Join the Preloved Community

Job Description

Reporting to: General Manager

As a Floor Manager, you will be responsible for leading the day to day activity on the shopfloor, ensuring an exceptional client experience while maintaining strong operational flow across the store. Acting as a visible leadership presence, you will guide and support the team through effective coaching, clear direction, and real-time decision making.

You will play a key role in driving sales performance, managing client engagement, and coordinating closely with back-of-house and buying teams to ensure smooth product flow and operational efficiency. Representing Designer Exchange standards at all times, you will foster a collaborative, high-performing environment that balances commercial success with premium service delivery.

Key Responsibilities

Shopfloor Leadership & Client Experience

• Take ownership of the shopfloor, ensuring a strong leadership presence and maintaining high standards of client experience at all times.
• Lead by example through active selling, role modelling, solution-selling techniques and premium service behaviours.
• Monitor customer flow, team positioning, and floor activity to maximise engagement, conversion, and overall sales performance.
• Provide real-time coaching and guidance to the team to ensure consistency in service delivery and commercial standards.
• Act as the first escalation point for complex or sensitive client situations, resolving issues professionally and in line with company values.
• Support and drive clienteling initiatives, encouraging relationship building and repeat client engagement.

Operational Flow & Back Of House Coordination

• Coordinate effectively between the shopfloor, buying teams, and back-of-house operations to ensure smooth product flow and daily efficiency.
• Support operational priorities including product intake preparation, imaging coordination, stock movement, replenishment, and visual presentation standards.
• Maintain awareness of back-of-house workload and adjust floor coverage or priorities where required to support store operations.
• Ensure stock areas and operational processes are organised, compliant, and aligned with company procedures.
• Assist Store Management with monitoring stock availability, operational timelines, and general store logistics.

Sales Performance & Commercial Focus

• Supervise and support the team in achieving store targets and KPIs through proactive floor leadership and commercial awareness.
• Encourage solution-selling behaviours, identifying opportunities for add-on sales and enhancing client journeys.
• Maintain strong knowledge of products, promotions, and business priorities to guide the team effectively.
• Use digital tools and platforms to support both in-store and online sales initiatives.
• Provide feedback to Store Management on client trends, product demand, and sales opportunities observed on the shopfloor.

Decision Making & Problem Solving

• Make informed decisions on shift to support operational flow, team performance, and client experience.
• Address issues or conflicts promptly and professionally, escalating to senior management when appropriate.
• Support store incident management by analysing challenges and implementing effective solutions.

Performance Monitoring & Reporting

• Monitor daily floor performance, identifying strengths, risks, and opportunities for improvement.
• Support reporting on team activity, KPIs, and operational outcomes where required.
• Provide feedback and recommendations to Store Management to support business growth and efficiency.

Conduct & Standards

• Adhere to all company policies and procedures at all times, including the Company’s Code of Conduct, and work in line with Designer Exchange values.
• Act with integrity, professionalism, and ethical behaviour, contributing to a positive and respectful working environment.
• Maintain appropriate standards of conduct and behaviour in all interactions with customers, colleagues, and management.

Working Conditions

The role requires flexibility in working hours to support store operations and business requirements, in line with store operating hours and workload demands.

The above list is not exhaustive and you may be required to carry out additional duties to meet the needs of the business.

Job Description

Reporting to: General Manager

The Deputy Manager supports the General Manager in the overall leadership and commercial performance of the store. Acting as the second-in-command, the Deputy Manager ensures smooth day to day store operations, strong team performance, and delivery of the Designer Exchange client experience

This role plays a key part in supporting sales performance, developing the store team, and maintaining operational standards. The Deputy Manager leads by example on the shopfloor, driving client engagement, supporting buying activity and ensuring alignment between store teams and operational functions.

In the absence of the General Manager, the Deputy Manager assumes responsibility for the day to day management of the store.

Key Responsibilities

Commercial Performance & Store Operations

• Support the General Manager in delivering store performance against key commercial targets including sales revenue, conversion rate, UPT, ATV and client capture metrics.
• Assist with monitoring daily store performance and implementing actions to improve results.
• Ensure strong shopfloor coverage and maintain a high level of client engagement and service.
• Support the coordination between shopfloor teams, buying operations and back of house functions to maintain efficient store operations.
• Assist with stock management and ensure effective product availability on the shopfloor.

