and CRM platforms.Flexible, agile, and resilient, able to adapt to changing retail priorities and business needs in a fast-paced environment.Minimum 2 years' experience in a supervisory or service-led retail role.Experience in a key-holder position within a premium or omnichannel retail environment preferred.What Success Looks Like Consistently exceptional customer experiences delivered on the shop floor.Strong selling culture and team confidence in styling and service.Effective clienteling and CRM engagement that drives repeat business.A motivated and supported retail team.Commercial targets supported through service excellence.Benefits Employee discount of 50%Friends & Family discount of 20%Uniform allowance25 days holidayEnhanced maternity and parental leave after two yearsOur People We think of ourselves as an international family-run business that embodies our founders' commitment to creating timeless collections for the modern woman. What started as a company of two has grown into a close-knit team of thinkers, creators, and innovators, taking care of our clothes, each other, and our community.We are guided by two core beliefs: the pursuit of quality in everything we do and looking after one another. Everything else should take care of itself.

Created: 2026-05-09