Sr. Store Manager, Customer Experience

Position Overview

The primary role of the Sr. Store Manager, Customer Experience position is to provide leadership that drives sales and creates exceptional customer experience. This position is responsible for daily store operations, exceptional customer service, staffing and merchandising, and for developing strong associate morale and a positive work environment. This position will be critical in managing a complex matrixed location including ownership of our relationship with cross functional partners and Leadership team on the overall Best in Class Experience at our Stadium Retail Location.

While driving operational excellence, the Sr. Store Manager, Customer Experience will be accountable for driving sales results and focused on recruiting and staffing qualified team members in our Stadium Location. The Sr. Store Manager, Customer Experience delivers exceptional consumer experience to maximize both sales and customer satisfaction, while building a solid foundation of teamwork and a positive culture amongst all teammates.

Essential Job Functions

• Contributes to stores financial growth through driving sales, managing expenses, payroll control, and implementing plans for increased profitability.
• Accountable for operational results in store procedures, inventory control, and managing inventory shrink.
• Execute flawless store visual presentation by following corporate visual guidelines and recommending merchandising adaptations where needed.
• Set standards of excellent customer service on driving top line sales, acquiring the customers’ needs, and the overall in-store experience through training and development of the sales staff.
• Achieve sales targets, profit and loss prevention goals as identified on store annual budget, with the assistance from the District Operations Manager.
• Recruit, train, and lead a team of experienced store associates in an ever-changing environment.
• Create an environment of trust, growth, and teamwork with your store team to ensure the retention of top talent.
• Communicate efficiently and effectively to all key stakeholders and departments in a timely manner.
• Hold each member of the store team accountable to meeting/exceeding organization expectations through weekly productivity conversations, daily coaching, and performance recognition as well as performance action notices, as necessary.
• Provide detailed and affective feedback to the District Operations Manager on merchandise opportunities, operational effectiveness, and close partnership with updated communication on all staffing and people needs.
• Comply with Policies & Procedures, operational core competencies and key accountabilities.
• Optimization of business and financial outcomes using sales data/results, consumer insights, and competitive intelligence
• The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives.
• Ensure that employee time records are audited and approved for each pay cycle and approve staff PTO including sick pay and vacation requests
• Perform duties and other job functions or tasks which are deemed necessary to meet business demands.
• Ability to work non-traditional hours, in non-traditional settings.
  
  

Qualifications

• High school diploma or equivalent work experience.
• 10+ years of retail store manager experience required, with at least 7+ years’ merchandising experience required.
• Strong verbal and written communication skills.
• Experience and demonstrated skills in supervising, coaching, and training sales associates.
• Strong apparel experience and merchandising is a plus.
• Extremely strong customer service focus and the ability to multi-task; with the desire to work in a demanding environment and an ability to adapt to an ever-changing environment.
• Excellent discretion, judgment, tact diplomacy and professionalism.
• Demonstrated ability to learn and adapt to new processes and systems.
• Must demonstrate an energetic, positive, and helpful demeanor.
• Strong critical thinking skills, ability to resolve technical, operational, and organizational challenges that impact financial efficiencies and operational effectiveness of the store.
• Strong leader with strategic business management skills, who can appropriately shift between tactical and strategic perspectives.
• Results-oriented, yet hands-on leader, experienced in strategic planning, team building and personnel development.
• Available to work flexible and often changing retail schedule to support the needs of the business which may change seasonally and in response to business trends and forecast. This will include nights, weekends, holidays without set days off each week.
• Proven Team building, recruitment, and leadership skills
• Will need to seek empowerment, be inquisitive, comfortable with ambiguity and possess versatile communication styles.
• Mature and tactful individuals, who can gain confidence and establish effective relationships with all levels of the organization.
• Organized, with excellent attention to detail.
• Exceptional work ethic, strong desire to succeed, eagerness to learn, enthusiastic, and passionate.
• Alert, confident, outgoing, friendly, helpful, and able to easily engage with people.
  
  

Physical/Mental Aspects of Position (includes but are not limited to):

• Frequent walking, standing for extended periods of time, sitting and stair climbing.
• Occasional bending, kneeling, pushing, pulling.
• Occasional lifting and carrying up to 50lbs.
• Use of ladders and/or step stools may be required.
• Assist with floor moves, merchandising, display maintenance, cleaning of the store including the restroom, and maintaining inventory assortment in back stock room.
• Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges, and project management deadlines.