Shopfloor Leadership & Client Experience

• Act as a visible leader on the shopfloor, ensuring a premium client experience aligned with Designer Exchange standards.
• Lead by example in client engagement, selling techniques and clienteling activities.
• Support the management team in driving conversion, client loyalty and repeat business.
• Monitor client feedback and identify opportunities to enhance the customer experience.
• Ensure store presentation, visual merchandising and product displays meet company standards.

Team Leadership & Development

• Support the General Manager in supervising and motivating the store team to achieve performance goals.
• Assist with staff training, onboarding and development, ensuring all employees are equipped with the necessary knowledge and skills.
• Conduct regular coaching conversations and support performance management where required.
• Foster a collaborative and positive team environment that promotes professionalism and accountability.
• Support recruitment activity and help identify future talent within the store.

Buying Support & Product Awareness

• Maintain a strong awareness of buying activity, product intake and stock flow within the store.
• Support coordination between the buying team and shopfloor staff to ensure products are effectively presented and sold.
• Provide feedback on product demand, client preferences and local market trends to support buying decisions.

Operational Excellence & Compliance

• Ensure all store operations are compliant with company policies, procedures and operational guidelines.
• Support the implementation of new operational processes and company initiatives.
• Ensure proper use of retail systems and digital tools within the store.
• Assist in maintaining accurate records related to operations, stock and team activity.
• Support loss prevention measures and ensure security standards are followed.

Key Performance Indicators

• Performance in this role will be measured through:
• Store sales performance and revenue growth.
• Conversion rate, ATV and UPT metrics.
• Client engagement and retention.
• Team productivity and development.
• Compliance with operational standards and procedures.

Conduct & Standards

• Adhere to all company policies and procedures at all times, including the Company’s Code of Conduct, and work in line with Designer Exchange values.
• Act with integrity, professionalism, and ethical behaviour, contributing to a positive and respectful working environment.
• Maintain appropriate standards of conduct and behaviour in all interactions with customers, colleagues, and management.
• Ensure the store is kept clean, tidy, and well-presented in line with company standards, including appearance, housekeeping, and product display.

Working Conditions

The role requires flexibility in working hours to support store operations and business requirements, in line with store operating hours and workload demands.

The above list is not exhaustive and you may be required to carry out additional duties to meet the needs of the business.

Job Description

Reporting to: General Manager

As a Client Advisor, you will be responsible for delivering a high standard of customer service while supporting the sales team in day-to-day operations. This includes assisting customers with enquiries, processing transactions, and maintaining a tidy, well-presented store.

You will represent Designer Exchange values at all times, contributing to a welcoming, respectful, and premium shopping experience.

Key Responsibilities

Customer Service

• Welcome clients warmly and provide attentive, professional support throughout their visit.
• Offer informed product recommendations, styling advice, and clear information on promotions to enhance the customer experience.
• Handle customer enquiries, requests, and complaints courteously and efficiently, escalating issues to the Store Management Team where appropriate.
• Work collaboratively with colleagues to ensure seamless handovers between buying, operations, and shopfloor teams, creating a consistent client experience.
• Understand and apply solution-selling techniques, consistently identifying opportunities for upselling and add-on sales with both new and existing clients.

Sales Support

• Actively contribute to achieving store sales targets in line with company strategy by engaging customers and promoting products effectively.
• Capture, maintain, and update customer information accurately to support effective use of the CRM and Client Book.
• Understand and apply solution-selling techniques, consistently identifying opportunities for upselling and add-on sales with both new and existing clients.
• Maintain up-to-date knowledge of Designer Exchange products, services, and promotions.
• Support the Store Management Team by ensuring paperwork and spreadsheets are completed accurately and on time, and by flagging stock or marketing material shortages where required.

Buy-In & Product Support

• Support the buying journey by assisting with initial client enquiries regarding selling items, directing clients to the appropriate team or process
• Demonstrate basic awareness of product condition, authenticity indicators, and brand positioning when handling stock or client enquiries.
• Assist with intake preparation where required, including organising items, checking presentation standards, and supporting operational flow between buying and shopfloor teams.
• Capture clear, accurate product images in line with brand, category, and company presentation guidelines.
• Ensure all required angles and key details are documented, including logos, serial numbers, hardware, interior details, and areas of wear where applicable.
• Prepare and submit imagery to the Live Pricing/Buying team within agreed timelines to support efficient product assessment.
• Work collaboratively with Buying and Studio teams to support a smooth intake and pricing workflow.

