Flagship Store and Customer Service Manager

ABOUT ALL THINGS GOLDEN

All Things Golden is an Australian fashion and lifestyle brand focused on creating elevated wardrobe foundations designed to be worn, lived in and loved for years to come. With a strong focus on quality, intentional design and thoughtful storytelling, we are building more than a fashion brand - we are creating a community and customer experience that feels deeply considered, inspiring and human. As we continue to grow both locally and globally, we are looking for people who are excited by the intersection of creativity, commerce and meaningful brand building.

ROLE PURPOSE

The Flagship Store Manager is the custodian of the All Things Golden experience — leading the energy, standard and execution of our immersive flagship space across retail, customer service, and community touch points. This role goes beyond traditional retail management. It is responsible for bringing the All Things Golden world to life — where elevated style meets confidence, connection, and wellbeing. The Flagship Manager embodies the All Things Golden woman and empowers the team to do the same, setting the tone for how the brand is experienced, felt, and remembered.

As the leader of the flagship, they own the end-to-end customer journey — from in-store experience to digital customer service — ensuring every interaction is considered, seamless, and aligned with our brand values. They work closely with residency partners and future studio programming, acting as the central connector between retail, wellness, and community. With a strong sense of ownership, presence, and confidence, they lead the team to deliver a consistently elevated, emotionally engaging experience that builds long-term loyalty and brand affinity.

KEY RESPONSIBILITIES

Customer Experience & Brand Embodiment

Lead and embody the All Things Golden experience, setting the emotional tone and standard for how customers feel within the space.

Create a personalised, elevated experience for every customer, blending styling expertise with genuine connection and presence.

Empower and coach the team to confidently represent the All Things Golden woman — through how they style, communicate, and hold space for customers.

Drive a culture of attentiveness and intuition, where customer needs are anticipated and every interaction feels considered and memorable.

Flagship Experience & Space Ownership

Own the flagship as a holistic experience — ensuring the space feels intentional, elevated, and aligned across retail, treatment rooms, and studio touchpoints.

Act as the primary point of contact for residency partners and future studio operations, ensuring alignment with brand standards and seamless day-to-day integration.

Maintain the energy, flow, and atmosphere of the space, ensuring it consistently reflects the All Things Golden world.

Identify opportunities to elevate the in-store experience through service rituals, environment, and customer touchpoints.

Flagship Store Operations & Presentation

Oversee the flagship store to the highest standards of visual and operational excellence, ensuring merchandising, displays, and presentation reflect the brand’s elevated aesthetic.

Maintain operational consistency through efficient store processes, stock management, and replenishment.

Ensure the space is always executed with precision, cleanliness, and attention to detail.

Staff Management & Leadership

Lead, develop, and inspire a high-performing team, setting clear expectations around service, styling, and brand representation.

Recruit, onboard, and train team members to embody brand values and deliver a flagship-level experience.

Manage rostering and team structure to ensure optimal coverage and energy on the floor.

Lead by example through presence, confidence, and professionalism.

Customer Experience (Omni-Channel Alignment)

Ensure a consistent and elevated customer experience across all digital touchpoints, including email, live chat, and social. Set the standard for tone of voice, quality of interaction, and brand representation, ensuring alignment between in-store and online experiences. Support the handling of complex or escalated customer interactions, bringing a service-led, brand-aligned approach to resolution. Provide ongoing feedback and insights from in-store customer interactions to inform CX processes, communication, and improvements. Refine systems, templates, and training, ensuring the customer experience scales without compromising quality.

Sales Performance & Optimisation

Drive sales performance through a service-led, consultative approach to retail.

Translate product and customer insights into actionable strategies to improve conversion, AOV, and overall store performance.

Support the team in achieving sales targets through coaching, styling expertise, and confidence in selling.

Collaborate with the wider team on launches, activations, and in-store opportunities.

Team Collaboration & Cross-Functional Alignment

Act as a key connector between retail, e-commerce, marketing, and operations to ensure a seamless and aligned customer experience across all touchpoints.

Contribute insights on customer behaviour, product performance, and in-store learnings to inform wider business strategy and decision-making.

Work closely with the CX Manager to ensure alignment between in-store experience and digital customer interactions.

Foster a culture of collaboration, accountability, and shared ownership across the team.

QUALITIES WE LOVE FOR THIS ROLE

Brand-Aligned & Embodied

Deeply connected to the All Things Golden aesthetic and values, with the ability to naturally embody and represent the brand.

Experience-Led Thinker

Understands that retail is not just transactional — but emotional, sensory, and relational.

Inspiring Leader

Builds confidence in others, elevates team performance, and leads with presence and clarity.

Operationally Strong

Highly organised and detail-oriented, with the ability to execute consistently at a high standard.

Confident & Grounded

Comfortable holding space — both in a retail and wellness-adjacent environment.

Adaptable & Growth-Oriented

Thrives in a dynamic environment and evolves with the needs of the business.

KEY DETAILS

• Full time role
• Tuesday - Saturday
• Immediate start
• Location: Hawthorn East, Melbourne VIC

PERKS

• Wardrobe allowance
• 50% staff discount + 20% friends & family discount
• Weekly pay
• Birthday leave
• Annual wellness reimbursement
• Creative team culture
• Growth and development opportunities
• Be part of a growing Australian fashion label

HOW TO APPLY: To apply, please send your tailored cover letter and your current CV to:

Robyn Percy - COO

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