Secretlab is an international gaming chair brand seating over 3 million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
We're seeking an enthusiastic and driven Retail and Events Operations Associate to join our Brand Experience team. As a key member of this dynamic team, you'll play an essential role in delivering exceptional customer experiences, both on the ground and behind the scenes. This is a unique opportunity to be involved in both retail and event operations, directly contributing to the growth and impact of our brand.
The Brand Experience team operates with an entrepreneurial and collegial spirit - we pride ourselves on going the extra mile to create memorable moments for our customers. Over here, you'll play a key role in our backend retail operations such as inventory & logistics management, reporting, and executing product displays plans, all while maintaining our showroom's operational excellence and providing the best customer experience.
Responsibilities
- Showroom Management & Operations: Oversee daily upkeep and readiness of the showroom. This includes (but isn't limited to) showroom organization, managing POS operations, and executing display plans for new product launches.
- Inventory Management: Perform inventory tracking and maintenance to ensure sufficient inventory levels at all times.
- Aftersales Support: Handle customer returns, cancellations, and delivery arrangements, ensuring excellent aftersales service and follow-up.
- Data & Reporting: Support in monthly performance reports and tracking metrics such as conversions, footfall, and AOV.
- Project Support and Activation: Assist with offline activations, brand experience projects, and manage showroom bookings/appointments to ensure smooth operations.
- Presentations & Trainings: Deliver product presentations to stakeholders and assist in training team members where necessary.
- Sales and Customer Engagement: Ensure a seamless customer experience across various channels. Promote and sell Secretlab products while meeting individual sales targets and driving customer satisfaction through Google Reviews and direct interactions.
- Team Support and Continuous Improvement: Provide support to the Brand Experience team in daily improvement plans and assist with any additional responsibilities required for retail and event operations.
Requirements
- 1-3 years of experience in retail, sales, or operations, preferably with a high-end consumer product
- Proven ability to build and enhance customer experiences by engaging with customers, understanding their needs, and creating memorable interactions that align with the brand's values.
- Experience managing inventory, sales reports, and retail logistics.
- Strong knowledge of promotion mechanics, discount strategies, objection handling, upselling, and cross-selling techniques.
- Strong communication and interpersonal skills with the ability to provide timely updates to stakeholders.
- Strong ability to handle customer inquiries, concerns, and after-sales service issues with professionalism.
- Ability to effectively defuse and de-escalate customer issues.
- Works effectively within a team to deliver cohesive and outstanding customer experiences across all touchpoints.
- Comfortable in a fast-paced retail environment with changing priorities and responsibilities.
- Proficiency in Google Suite and ClickUp.
Bonuses
- Passion for gaming/esports and our products
- A proven track record of exceeding sales targets or driving revenue growth in a retail or sales environment.
- Any prior experience in leading or mentoring teams, even in a small capacity, showing initiative and responsibility
