Job Title – Store Manager

Division – RETAIL

Location – Atlanta, Georgia

Role – Store Manager

Report to – Regional Outlet Manager

Responsibility Level – Manager

Travel Required – 0%

Organizational Responsibilities – Average – High

People Management – Yes

Activities Managed – Sales

Responsibilities for Costs and Results – Yes

About Us:

ETRO is a fashion house that has defined Italian style around the world since 1968. From research into textiles and attention to detail, ETRO creates luxury clothing and accessories for men and women, where passion for travel and sartorial tradition are the key concepts of every collection.

SCOPE

The Store Manager leads all facets of the business to achieve objectives, in order to meet and exceed all sales and KPI’s goals. They are responsible for promoting brand engagement, while demonstrating an extraordinary client experience to guarantee the quantitative and qualitative goals assigned to bring the store to its full potential. They will perform with a high level of integrity in operations, loss prevention compliance, human resource management and visual merchandising. The Store Manager is an inspiring leader with a strong background in relationship building skills for both internal and external clients.

Requirements

RESPONSIBILITY

Maximizing Store Profitability

• Drive and maximize sales performance with the willingness to exceed targets and objectives set by the Company
• Demonstrate sales leadership through sales floor presence, client engagement, and ensuring the highest level of customer service is provided
• Analyze selling and profitability of the store and take actions when required in order to obtain the highest success of the store
• Deliver reports to management when required, communicate company KPI’s and identify strategies to ensure performance standards are met. Ensure all necessary daily, weekly, monthly reporting is submitted (i.e. store performance recap, current business trends, client events)
• Develop and implement business action plans in collaboration with the VP of Retail and Management

Customer Experience and Clienteling

• Ensure the highest levels of customer service to support the growth of sales and develop customer loyalty according to ETRO selling ceremony
• Lead the team to consistently establish relationships and propose local events through networking, and support product launches, presell events, and trunk shows
• Resolve all customer problems and complaints in a quick and effective manner
• Develop and manage a client strategy to retain and develop high potential clients
• Establish market presence through community outreach and promote brand awareness
• Ensure CRM initiatives are met through actions plans for the store and individual team members

Manage HR aspects:

• Recruiting, training, coaching, counselling, appraising and disciplining the store team
• Develop and motivate the store team in order to meet sales targets and follow the customer service standards
• Collaborate with the VP of Retail to identify and create action plans and build development plans for all employees
• Conducting daily briefings with the store team
• Conduct annual appraisals and regular performance reviews for store team members

Stock and Visual Merchandising

• Enforcing and ensuring all policies and procedures are complied with attention to loss prevention
• Manage stock levels and make key decisions about stock control following Company’s procedures
• Maintain all visual merchandising guidelines and directives
• Ensure that presentation and visual standards are respected according to the corporate Visual
• Merchandising directives and strategy

Operational functions:

• Organize Events and outreach in line with corporate directives and when required from the Company
• Work closely with corporate teams
• Maintain awareness of market trends by monitoring local competitors and trends, innovations and technology developments within the industry

Organizational interfaces

Retail, Operations, CRM, Logistics

Knowledge & Skills

Education / Experience

• Undergraduate Degree or equivalent experience
• 4+ years of Store Management experience (Luxury Industry Preferred)

Specific Skills

• Proficient in Microsoft Office Suite (Proficiency in Microsoft Excel and Outlook)
• A strong communicator with proven ability to interact regularly with internal and external individuals.
• Proven ability to drive results
• Excellent organizational, managerial and entrepreneurial skills
• Commercial awareness and strong business acumen
• Talent for managing, coaching and developing a team.
• Strong communication skills
• Entrepreneurial spirit with the ability to drive results; adaptable, problem solver and strategic
• Well connected with a strong ability to engage, true brand ambassador
• Passionate for Retail Sales with elevated clienteling skills
• Strong aspiration for team development and performance management

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. It is Company’s policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact HRUSA@Etro.com.

Client Advisor

The Client Advisor at ETRO represents the Company towards the customer and is responsible for contributing to the Store’s sales performance. He/she is a sales professional in the luxury goods sector and applies this professionalism in promoting the corporate image, in being an authority on the ETRO product as well as in customer satisfaction and loyalty. Moreover, he/she collaborates in achieving the quantitative and qualitative objectives for the Store.

