Summary:

Key Responsibilities:

Sales & Business Development

• Help develop & execute all sales & customer service strategies within the residence; working cross-functionally to roll out all retail initiatives to drive sales, build brand equity, and client loyalty as directed by the Residence Manager
• Drive sales performance through accurate projection of daily/weekly sales targets, timely and appropriate sales goal dissemination to skin experts and client advisors
• Assist with reporting & analysis to ensure strong execution of retail activations based on past performance & customer demographic, maximization of cabin occupancy, especially during key business hours, and focus on sell-through of top SKUs in line with corporate vision of mix of business.
• Help monitor & analyze all key performance metrics & product/service reporting within the store to create a successful and productive work environment, challenging the team & fostering accountability
• Assist with reporting on residence performance on a weekly/monthly/quarterly/yearly basis, including all sales, services & events; making recommendations to drive success
• Focus on managing front-end operations and working closely with the Residence Manager & client advisors to manage inventory, visual merchandising, customer bookings and experience
• Help each team member on meeting goals, explaining KPIs & best practices, overcoming challenges and reinforcing growth & development
• Collaborate with key stakeholders to provide feedback on services, product, events & key initiatives, clienteling & client experience, and business; assisting in executing & driving store action plans

Operations Management

• Assist with comprehensive departmental operations guidelines and implementing ongoing training initiatives to support staff growth and service excellence.
• Oversee all inventory and store logistics including ordering, cost controls, and asset management, helping to maintain budget
• Maximize operational efficiency through expert use of residence management systems and software.

Team Leadership & Staff Development

• Support the manager in recruiting, onboarding, coaching, and developing a high-performance residence team.
• Assist with scheduling, performance evaluations, compliance with labor policies (including meal breaks), and timely payroll execution.
• Help manage the creation & execution of areas of responsibilities for the team
• Assist with communicating directed priorities, brand standards, and opportunities for upselling and enhanced service delivery.
• Foster a collaborative and respectful work culture with clear expectations, regular feedback, and morale-boosting leadership.
• Drive sales performance by monitoring sales & team goals, monitoring retail activation performance & providing feedback on merchandise assortment & levels

Guest Experience & Service Excellence

• Act as an ambassador for the residence experience—greet and assist clients in a warm, knowledgeable, and discreet manner.
• Help monitor client feedback and proactively implement service improvements while ensuring alignment with the brand’s luxury service philosophy.
• Maintain a safe, serene, and meticulously clean residence environment that reflects the brand’s premium positioning.

• Bachelor’s degree preferred; equivalent professional experience accepted.
• Minimum 2 years of experience within a high-end residence or luxury retail environment
• Exceptional customer service skills and emotional intelligence
• Strong team player with a proven ability to work collaboratively with other team members
• Strong attention to detail and operational discipline
• Proficient in various systems and programs within a customer service environment
• Strong computer literacy, including Microsoft Office Suite and POS/inventory platforms