Role Summary
Bring And Friends to life—our flagship Britomart concept built on Craft, Connection and Circularity. More than a retail store, it’s a destination where premium outdoor, active and lifestyle brands including Cotopaxi, Nocs, Hydro Flask, Gramicci, Salomon and KEEN come together to inspire adventure and community.
As a Keyholder, you’ll deliver exceptional customer experiences through outstanding service, authentic brand storytelling and expert product knowledge, while helping lead the day-to-day success of the store. You’ll support daily operations, maintain an inspiring retail environment, and confidently oversee opening and closing procedures. When the Team, Brand & Community Lead, Store Lead or Retail Operations team isn’t on site, you’ll step up to lead the floor, guide the team, and ensure every customer enjoys an exceptional And Friends experience.
Key focus areas
- Customer service
- Sales support
- Product knowledge
- Brand storytelling
- Store presentation
- Opening and closing duties
- Team support and floor leadership
- Main responsibilities
- Welcome customers and create a positive first impression.
- Understand customer needs and recommend the right products.
- Share product knowledge and brand stories in a natural way.
- Support selling, styling, fitting, add-ons, and after-sales care.
- Work towards the daily sales budget by taking initiative with customers.
- Build genuine customer relationships that encourage repeat visits and loyalty.
- Present our brands in line with Compendium’s direction in an aspirational way that makes customers want our products and helps create demand.
- Keep the sales floor clean, tidy, replenished, and customer-ready.
- Support VM standards, campaign displays, signage, and fixtures.
- Help with stock, online orders, deliveries, and stocktake tasks when needed.
- Perform opening and closing duties for the store.
- Act as a leader in the absence of the Team, Brand & Community Lead, Store Lead, or Retail Operations team member.
- Support the team during busy trade and help keep daily tasks on track.
- Take part in product, service, and brand training.
- Contribute to a positive and supportive team culture.
Success looks like
- Customers receive warm and helpful service.
- The role supports daily sales and a strong customer experience.
- Opening and closing duties are completed accurately and confidently.
- The team has clear support when senior leaders are not present.
- Customer relationships encourage repeat visits and loyalty.
- Product and brand knowledge is strong.
- The sales floor is tidy and well presented.
- Store standards and daily tasks are completed well.
Skills needed
- Retail, hospitality, customer service, or sales experience preferred.
- Genuine interest in the outdoors and/or running and the gear that helps people get outside, connect with nature and their community.
- Warm and confident communication style.
- Confidence taking responsibility and supporting others.
- Interest in products, brands, and customer connection.
- Reliable, positive, and proactive.
- Good attention to detail.
- Able to work weekends and peak trade periods.
