Retail & Adventure Experience Advisor
About the Job
- 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.
- 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.
- 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.
- 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
- 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.