Guest Retail Manager

Location: Cape Town South Africa
Work model: Hybrid (1 day from home plus general flexibility)
Salary: R50 000 - R70 000 CTC

Why youd want to work here

• 20 days leave 1 week after peak season
• Performance-based bonus and competitive salary
• Opportunity to go on tour
• Exposure to globally recognised luxury brands
• Fast-paced high-performing collaborative culture
• Resourceful solutions-driven team with a strong find a way attitude
• Diverse and inclusive environment
• Regular team socials (town halls team lunches cookouts)
• Work at the heart of an extraordinary guest experience

About our client Our client is a luxury adventure travel company operating exclusive expeditions from Cape Town. Theyre looking for a Guest Retail Manager to oversee and own the day-to-day operations of their exclusive online and seasonal in-store boutique. This is a high-touch role where youll manage inventory guest orders and fulfillment ensuring smooth coordination between stock customer purchases and expedition departures. Youll be the concierge-level retail contact for guests blending operational excellence with world-class service.

What the job involves

• Managing incoming stock deliveries and verifying quantities against purchase orders
• Inspecting product quality and reporting discrepancies or damage
• Maintaining accurate stock levels in the e-commerce system (Shopify)
• Conducting regular stock takes and reconciling system variances
• Consulting with guests on video calls explaining items and creating carts in the months leading up to season
• Ensuring items ordered are appropriate for each guests expedition requirements
• Monitoring and processing orders placed via the online boutique
• Linking each order to the relevant guest profile and departure date
• Coordinating order readiness based on guest arrival times
• Picking packing and verifying guest orders before handover
• Preparing orders for guest arrival at departure locations or hotels
• Processing refunds and exchanges with concierge-level service
• Managing return logistics and inventory reintegration
• Meeting guests on-site and handing over pre-ordered items
• Assisting guests with sizing exchanges or last-minute purchases
• Representing the brand in a polished guest-facing capacity during season
• Maintaining the physical boutique space clean neat restocked and well-functioning
• Generating regular sales reports from Shopify (draft orders completed orders pre-orders)
• Tracking purchasing trends across seasons to identify high-demand products
• Monitoring product performance and flagging low-stock or fast-selling items
• Analysing order patterns related to specific departures to ensure inventory aligns with guest numbers
• Providing periodic reports to management on boutique performance and revenue contribution

What you need to be considered

• 5 years experience in high-end hospitality or high-end exclusive retail
• Strong inventory and stock management experience
• Shopify experience (Admin management and POS)
• E-commerce fulfillment management experience
• Boutique store management experience
• Extremely organised and detail-oriented
• Highly reliable and admin-focused
• Polished presentation and communication skills suitable for luxury guests
• Fluent in English
• Own vehicle and valid drivers licence
• Calm and solutions-driven when handling requests or changes
• Ability to collaborate with various teams (Merchandise Warehouse Finance)

Bonus points if you

• Have worked in luxury expedition or adventure travel retail
• Have experience managing draft orders and pre-order workflows
• Are comfortable with video consultations and guest communication
• Have a background in high-touch concierge-level service
• Have experience managing seasonal or event-based retail operations