Retail Store and Customer Service Manager - The Caviar Co.

The Caviar Co. is hiring a Retail Store and Customer Service Manager. This role will act as our head Caviar Concierge, overseeing all customer service operations and our retail store on Union Street and San Francisco.

Who we are

The Caviar Co. is a sister-founded and San Francisco-based purveyor of fine caviar and roe, for life’s everyday indulgence and luxurious occasions. Established in 2015 with a mission to provide unsurpassed caviar collections with quality, integrity, and sustainability, The Caviar Co. conducts business with absolute transparency, sources with great care for the planet, and provides artisanal products with undeniable reliability.

For more information, visit thecaviarco.com and check out our Instagram!

Role & Expectations

Include, but not limited to

Customer Service:

• Act as the Head Caviar Concierge, extending white glove service to all clients and customers. Build and manage relationships and curate custom orders.

• Communicate with the Tiburon Champagne Lounge Team to make and manage reservations, pick-ups, and other customer needs.

• Manage, delegate, and respond to all customer inquiries in person, over the phone, and online using our Hubspot Service hub.

• Lead projects related to growing our customer service program and work with the marketing team to increase in-store traffic.

• Partner with the Brand and Partnerships manager to manage and grow our Caviar Club, overseeing all Caviar Club member correspondence and scheduling.

• Coordinate and manage our corporate gifting program.

Retail Store:

• Oversee, manage, and maintain the retail store, ensuring the store is always presentable and according to The Caviar Co. brand standards.

• Oversee and schedule all weekend and seasonal retail associates and interns.

• Analyze sales and key performance indicators and take the required actions to drive these

• Reach out and maintain a good relationship with local businesses and neighbors

• Work with the fulfillment team to package, schedule, and track all retail orders.

• Partner with the General Manager for all retail and customer service team recruiting, training, and management.

• Own and manage retail, supply, and merchandise inventory and purchasing.

Office Management

• Track and manage all donation requests and donations using QuickBooks.

• Enter check payments in QuickBooks and make daily deposits.
  

• Partner with the General Manager to plan and execute internal team celebrations, outings, and special events, including team building, appreciation, and birthdays.

• Coordinate monthly cleaning service and lead the team in office organization strategy.

• Manage all office/admin purchasing needs.

Role Requirements

• Minimum of 3 years of retail and/or customer service experience.

• Experience in the hospitality industry is preferred.

• Minimum of 1-2 years experience with ZOHO (or similar CRM and Help Desk software) and Shopify+.

• Must be proficient in Google Suite, Microsoft Office, and Quickbooks Online.

• Sales-driven and results-oriented.

• Organized and hospitality-minded.

• Able to multi-task and delegate tasks.

• Excellent written and verbal skills.

• Ability to work occasional weekends and nights.

Other Requirements

• Eligible to work in the U.S. for any employer without sponsorship

• Must be able to work standing on your feet for at least 8 hours per day

• Must be able to lift and carry at least 30 pounds

When applying, please include a cover letter with a brief introduction and a description of what excites you about this role!

Compensation and Benefits:

The salary range for this role is $80,000 - $85,000 DOE. The Caviar Co. offers all full time salaried employees access to Medical, Dental, and Vision Benefits. A 401k option with employer match is available after one year of employment.