Sheet Society

Operations

• Technical Troubleshooting & Systems Support
• Resolve store-reported maintenance, tech, stock and customer issues, escalating when needed.
• Administer the ticketing platform and manage the task board, driving accountability for timely ticket resolution and proper execution of tasks across the business.
• Manage POS, Shopify, in-store content screens and operational system profiles.
• Responsible for the creation and ongoing maintenance of team member profiles across operational systems, including POS, Shopify, staff discounts and internal tools.
• Oversee store hours, fulfilment settings and retail key holder management in partnership with People & Culture.
• Communication & Continuous Improvement
• Work closely with the Retail Experience Lead to deploy store communications to ensure operational clarity and alignment.
• Lead and contribute to the development of store processes and standard operating procedures, taking ownership to maintain best practices, brand strategies and consistent execution.
• Coordinate retail initiatives, events, delivery schedules, voicemails, travel requests and team recognition.
• Drive cross-functional collaboration for new tools and processes, ensuring alignment and operational fit.
• Collaboration and Operational Excellence
• Drive store team accountability and performance tracking for stock management, in partnership with Merchandising, to ensure consistent adherence to processes and task expectations.
• Lead training and ownership of FOH & BOH stock processes to improve efficiency and insights.
• Manage replenishment allocation processes, including identifying and resolving errors, while supporting overall workflow efficiency and scheduling.
• Create and embed new processes related to stock management, operational performance and shrinkage, measuring results and feeding back insights to relevant stakeholders.
• Financial & Budget Support
• Upload and maintain retail store budgets in Kepler, ensuring accuracy and compliance.
• Monitor monthly store expenditures and provide insights on budget adherence.
• Coordinate and manage packaging, consumables and other operational orders within budgetary constraints.

Retail Operations Specialist

Sales

• Selling Sheet Society through engagement and genuine connections with customers, always being a brand ambassador.
• Educating our customers about our brand, offering expert styling advice, and enlightening them about our features and benefits that set us apart from the rest.
• Managing inbound customer calls/queries and setting team expectations.
• Working with the wider Sheet Society team to continually improve our service and customer experience by giving weekly feedback on products and sales inclusive of specific product selling performance.
• Assisting our customers, no matter what their reason for coming to the store.
• Providing a cohesive brand experience and level of service that is second to none.
• Ensuring financial budgets and KPIs are shared, reported, and driven with the team.
• Ensuring sales and store goals are met by maximising sales and gross profit, reviewing sales performance, and managing inventory to ensure total accuracy.
• Providing employee feedback to enhance the customer service experience while also reporting/managing individual team performance.
• Where necessary hold any performance conversations should the team’s performance not be meeting expectations.
• Assistance growing and nurturing a team of dreamers, fostering their capabilities and leaning into opportunities for their further development.
• Assisting in the rollout of Visual Merchandising changeover, either seasonally or with new product drops with both Product and Marketing teams.
• Including our monthly bed changeovers.
• Work with our WH and Operations teams when needed to coordinate store replenishment and recalls.
• Ensure the store floor is refilled and visually representable each day while meeting VM standards and/or guiding the casual team around you.
• Ensuring our brand standards for VM, beds, cleanliness, signage, displays etc are to always brand standards.
• Working closely with our Warehouse and Operations Support teams.
• Working to support Customer Service with Customer facing issues and resolve in store where possible.
• Ensuring all our operational daily tasks are completed including but not limited to managing and coordinating the back-of-house inbound replenishment (including the store refill replenishment), completing the weekly stock cycle counting and recalls and ensuring click and collect orders are working harmoniously.
• Ensuring all Store Communication via Slack or other brand channels including, brand information & updates as well as policy or process updates are being followed.
• Working to support Customer Service on customer facing issues and resolve in store where possible.
• Ensuring all our operational daily tasks are completed as instructed by your manager for the day.
• Ensuring any key store information or notes are shared with the wider team.

Retail Operations Specialist

Part-time Retail Sales Assistant