Position - Retail & Customer Experience Manager

Join Our Spell Family

Career Position

Retail & Customer Experience Manager


Lead the overall experience our customers have when they interact with Spell, including in store and all digital customer touchpoints. You will lead the Customer Care & Store teams to provide an exceptional customer experience and drive these teams to meet their KPI’s. You will put the customer first at all times and enable a best-in-call/ in-store experience, with technology that is designed to support these goals. Lead and manage all operational requirements for new retail ventures.


  • Overall leadership of customer care and store teams, inspire and provide coaching and support to managers of these areas
  • Communicate and drive overall company objectives and align them with the team’s goals
  • Oversee retail performance and implement different action plans to optimise business development and operations
  • Drive solutions through identifying opportunities for improvement
  • Execute and manage customer experience in-line with Spell’s values, ensuring that all customer touchpoints are designed to deliver an exceptional experience
  • Lead by example for our team and in all interactions and discussions with our customers
  • Project lead any pop-up retail operations



Your passionate about people and strive to deliver an exceptional customer experience at all times. You have an interest in fashion and are excited to learn about our customers and connect with them throughout the customer journey. You have experience leading people and delivering exceptional results.



  • Customer Service Management experience or experience as an area or business manager
  • Ability to lead, coach and inspire a team
  • Previous experience in multi-site management, ideally in fashion
  • Be a confident and calm communicator when dealing with our team and our customers
  • Have experience in strategic planning at the retail level
  • Are hands-on, leads by example and self-motivated
  • Possess a result-orientated and driven attitude
  • Must be well organised with strong business acumen and understanding of KPI’s
  • Be fair, empathetic and committed to both the business and the well-being of your team
  • Be proficient in Word, Excel and reporting systems



  • Beautiful Byron Bay location
  • Clothing allowance and generous staff discounts
  • Supportive work environment


To apply, please forward your resume and cover letter outlining your suitability for the role to careers@spell.co

At Spell our vision is to inspire, beautifully – in harmony with people and planet and we are committed to providing Equal Employment Opportunity for all.