Responsibilities

Reach and surpass monthly sales goals as determined by Management

 Demonstrate, recommend and style the products available; promote personal shopping and advise on styling options

 Ensure customer loyalty by collecting customer information and entering it into the database, thus building an extremely valuable clientele base that consists of high profile, international, professional and consistent customers.

 Follow-up with clients through telephone calls, letters, cards and special announcements

 Maintain a client Book including sales records, records of all client preferences, colors, sizes and styles as well as records of clients’ life events (birthdates, etc.)

 Handle and rectify complaints, with support of a manager, if necessary

 Participate in department meetings, store meetings and all product presentations held in the store

 Ensure proper management of assigned products and back stock for which he/ she is responsible

 Participate in the inventory process  Collaborate with other colleagues to achieve business objectives

 Communicate any pertinent information gathered from customers to Management

 Constantly keep up to date regarding fashion trends; know and monitor the competition

 Regular attendance and punctuality  Ability to professionally interact with management, co-workers and clients

 Strong organizational skills, multi-tasking and prioritizing capabilities

 Flexibility in schedule and working hours

Qualifications

 Proficient in Microsoft Office Suite, with strong Excel and Outlook skills

 Ability to react quickly within a fast-paced environment

 Strong communicator with proven ability to interact on a professional level with internal and external individuals

 Ability to build positive, inclusive, and respectful relationships

 Self-motivated, proactive thinker who takes ownership & accountability for actions and outcomes

 Proven ability to drive results  Excellent organization skills

 Understanding of sales analytics and key performance indicators  Wide client network and proven sales record

CRM Manager

ETRO is a fashion house that has defined Italian style around the world since 1968. From research into textiles and attention to detail, ETRO creates luxury clothing and accessories for men and women, where passion for travel and sartorial tradition are the key concepts of every collection.

Division: Retail

Role: CRM Manager

Report: Regional Director of Retail – Americas

Responsibility Level: Non-Managerial

Travel required: 30%

Organizational Responsibilities: High

People Management: In-directly

Activities Managed: Clientele

Responsibilities for Costs and Results: Yes

SCOPE

The Client Relations Manager will support the execution of the client experience strategy and identify opportunities for driving client development within the US Market. This position will work in partnership with boutique management to support the execution of individualized client experience to ensure seamless and memorable experiences while increasing brand loyalty. This person will aid in the rollout of all CRM initiatives for Online Retail and analyse their impact on the business as well as supporting ETRO through strategic positioning and tactical execution of branded experience & customer journey. This role requires a combination of analytical, creative, and technical skills to create and implement strategies that effectively engage and retain the ETRO client base.

RESPONSIBILITY

General

• Assist in driving positive outcomes through execution of objectives and monitoring progress & results successfully.
• Responsible for weekly, monthly, and quarterly CRM reporting’s
• Provide general departmental support and assist with day-to-day departmental needs
• Identify areas of opportunities to increase client engagement & brand loyalty
• Provide Sales Force Assistance
• Compile well-articulated performance metrics

Clienteling

• Support Boutique with Clienteling app training and use of the app
• Provide analysis on boutiques sleeping clients and how to reactivate, while tracking results.
• Partner with retail management to coordinate strategic clienteling activities to support online and offline business development such as in-store events, collaborations, and co-branded events to increase engagement
• Demonstrate flexibility and adaptability to support the needs of the business

Applications, systems & tools

• Oversee the CRM database, ensuring data is up to date
• Partner with HQ to improve data and reporting tools, while ensuring boutiques are compliant
• Partner with CRM Manager to ensure accurate, timely, and consistent delivery of campaigns
• Track and measure the success of content initiatives using analytics programs and provide data-driven recommendations to optimize content efforts.
• Track retail sales monthly and overall product performance to anticipate and plan future CRM initiatives

Marketing Automation

• Create analytics to develop and launch suitable digital marketing initiatives in partnership with the CRM Manager
• Support store-based selling initiatives
• Assist in implementation of VIC campaigns and programs.
• Manage seasonal promotional analysis as it relates to customer behavior and KPIs
• Assign audiences, schedule, and launch email and SMS series to increase and retain VICs
• Partner closely with teams to create CRM touchpoints to convert transactional clients into loyal purchasers

Customer Service & Communication

• Liaise with Customers as direct Customer Service Center (CSC) for E-Commerce to optimize communication flow and customer SLAs
• Perform additional duties and responsibilities as necessary
• Identify creative opportunities to enhance the experiences of the customer and associates to generate and retain customer loyalty

