Cluster Manager

Between the Flags has been creating timeless beach and lifestyle clothing since 1994, celebrating and preserving Australia's beach and surf culture. As a renowned Bondi shopping destination, we cater to both locals and tourists. 

We have also recently launched Bondi Active. Bondi Active is a premium athleticwear company, dedicated to providing stylish and high-performance sportswear that encourages an active lifestyle. Our eco-friendly and durable apparel is designed to empower fitness enthusiasts to reach their full potential, ensuring both comfort and confidence during workouts. 

Towards the end of last year, we had the pleasure of re-opening our new store at the iconic Bondi Beach Pavilion, along with our first Bondi Active store situated in the heart of Bondi Beach. We are currently on the lookout for a passionate and driven Cluster Manager to oversee the operations of these exhilarating new stores as well as our flagship Between The Flags store situated on Campbell Parade.

The role of the Cluster Manager will be a key management position in charge of optimizing store's success, managing store operations, and maximizing the in-store retail experience. The Cluster Manager will be in charge of three stores; ‘Between The Flags’ in the Bondi Pavilion and on Campbell Parade, as well as our first ‘Bondi Active’ store situated also at Bondi Beach.

The Cluster Manager will report to the Retail Operations Manager and work to execute the short-term plan and the long-term vision and assist the business to grow and continuously improve. 

 The key areas of focus are: 

• Achieve sales budgets and other key performance indicators (KPI’s) for the store.
• Merchandise store regularly, ensuring a tidy space and an environment that creates a seamless shopping experience.
• Directly lead the Stores team and build a strong, high performing, engaged and collaborative team culture.
• Manage store team’s roster and ensure wages budget is achieved.
• Create a welcoming, warm, and engaging customer experience in store. 
• Give feedback to the Retail Operations Manager about customer feedback on product quality, best sellers, slow movers and out of stocks. 

Between the Flags is a small but quickly growing business, and we deeply believe in the career growth and development of our team. For the right candidate the role can also lead to various growth opportunities across store operations, product design, and marketing.

1. Sales & Commercial

• Meet and exceed the daily, weekly, monthly and annual sales budget for the store. 
• Meet and exceed other KPI’s for the store such as but not limited to Average Transaction Value, Units per Transaction, and number of customers served. 
• Manage the store wages costs to budget. 
• Ensure store operations costs are kept to a minimum. 
• Developed and maintained strong relationship with surrounding retailers and locals for the development of marketing and sales strategies.
• Involved with content creation for our social media platforms. Ideal candidate has experience with taking photos, creating reels and tik toks. 

2. Customer Experience

• Establish successful customer relationships and aim to build a sustain rapport with both local customers and visitors exploring specific needs and anticipating opportunities to promote the range that aligns to their needs
• Create a welcoming, warm and engaging customer experience ensuring all customers leave the store having had a positive experience.
• Effectively deal with all customer concerns/complaints/issues in a professional way to ensure a positive outcome for the customer but within company guidelines in order to avoid any conflicts with customers. 
• Managment of the customer service email address, forwarding queries to relevant parties and supporting customers where possible.

3. Store Operations

• Ensure the store operations are carried out to the company’s guidelines with regard to opening & closing, rostering, visual merchandising, cash handling, and stock management. 
• Ensure the store is opened and closed daily according to the designated store hours and that store staffing cover is maintained to the agreed, budgeted levels at all times. In particular, ensure adequate staffing is available to cover all required shifts.
• Deliver a beautiful store: well stocked and clean. 
• Ensure stock levels are optimized on the shop floor and that the store is recovered and refilled regularly to minimise lost sales due to stock options not being on the shop floor. 
• Ensure the daily sales report is completed and sent. 
• Daily tasks that may be set by the Retail Operations Manager above general retail duties. Such as reporting, communicating with third parties, organising of meetings, creating policies and more. 
• Work with the Retail Operations Manager to optimise visual merchandising opportunities in the store. 

4. Product Range

• Maintain a knowledge of all products including both the Between the Flags & Bondi Active ranges including product features, construction methods, fabric qualities and how our products compare to our competitors 
• Maintain a knowledge of the sizing information and details on swing tags, labelling and care labels
• Maintain knowledge of the pricing of our products.
• Give feedback to the Retail Operations Manager from our customers on quality, fit, sizing and construction.
   

5. Inventory Management 

• Coordinate staff rosters for delivery ‘Drop’ times to ensure deliveries to the store are processed quickly and efficiently to minimize time boxes sit on shop floor.
• Maintain all paperwork for deliveries, checking all deliveries against delivery documents, packing lists and correctly receive goods into system. 
• Communicate to Retail Operations Manager any stock discrepancies found on the deliveries. 
• Recognise common threads and report to the Operations Manager. 
• Managment and creation of theft prevention strategies.
• Monitor best sellers and slow sellers for your store and advise Retail Operations Manager accordingly.
   

6. People Management

• Provide training, development, and mentorship for an exceptional retail team.  
• Set and monitor KPI’s for team members. 
• Manage store rosters to ensure effective coverage. 
• Allocate each staff member a specific store zone or task each shift.
• Creating a customer experience standard that is upheld and developed by all team members.
• Work with the Retail Operations Manager to recruit top-quality staff and ensure the Store always has access to the required amount and quality of staff.
• Engage, develop, evaluate, reward, and retain a motivated crew of retail professionals. 
• At all times follow the agreed policies and process for recruiting and onboarding staff, in conjunction with the Retail Operations Manager.