Retail Store and Customer Service Manager
Customer Experience | San Francisco, CA | Full Time | From $80,000 to $85,000 per year
The Caviar Co. is hiring a Retail Store and Customer Service Manager. This role will act as our head Caviar Concierge, overseeing all customer service operations and our retail store on Union Street and San Francisco.
Who we are
The Caviar Co. is a sister-founded and San Francisco-based purveyor of fine caviar and roe, for life’s everyday indulgence and luxurious occasions. Established in 2015 with a mission to provide unsurpassed caviar collections with quality, integrity, and sustainability, The Caviar Co. conducts business with absolute transparency, sources with great care for the planet, and provides artisanal products with undeniable reliability.
For more information, visit thecaviarco.com and check out our Instagram!
Role & Expectations
Include, but not limited to
Customer Service:
Act as the Head Caviar Concierge, extending white glove service to all clients and customers. Build and manage relationships and curate custom orders.
Manage, delegate, and respond to all customer inquiries in person, over the phone, and online using ZOHO Desk.
Lead projects related to refining, growing, and building efficiencies within our customer service program.
Partner with the Marketing Team as the “Voice of the Customer,” supporting the development and refinement of customer communication flows.
Partner with the Marketing Team to manage and grow our Caviar Club, overseeing all Caviar Club member correspondence and scheduling.
Communicate with the Tiburon Champagne Lounge Team to make and manage reservations, pick-ups, and other customer needs.
Retail Store:
Oversee, manage, and maintain the retail store, ensuring the store is always presentable and in accordance with The Caviar Co. brand standards.
Oversee and schedule all retail store shifts, weekend and seasonal retail associates, and interns.
Responsible for all retail and customer service team training and management.
Analyze sales and key performance indicators, and work with the Marketing team to increase in-store traffic and customer satisfaction.
Work with the fulfillment team to package, schedule, and track all retail orders.
Manage retail merchandise inventory and oversee all retail purchasing needs.
Promote a sense of community within the neighborhood, maintaining good relationships with local businesses and neighbors.
Office Management
Partner with other team members to plan and execute internal team celebrations, outings, and special events, including team building, appreciation, and birthdays.
Coordinate monthly cleaning service and lead the team on office organization strategy.
Manage and oversee all office purchasing needs
Role Requirements
Minimum 3 years of retail and/or customer service experience
Experience in the hospitality industry is preferred
Minimum of 1-2 years of direct management experience with at least 3 direct reports
Minimum of 1-2 years of experience with ZOHO (or similar CRM and Help Desk software) and Shopify+
Must be proficient in Google Suite, Microsoft Office, and QuickBooks Online
Sales-driven and results-oriented
Organized and hospitality-minded
Able to multitask and delegate tasks
Excellent written and verbal skills
Ability to work occasional weekends and evenings
When applying, please include a cover letter with a brief introduction and what excites you about this role!
Compensation and Benefits:
The salary range for this role is $80,000 - $85,000 DOE. The Caviar Co. offers all full-time salaried employees access to Medical, Dental, and Vision Benefits and a flexible PTO policy. A 401 (k) option with employer match is available after one year of employment.