At Kotn, we’re reimagining the way our everyday items are made and purchased, beginning with your wardrobe, setting a new standard for social impact and traceability. Founded in February 2015, Kotn has been featured in over 80 publications such as New York Times, GQ, Vogue, Elle, and The Wall St. Journal. Kotn was founded in Toronto by three best friends, who were fed up with compromising on quality, design, sustainability, brand experience, and price.
What You’ll Be Working On:
Customer Experience & Service
- Customer-facing every day: provide best-in-class customer experience to all customers; fielding questions and providing upbeat, customized experience
- Work with the Team Lead to build and maintain relationships with customers, neighbours, and our communities through building clientele and hosting brand propelling events/activations
- Support and promote all streams of service provided by Kotn including but not limited to wholesale opportunities and omni-services from a retail level
- Process cash operations with efficiency and accuracy by capturing customer opt-in to leverage for future marketing opportunities and to finalize the in-store experience loop
- Resolve CEOs in a timely manner by going above and beyond to ensure a consistently great experience and a satisfactory resolution to all customer interactions
Team Management
- Source strong candidates that align with Kotn’s values and ethos and execute hiring, onboarding and training of new employees
- Support the learning and growth of team by providing feedback and coaching in order to consistently evaluate successes and opportunities and maintain strong team morale
- Create a culture of accountability: set standards and implement best practices for the team as to strengthen efficiency, accuracy, and execution within all retail pillars
- Communicate and collaborate with direct manager on identifying successes and rectifying opportunities within all retail pillars; demonstrating a commitment to continuous innovation
Operations
- Meet store sales targets and support profitability through cost and budget monitoring, strategic objective setting, and upholding customer experience standards
- Perform managerial and administrative duties, including closing, opening, scheduling, time cards, expense tracking, and sales reporting
- Work alongside Team Lead to lead inventory management by implementing BOH standards, efficiently processing shipment (24 to floor), performing cycle counts, and optimizing stock room set-up and organization
- Take initiative with ideating new processes to streamline operations and maximize efficiency in order to provide a better omni-channel customer experience
Visual Merchandising
- Validate completion of window display installs and takedowns in alignment with corporate Campaign Direction
- Hold Team Lead accountable for merchandise presentation and maintenance to represent brand vision and maximize revenue in accordance to visual guidelines
- Maintain physical store cleanliness and organization to provide a safe and comfortable shopping environment
- Consistently validate product performance including successes and opportunities for style placement in order to promote strong sell-through
- Monitor product levels and make product requests and recommendations as required to ensure the right product, is in the right place, at the right quantity
What You’ll Bring:
Integrity
Be the face of the brand: maintain authenticity, live and communicate the Kotn values and ethos
Communication
Demonstrate awareness by adjusting language and terminology, both written and verbally, for the intended audience to clearly convey ideas and address opportunities
Adaptability
Identify areas for improvement and optimistically acclimate to environments of change whether through the process, industry or organizationally
Collaboration
Foster an environment that supports transparency and cooperation among others with the ability to demonstrate success in getting team members to learn and work together effectively
Additional Requirements:
- 2+ years experience in a similar management role at a mid-volume, customer-centric retail environment leading a team & holding team members accountable
- Exceptional communicator, both verbally and written
- Ability to take ownership and accountability
- Availability to work weekends
- Must have knowledge of Microsoft Excel and Google Suite