Stockroom Support

• Support back of house operations to ensure smooth day to day store functionality, including stock organisation, preparation, and replenishment (where needed).
• Assist with product intake processes by preparing items for display, ensuring presentation standards are met, and supporting operational flow between shopfloor, buying, and studio teams.
• Support visual merchandising changes, stock movements, and floor replenishment in line with business priorities.
• Assist with operational tasks such as packaging, transfers, stock checks, and general store logistics where required.
• Work collaboratively with the back of house team to ensure processes align with commercial objectives and customer experience.

Conduct & Standards

• Adhere to all company policies and procedures at all times, including the Company’s Code of Conduct, and work in line with Designer Exchange values.
• Act with integrity, professionalism, and ethical behaviour, contributing to a positive and respectful working environment.
• Maintain appropriate standards of conduct and behaviour in all interactions with customers, colleagues, and management.
• Ensure the Store is clean and tidy in line with Company Policies and Procedures, so that the Store meets the agreed company standards for open and closing times, appearance, housekeeping and product display.
• Ensure the store is kept clean, tidy, and well-presented in line with company standards, including appearance, housekeeping, and product display.

Working Conditions

The role requires flexibility in working hours to support store operations and business requirements, in line with store operating hours and workload demands.

The above list is not exhaustive and you may be required to carry out additional duties to meet the needs of the business.

Job Description

Reporting to: General Manager

As a Client Advisor, you will be responsible for delivering a high standard of customer service while supporting the sales team in day-to-day operations. This includes assisting customers with enquiries, processing transactions, and maintaining a tidy, well-presented store.

You will represent Designer Exchange values at all times, contributing to a welcoming, respectful, and premium shopping experience.

Key Responsibilities

Customer Service

• Welcome clients warmly and provide attentive, professional support throughout their visit.
• Offer informed product recommendations, styling advice, and clear information on promotions to enhance the customer experience.
• Handle customer enquiries, requests, and complaints courteously and efficiently, escalating issues to the Store Management Team where appropriate.
• Work collaboratively with colleagues to ensure seamless handovers between buying, operations, and shopfloor teams, creating a consistent client experience.
• Understand and apply solution-selling techniques, consistently identifying opportunities for upselling and add-on sales with both new and existing clients.

Sales Support

• Actively contribute to achieving store sales targets in line with company strategy by engaging customers and promoting products effectively.
• Capture, maintain, and update customer information accurately to support effective use of the CRM and Client Book.
• Understand and apply solution-selling techniques, consistently identifying opportunities for upselling and add-on sales with both new and existing clients.
• Maintain up-to-date knowledge of Designer Exchange products, services, and promotions.
• Support the Store Management Team by ensuring paperwork and spreadsheets are completed accurately and on time, and by flagging stock or marketing material shortages where required.

Buy-In & Product Support

• Support the buying journey by assisting with initial client enquiries regarding selling items, directing clients to the appropriate team or process
• Demonstrate basic awareness of product condition, authenticity indicators, and brand positioning when handling stock or client enquiries.
• Assist with intake preparation where required, including organising items, checking presentation standards, and supporting operational flow between buying and shopfloor teams.
• Capture clear, accurate product images in line with brand, category, and company presentation guidelines.
• Ensure all required angles and key details are documented, including logos, serial numbers, hardware, interior details, and areas of wear where applicable.
• Prepare and submit imagery to the Live Pricing/Buying team within agreed timelines to support efficient product assessment.
• Work collaboratively with Buying and Studio teams to support a smooth intake and pricing workflow.

Stockroom Support

• Support back of house operations to ensure smooth day to day store functionality, including stock organisation, preparation, and replenishment (where needed).
• Assist with product intake processes by preparing items for display, ensuring presentation standards are met, and supporting operational flow between shopfloor, buying, and studio teams.
• Support visual merchandising changes, stock movements, and floor replenishment in line with business priorities.
• Assist with operational tasks such as packaging, transfers, stock checks, and general store logistics where required.
• Work collaboratively with the back of house team to ensure processes align with commercial objectives and customer experience.

