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Customer Experience Director

2 weeks ago

Dunedin, Otago, New Zealand CGR Services Full time
About Us
Mons Royale is a growing brand in action and adventure sports space with big mission to shift riders from synthetics to natural fibers. We want to change the way clothing is designed for these sports to be better for the planet.

Your Role
As our Cluster Retail Manager, you will oversee all aspects of retail across both stores in Queenstown, making sure each location hits its sales targets while delivering an incredible customer experience. You will work closely with our National Retail Manager and global team to drive sales, build community connections, and cultivate a customer-first culture.

Key Responsibilities
• Lead, motivate, and develop a high-performing team to exceed KPIs and sales targets
• Deliver an exceptional in-store experience that aligns with Mons Royale brand and values
• Manage store operations, including stock control, pricing, cash handling, security, and visual merchandising
• Bring the brand to life through local activations, events, and partnerships
• Champion in-store training to grow product knowledge and sales confidence
• Keep stores compliant, safe, and aligned with company standards
• Act as the key link between stores and HQ, sharing insights, ideas, and opportunities

What You'll Need
• Proven experience in senior retail leadership role with record of driving sales and leading teams
• Driven by sales targets and KPIs
• Strong problem-solving skills and ability to think on feet in fast-moving environment
• Passion for sustainability, outdoor sports, and Mons Royale brand mission
• Solid understanding of retail operations, including POS systems, stock management, and customer service best practices
• Proactive approach with ability to build inclusive and motivated team culture
• Experienced retail leader, ideally with multi-site or high-volume experience

Why Join Us?
• Competitive salary and industry discounts
• Access to Mons Royale gear and discounts across outdoor industry
• Team building activities and incentives: from staff rides to community events, we foster strong team connections
• Opportunity for growth: fast-growing brand with career development opportunities within and outside NZ
• Mountain town lifestyle and flexibility: based in mountain towns, we value time spent outdoors and work-life balance
• Embracing entrepreneurial spirit: being part of fast-growing brand means involvement in various opportunities beyond typical job description