The Retail Community Lead is responsible for driving store performance while building a meaningful Gem Femme customer community through elevated service, styling, and in-store brand experiences. This role goes beyond traditional retail management by combining sales leadership, team coordination, customer relationship building, and community activations to strengthen Gem Femme's presence in key flagship locations.
Key Responsibilities
1) Store Performance & Sales Leadership
- Drive daily, weekly, and monthly sales targets
- Lead the team in achieving conversion, ATV, and UPT KPIs
- Monitor store performance and identify opportunities to improve productivity
- Support founder-led sales initiatives, launches, and gifting campaigns
- Plan and manage team rosters to ensure optimal coverage based on mall traffic, event schedules, and peak trading periods
2) Community Building & Client Experience
- Build strong relationships with repeat customers and VIP clients
- Deliver personalised styling and gifting recommendations
- Grow Gem Femme's customer community through exceptional service
- Maintain customer follow-up through WhatsApp, CRM, and loyalty touchpoints
- Create memorable in-store experiences aligned with the brand's values of confidence, femininity, and empowerment
3) Events & Brand Activations
- Lead in-store workshops, launches, and community gatherings
- Support founder appearances, podcast moments, and live-selling sessions
- Collaborate on pop-up concepts and local partnerships
- Drive event conversion from footfall to customer acquisition
4) Team Leadership & Operations
- Coordinate daily store operations and staff deployment
- Train and coach Retail Brand Associates on service standards
- Manage roster planning according to mall and event requirements
- Oversee POS accuracy, stock handling, and end-of-day reporting
- Maintain VM standards and store presentation
5) Merchandising & Inventory Visibility
- Ensure new launches are featured prominently across display zones
- Track fast-moving SKUs and coordinate timely replenishment
- Monitor stock accuracy and minimise shrinkage
- Provide weekly feedback on customer demand and product performance
Ideal Candidate
- Strong passion for jewelry
- Excellent customer engagement and storytelling skills
- Experience in clienteling, WhatsApp sales, or community-building is a strong plus
