The Opportunity
At Spell, we're inspired by the beauty of connection, to our community, our craft, and the world around us. We're seeking a passionate
Retail and Customer Experience Manager
to lead our flagship Byron Bay Boutique and drive a best-in-class customer journey across every touchpoint.
As the champion of retail excellence, this role oversees the day-to-day operations of our boutique, leading a high-performing team to deliver a warm, immersive, and memorable experience for every customer who walks through our doors. You'll combine commercial acumen with genuine care, ensuring the store runs efficiently while embodying the Spell brand values in every detail.
Beyond the shop floor, you'll also guide our online customer experience and brand community spaces, ensuring consistency and authenticity across all interactions.
Key Responsibilities
Lead and inspire the retail and customer experience team to deliver exceptional service in-store and online (email, phone, chat and social media groups)
Oversee retail operations including sales performance, visual merchandising, rostering, and budgets
Drive commercial results by identifying opportunities to elevate sales and in-store experiences
Ensure seamless coordination between retail and HQ teams to optimise stock flow
Maintain oversight of online customer communications and brand-owned community groups. Initiate, moderate and foster authentic dialogue and engagement in these groups
Partner with the Brand and Marketing teams to deliver meaningful activations and experiences that deepen customer connection
Champion a culture of care, performance, and continuous improvement across all customer-facing teams
About You
Proven experience in retail or boutique management, ideally within a fashion environment
A natural leader who thrives on coaching and developing teams
Skilled in operations, rostering, budgeting, and process optimisation
Passionate about customer experience and building lasting brand relationships
Strong communication and organisational skills, with a hands-on, solution-focused approach
Experience with Shopify or similar retail systems (desirable)
Familiarity with Gorgias or similar online customer service platforms (desirable)
Why Spell?
Generous staff discounts and clothing allowance
Collaborative and supportive team environment
Lead in a business committed to sustainability, ethics, and community
Apply Now
Submit your application via email at Visit Spell Careers for more details.
At Spell, we inspire beautifully – in harmony with people and the planet, offering equal employment opportunities for all.
#J-*****-Ljbffr