Retail & Adventure Experience Advisor

About the Job 1. Retail Sales & Customer Experience (Primary Responsibility) • Be the first point of contact on the shop floor: approach customers unprompted and open a conversation. • Use structured discovery — destination, season, terrain, trip duration — to match customers to the right technical product. • Fit and outfit travellers: layering systems, backpack fitting, footwear sizing, sleep systems. • Achieve individual and store sales targets, and maintain conversion, average transaction value and units-per-transaction standards. • Process transactions accurately at POS; handle exchanges, returns and warranty claims in line with policy. 2. Technical Product Knowledge • Build working expertise in fabric and insulation technology, waterproofing and breathability ratings, pack load-carrying, and gear care. • Complete brand training modules and pass product knowledge checks. • Explain technical features in plain language so customers can make an informed choice. 3. X-Trekkers Tour Support (Secondary Responsibility, during Retail Off Peak) • Respond to trip enquiries across WhatsApp, email and web forms within agreed service levels. • Prepare quotations, issue booking confirmations, and keep the booking system and CRM current. • Assemble pre-departure packs: itineraries, packing lists, participant forms, indemnity and waiver documents. • Support departure logistics — participant checklists, permits, transport and accommodation confirmations. • Follow up after trips: collect feedback, request reviews, and re-engage participants for the next departure. 4. Cross-Business Lead Generation • Identify retail customers whose travel plans fit an X-Trekkers departure; introduce the trip and log the lead in CRM for tour operations to take forward. • Introduce X-Trekkers participants to the gear their booked trip requires, in store or online. • This is a measured and paid outcome 5. Back-of-House, E-commerce & Content • Pick, pack and dispatch online orders; handle online customer queries. • Support stock counts, goods receiving, price and label changes, and visual merchandising resets. • Contribute trip and product content: photographs, short-form video, in-store event support, newsletter input, and generating customer reviews Essential Skills: • Minimum Nitec or GCE ‘O’ Level, or equivalent practical experience in a customer-facing role. • Written and spoken English sufficient to serve customers and to draft clear customer correspondence, quotations and trip documents without supervision. • Comfortable approaching customers unprompted, and able to sustain service quality across a full rostered shift. • Accurate with detail — bookings, participant records and stock counts need to be right the first time. • Competent with everyday business tools: POS, email, WhatsApp Business, and Google Sheets or Excel. • Available for rostered shifts including weekends, public holidays and peak retail periods. Nice to have Skills: • Prior experience in specialty retail, travel, tourism or hospitality. • Personal experience of hiking, trekking, camping, climbing or multi-day travel — enough to speak credibly with customers about gear in real use. • Familiarity with an e-commerce platform (Shopify) or a booking / reservation system. • Valid first aid certification.