Retail & E-comm Customer Service Manager

To Apply: Email your resume and cover letter to careers@imperfects.com.

Imperfects responsibly crafts goods for The Human Experience ™ , and began as a mantra our founder, Mike Lynch, called upon for the daily courage to continue expressing himself as an artist.

After repeatedly reminding himself that creation comes from imperfection and that the differences among us make the actual difference, for Mike Imperfects became an apt label under which he began producing surf and skate craft and designing apparel.

Today, Imperfects is a growing concept producing unique surf, skate, and apparel from our showroom and warehouse in San Diego, CA. We are a diverse group of humans who have made it our mission to help others realize, your strengths are your imperfections and they make you unique and one of a kind.

Imperfects is looking for a talented and motivated individual to join our Retail Team as a Retail Manager.

Up to the task? Here’s a taste of the responsibilities:

Leadership and Team Management

  • Recruit, train, and develop a high performing retail team.
  • Provide ongoing coaching and feedback to ensure the team meets sales and service goals.
  • Foster a positive work environment that reflects our brand culture.

Customer Experience

  • Ensure every customer receives a warm welcome and personalized service.
  • Resolve customer issues and complaints in a professional and timely manner.
  • Ensure a seamless and consistent customer experience across all channels, including in-store and online.
  • Implement strategies to enhance customer loyalty and retention.
  • Collaborate with apparel, marketing and web teams to ensure customer feedback is integrated into website improvements and product offerings.

Store Operations

  • Oversee daily store operations, including opening and closing procedures.
  • Manage retail inventory levels, conduct regular stock checks, and coordinate with the fulfillment team.
  • Ensure the store is clean, organized, and visually appealing in line with brand standards.

E-Commerce Customer Service Management

  • Lead the e-commerce customer service team, providing guidance and support to ensure prompt and effective responses to customer inquiries.
  • Monitor customer service metrics such as response times, customer satisfaction scores, and issue resolution rates.
  • Maintain and update existing tools, including FAQs, chatbots, and self-service tools.

Sales & Financial Performance

  • Set and achieve sales targets and key performance indicators (KPIs).
  • Monitor and analyze sales data to identify opportunities for growth and improvement.
  • Manage the store’s budget, including payroll, expenses, and shrinkage.

Visual Merchandising

  • Collaborate with the sales team to create engaging and effective displays.
  • Ensure products are merchandised to maximize sales and reflect the brand’s aesthetic.

Marketing & Events

  • Coordinate in-store events, promotions, and community outreach activities.
  • Work with the marketing team to drive traffic and build brand awareness.

This job might be for you if you’ve got:

  • Minimum of 1-2 years of retail management experience, preferably in the clothing, surf, or skate industry.
  • Strong knowledge and passion for surf and skate culture.
  • Proven track record of achieving sales targets and managing a successful retail team.
  • Excellent communication, leadership, and organizational skills.
  • Ability to work flexible hours, including weekends and holidays.
  • Proficiency in retail management software and point-of-sale (POS) systems.
  • A strong sense of style and an eye for visual merchandising.

What we have to offer:

  • Competitive salary, benefits package and performance-based bonuses.
  • Gain valuable experience in all aspects of the technical design process.
  • Collaborative and supportive work environment.
  • Work sponsored events and happy hours, including Wellness Wednesdays
  • Be a part of a fast-paced and growing company.
  • Make a real impact on the success of our flagship retail store.

To be considered, please send your resume and cover letter to careers@imperfects.com.

Additional information:

Company: Imperfects, Inc.

Industry: FMCG / Ecommerce (Surf, Skate & Apparel)

Job title: Retail Manager

Employment type: Full time Location: On site in Ocean Beach, San Diego, California is required.

Job Type: Full-time

Pay: $22.50 - $25.00 per hour

Expected hours: 40 per week

Benefits:

  • Dental insurance
  • Employee discount
  • Health insurance
  • Paid time off

Shift:

  • 8 hour shift
  • Day shift

Experience:

  • Retail sales: 2 years (Preferred)

Ability to Commute:

  • San Diego, CA (Required)

Ability to Relocate:

  • San Diego, CA: Relocate before starting work (Required)

Job-related location requirement:

  • Candidates must be within a 25-mile radius.

Work Location: In person