K&L Wine Merchants

Lead daily retail operations, develop team performance, manage inventory and sales, and ensure excellent customer experience. | Requires 5+ years in retail or hospitality leadership, experience managing P&L, and a background in premium retail or culinary industries, with a preference for wine and spirits experience. | K&L Wine Merchants is searching for a Retail General Manager to lead day-to-day operations of our Redwood City retail store. This is a highly visible leadership role responsible for all aspects of the store's overall performance. This role is accountable for operational excellence, driving team performance and productivity, exceptional customer service and strict adherence to all K&L’s SOPs, policies and practices. The manager will own their labor budget, operational expenses, inventory accuracy, store merchandising and profitability while translating company priorities into daily execution that fuels sales growth, and an outstanding, premium wine and spirits in-store experience. This role is ideal for a hands-on premium retail leader who takes pride and ownership in their store's excellent customer experience, business performance, building a high-performing team and fostering a thriving team culture. A leader who leads from the floor and brings operational discipline to retail and fulfillment workflows. Job Responsibilities Leadership: Coach, mentor, and develop retail and operations team members Conduct performance assessments and manage corrective action as needed Create schedules aligned to business volume and operational priorities Foster a culture of accountability, professionalism, and teamwork Participate in hiring, onboarding, and training of new team members Operations: Lead daily retail, fulfillment, and inventory operations Ensure excellence across POS, pickup, delivery, transfers, and shipping workflows Oversee receiving, inventory control, and quarterly physical inventory Maintain a safe, organized, and highly functional retail facility Ensure compliance with legal, safety, and company standards Merchandising & Sales: Partner with Buyers to maintain appropriate inventory levels and product flow Execute merchandising standards that support sales and customer engagement Translate company initiatives into effective in-store execution that drives sales growth Financial Performance: Manage labor scheduling to align with budget and business needs Certify payroll and oversee cash handling, banking, and reconciliation processes Monitor operational expenses and contribute to store profitability Customer Experience: Serve as escalation point for customer and order issues Promote a customer-first culture across the team Partner cross-functionally to ensure timely and accurate order fulfillment Job Requirements Knowledge, Skills, & Abilities: Demonstrated excellence in interpersonal, motivational leadership and team development skills Ability to manage multiple priorities in a high-volume environment Strong problem-solving and organizational skills Ability to prioritize and delegate tasks effectively Ability to multi-task, show excellent follow-through and see the big picture Positive and engaging energy, enthusiastic about our products, core values and company philosophy Ability to work in a fast-paced environment with ability to walk and stand for extended periods of time Desired Background and Experience: Bachelor's degree in business management or related field. 5+ years of experience in a leadership role in premium Retail/Culinary/Hospitality or related industries Wine and spirits industry experience, a preferred plus Experience working in an omnichannel retail environment overseeing both in-store and online retail workflows Customer Service Focus Team Building Employee Relations Store Operations (Inventory, Labor Management, Cost Control) Marketing (Pricing, Merchandising) Managing P&L Experience operating warehouse equipment and lifting up to 50 lbs Why Join K&L Wine Merchants K&L Wine Merchants is a nationally recognized premium wine and spirits retailer known for a deep selection of fine products, operational excellence, deep product expertise and an exceptional customer experience across retail, auction, private clients, collectors and wine storage services. This role is critical to maintaining that standard at one of our flagship locations. Location Redwood City, California Department 600-RC Employment Type FTS Minimum Experience Senior Manager/Supervisor Compensation $110,000 - $115,000 per year

Provide expert customer service and product guidance via phone, email, and chat, process transactions, resolve order issues, and participate in weekly in-person tastings. | 13 years retail/customer-facing experience, passion for wine, excellent communication, NY residency within 30 miles of Manhattan, and availability for weekly in-person tastings. | Salary: $25-$27/hr About Us K&L Wine Merchants is one of the leading independent wine retailers in the United States. With four retail locations and a thriving online store, we offer a world-class selection of wine, spirits, and beer. We are a close-knit, growth-minded team dedicated to providing knowledgeable and personalized service to our loyal customers. If you're looking for an exciting career and a backstage pass to the world of wine and spirits, K&L is the place for you. What We're Looking For We are hiring a Customer Service Associate (Hybrid) who thrives on helping others, communicates with ease, and brings energy and positivity to every interaction. In this role, you will provide expert guidance and support to our customers via phone, email, and chat. This is a remote-first role (80% remote), with weekly in-person participation in educational staff tastings in Manhattan. Perks & Benefits • 100% employer-paid Medical, Dental, and Vision coverage (individual) • 401(k) with company contribution • 3 weeks of PTO annually (increases after 5 years) • 8 paid holidays • Generous employee discount • Weekly product tastings and ongoing sales training KeyResponsibilities • Deliver exceptional customer service and knowledgeable product recommendations via phone, email, and chat (4060 inbound calls/day) • Accurately process a variety of customer transactions including sales, pre-arrival orders, wine club sign-ups, shipping and delivery requests • Resolve customer issues related to order fulfillment, shipping, payments, and product availability • Manage customer service channels, including shared email inboxes, web-based help desk, and live chat • Develop and maintain expertise in domestic and international shipping logistics, including regulations, tax, weather delays, and insurance • Contribute product reviews, blog posts, and newsletter content • Participate in weekly educational tastings and occasional offsite events What Youll Bring • 13 years of experience in retail or customer-facing roles • Demonstrated passion for the wine and spirits industry • Excellent verbal and written communication skills • A professional, positive, and solution-oriented demeanor • Comfort in a desk-based, high-volume support environment (especially during OctDec) • Proficiency with Office 365 and web/email tools • Availability to work 40 hours per week including one weekend day. • Bachelors degree preferred • Must be a NY state resident, and live within 30 miles of Manhattan. • Ability to attend weekly in-person educational tasting in Manhattan. Physical & Environmental Requirements • Ability to perform desk-based work for all or the majority ofan 8-hour workday. • Ability to concentrate on individual tasks and make and receive phone calls in an open plan office environment. • Dexterity to enter and retrieve data using a computer keyboard and to operate standard office equipment. • Visual acuity to review text and images on a computer screen. Join K&L Wine Merchants and immerse yourself in a vibrant company culture where your passion for wine and commitment to service will help shape unforgettable customer experiences. K&L Wine Merchants is an Equal Opportunity Employer. We value diversity and inclusion and consider all applicants without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other protected status.