Organizational interfaces

• E-Commerce
• Retail
• Finance
• Logistics
• Customer Service

Education / Experience

• BA/BS degree or related experience, degree in business management preferred.
• At least 3 years of experience developed in the field of fashion (preferably luxury)
• Success in managing a selling workforce and achieving results
• Proficient in all Microsoft Office Products including MS Word and advanced proficiency in Excel

Specific Skills

• Strong clienteling experience and analytical skills
• Creative problem solver, strong attention to detail, motivated, and a self-starter
• Ability to work in a fast-paced environment
• Excellent interpersonal skills are essential
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues
• Excellent verbal and written skills
• Able to come up with solutions based on research and critical thinking

Accounts Receivable Manager

ETRO is a fashion house that has defined Italian style around the world since 1968. From research into textiles and attention to detail, ETRO creates luxury clothing and accessories for men and women, where passion for travel and sartorial tradition are the key concepts of every collection.

Scope:

ETRO is looking for an experienced Accounts Receivable Manager to lead and oversee all AR functions, with a primary focus on Wholesale while also managing Retail receivables. This role will be responsible for timely and accurate sales reconciliation, processing incoming payments, handling chargebacks, managing customer accounts, and building strong client relationships. A key objective will be to optimize cash flow through effective management of outstanding invoices and close monitoring of customer accounts. The ideal candidate should bring strong leadership skills, excellent analytical abilities, and a proven record of improving AR processes in a dynamic, fast-paced environment.

Responsibility:

Accounts Receivable/Credit Management

• Perform weekly and monthly sales reconciliations for both Wholesale and Retail departments.
• Reconcile department store trial balances on a weekly basis.
• Send invoices and statements to specialty stores and non-EDI clients weekly.
• Manage the reconciliation of EDI invoicing with the logistic team.
• Verify new clients’ credit status using Experian credit reports.
• Address and resolve discrepancies, disputes, and customer inquiries.
• Oversee the reconciliation of retail credit card accounts receivable.

Cash Flow Management & Reporting

• Prepare and maintain weekly cash flow reports, ensuring accuracy in projected and actual collections.
• Monitor daily cash balances, providing insights on cash flow trends to assist in financial decision-making.
• Daily bank upload of all bank accounts to our accounting system and daily cash position to upper management.
• Daily retail sales report to stores and upper management.
• Forecast on a monthly and weekly basis of account receivable.
• Track overdue invoices and ensure timely collections to prevent cash flow disruptions.
• Ensure timely and accurate billing to customers to maintain a consistent flow of receivables.
• Verify new vendors and changes in banking information for ACH and wire instructions.

Allowances, Chargebacks, & Returns Management

• Monitor, document, and dispute all chargeback activities related to PO violations promptly, collaborating with clients to resolve issues proactively.
• Review and record customer allowances in coordination with the Wholesale department.
• Reconcile customer returns with the Logistics and Wholesale teams, preparing reports for upper management approval.

Wholesale Accruals & Reconciliation

• Conduct monthly wholesale accruals, ensuring accurate accounting of all outstanding balances, allowances, and receivables in financial statements.
• Create quarterly wholesale budgets to ensure alignment with forecasted revenue and financial goals.

Process Improvement & Compliance

• Ensure compliance with internal controls, company policies, and financial regulations, managing the AR function effectively
• Support audits related to accounts receivable and provide relevant documentation and analysis during financial audits.
• Develop and enforce standardized operating procedures (SOPs) for AR processes across the organization to ensure consistency and reduce variability in cash flow management.
• Identify opportunities to streamline AR processes, improve efficiency, and reduce errors through automation or best practices.
• Analyzing financial performance and key performance indicators (KPIs) related to accounts receivable, providing insights and recommendations for improvement.

Organizational interfaces

• Finance
• Planning
• Retail
• Wholesale

Knowledge & Skills:

Education / Experience

• Bachelor’s degree in related field and/or equivalent experience.
• 8+ years’ experience, ideally within Finance.

Specific Skills

• Proficiency in SAP is required.
• Highly skilled in Excel.
• Solid understanding of general accounting principles, credit risk management, and collection strategies.
• Experience working collaboratively with department stores.
• Exceptional communication skills, with the ability to present effectively at all levels of the organization.
• Capable of working independently as well as in a team setting.
• Strong interpersonal skills are essential.
• Ability to manage multiple tasks while meeting deadlines.
• Excellent organizational skills, attention to detail, and a commitment to resolving outstanding issues.
• Knowledge of EDI and AS400 systems is a plus.