Conduct & Standards

• Adhere to all company policies and procedures at all times, including the Company’s Code of Conduct, and work in line with Designer Exchange values.
• Act with integrity, professionalism, and ethical behaviour, contributing to a positive and respectful working environment.
• Maintain appropriate standards of conduct and behaviour in all interactions with customers, colleagues, and management.
• Ensure the Store is clean and tidy in line with Company Policies and Procedures, so that the Store meets the agreed company standards for open and closing times, appearance, housekeeping and product display.
• Ensure the store is kept clean, tidy, and well-presented in line with company standards, including appearance, housekeeping, and product display.

Working Conditions

The role requires flexibility in working hours to support store operations and business requirements, in line with store operating hours and workload demands.

The above list is not exhaustive and you may be required to carry out additional duties to meet the needs of the business.

Job Description

Reporting to: General Manager

As a Client Advisor, you will be responsible for delivering a high standard of customer service while supporting the sales team in day-to-day operations. This includes assisting customers with enquiries, processing transactions, and maintaining a tidy, well-presented store.

You will represent Designer Exchange values at all times, contributing to a welcoming, respectful, and premium shopping experience.

Key Responsibilities

Customer Service

• Welcome clients warmly and provide attentive, professional support throughout their visit.
• Offer informed product recommendations, styling advice, and clear information on promotions to enhance the customer experience.
• Handle customer enquiries, requests, and complaints courteously and efficiently, escalating issues to the Store Management Team where appropriate.
• Work collaboratively with colleagues to ensure seamless handovers between buying, operations, and shopfloor teams, creating a consistent client experience.
• Understand and apply solution-selling techniques, consistently identifying opportunities for upselling and add-on sales with both new and existing clients.

Sales Support

• Actively contribute to achieving store sales targets in line with company strategy by engaging customers and promoting products effectively.
• Capture, maintain, and update customer information accurately to support effective use of the CRM and Client Book.
• Understand and apply solution-selling techniques, consistently identifying opportunities for upselling and add-on sales with both new and existing clients.
• Maintain up-to-date knowledge of Designer Exchange products, services, and promotions.
• Support the Store Management Team by ensuring paperwork and spreadsheets are completed accurately and on time, and by flagging stock or marketing material shortages where required.

Buy-In & Product Support

• Support the buying journey by assisting with initial client enquiries regarding selling items, directing clients to the appropriate team or process
• Demonstrate basic awareness of product condition, authenticity indicators, and brand positioning when handling stock or client enquiries.
• Assist with intake preparation where required, including organising items, checking presentation standards, and supporting operational flow between buying and shopfloor teams.
• Capture clear, accurate product images in line with brand, category, and company presentation guidelines.
• Ensure all required angles and key details are documented, including logos, serial numbers, hardware, interior details, and areas of wear where applicable.
• Prepare and submit imagery to the Live Pricing/Buying team within agreed timelines to support efficient product assessment.
• Work collaboratively with Buying and Studio teams to support a smooth intake and pricing workflow.

Stockroom Support

• Support back of house operations to ensure smooth day to day store functionality, including stock organisation, preparation, and replenishment (where needed).
• Assist with product intake processes by preparing items for display, ensuring presentation standards are met, and supporting operational flow between shopfloor, buying, and studio teams.
• Support visual merchandising changes, stock movements, and floor replenishment in line with business priorities.
• Assist with operational tasks such as packaging, transfers, stock checks, and general store logistics where required.
• Work collaboratively with the back of house team to ensure processes align with commercial objectives and customer experience.

Conduct & Standards

• Adhere to all company policies and procedures at all times, including the Company’s Code of Conduct, and work in line with Designer Exchange values.
• Act with integrity, professionalism, and ethical behaviour, contributing to a positive and respectful working environment.
• Maintain appropriate standards of conduct and behaviour in all interactions with customers, colleagues, and management.
• Ensure the Store is clean and tidy in line with Company Policies and Procedures, so that the Store meets the agreed company standards for open and closing times, appearance, housekeeping and product display.
• Ensure the store is kept clean, tidy, and well-presented in line with company standards, including appearance, housekeeping, and product display.

Working Conditions

The role requires flexibility in working hours to support store operations and business requirements, in line with store operating hours and workload demands.

The above list is not exhaustive and you may be required to carry out additional duties to meet the needs of the business.