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Manchester
Afflecks Store & Customer Service Manager
Reports To: Managing Director
Department: Retail & Customer Service
Job Overview
The Store & Customer Service Manager at Sour Cherry Ltd is responsible for managing the daily operations of a retail store while overseeing the online customer service experience. This dual role ensures that both in-store and online customers receive exceptional service. The position includes leadership of the shop team, maintaining visual and operational standards, fulfilling online orders, and managing customer enquiries across all digital platforms. The manager plays a key role in ensuring a seamless brand experience both physically and virtually.
Key Responsibilities
Store Operations & Team Leadership
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Manage the shop floor to ensure it is clean, inviting, and aligned with brand standards at all times.
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Oversee staff scheduling and rota planning to ensure optimal cover during trading hours.
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Supervise and support sales assistants and the shop supervisor, delegating tasks and maintaining morale.
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Lead in-store event preparation, including visual merchandising for launches, holidays, and promotions.
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Conduct regular inventory checks, monitor low stock levels, and coordinate with the production/warehouse team for restocks.
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Ensure the store is stocked, visually appealing, and adheres to merchandising guidelines.
Customer Service & Online Orders
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Manage the full lifecycle of online orders placed via the website, including picking, packing, and dispatching.
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Respond to customer enquiries, returns, and complaints across email, web, and social platforms, ensuring timely and professional communication.
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Maintain high customer satisfaction ratings by delivering helpful, friendly service in all interactions.
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Coordinate customer service issue resolution with internal teams (e.g. production, warehouse, Etsy).
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Monitor and log customer feedback to improve processes and contribute to product development insight.
Performance & Development
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Provide ongoing training to shop floor staff on product knowledge, customer service, and brand values.
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Deliver constructive performance feedback to shop team members to encourage growth and accountability.
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Track in-store and online sales performance, reporting trends and insights to senior leadership.
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Identify customer service and retail operations improvements and implement best practices.
Qualifications and Skills
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Experience managing a retail store or customer service team (ideally both).
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Excellent communication and leadership skills, with a customer-first attitude.
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Confident using POS systems, e-commerce platforms, and customer service tools.
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Strong organisational skills, able to manage multiple responsibilities across retail and digital touchpoints.
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A hands-on leader who is proactive, solutions-focused, and passionate about providing great customer experiences.
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