The Store Manager is responsible for driving store performance and building a strong team that delivers an outstanding guest experience. This role is accountable for all daily store operations and takes ownership of the successful execution of all day-to-day merchandising, operations, and service management tasks.

This critical role is instrumental in ensuring that outstanding guest engagement is consistently delivered through the team, providing in-the-moment coaching and feedback and being an active presence on the sales floor to lead by example. The Store Manager embodies a guest-first mentality and is responsible for elevating the guest experience, as well as supporting the Director of Retail in both routine tasks and special projects.

Reporting to: Director of Retail 

What You’ll Do

Guest

• Implement and evolve the store selling vision and constantly evaluate the impact of delivery.
• Promote fantastic product knowledge across the team, identifying opportunities to provide additional resources to more effectively educate our guests.
• Identify opportunities to remove barriers to performance, influencing key partners to get the right outcome for the guest and the team.
• Actively seek guest feedback to understand our performance and opportunities to evolve, escalating this to the Director of Retail.
• Demonstrate passion for the guest by being a visible presence on the sales floor and working shoulder-to-shoulder with your team.
• Leverage soft skills to ensure customers feel comfortable and welcome.
• Engage the team to deliver sales and KPI goals and understand how to motivate the team to achieve sales plan.
• Evaluate in-store experiences, reviewing available tools to ensure they evolve as needed to remain unique.
• Monitor the local market and ensure the store experience remains elevated and premium.

Team

• Highlight training needs to develop skills and behaviors within the Leadership and Associate teams.
• Ensure great performance is recognized consistently to drive engagement and foster a culture of positivity and celebration.
• Oversee store schedules in accordance with our trading calendar and labor budget, ensuring the right team members are planned at the right time to support delivering sales and KPI goals.
• Act as a mentor to foster growth and development within the team.
• Be the role model for delivering exceptional coaching and feedback to the team, supporting other leaders to deliver to the same standard.
• Use available resources to ensure the team knows how they are performing and work with in-store partners to fill skill gaps and evolve development practices.
• Connect with your team on a regular basis to understand their needs and how you can support them.
• Collaborate with other store teams to ensure synergy from Back to Front of House.
• Ensure individual touch bases and team meetings are in place across leadership to streamline the flow of communication and deliver feedback outside the annual review cycle.

 Store

• Evaluate floor leadership responsibilities across the team, providing feedback and establishing a framework to maintain a world-class guest experience.
• Actively drive omnichannel sales, working with the leadership team to maximize results.
• Learn and understand all experiences on the sales floor.
• Ensure decision-making is rooted in commerciality and what is right for the guest experience.
• Partner with Managers and Leads to drive efficiencies in store operations and take action to evolve best practices.
• Audit loss prevention actions on a weekly basis to reduce overall shrink.
• Audit weekly cash handling processes and record keeping, ensuring cash loss and credit card chargebacks are reduced to a minimum.
• Work with the Facilities, Visuals, and Operations teams to maintain the high standard required of a flagship environment each day.
• Monitor labor spend vs budget and take action to adjust spend based on sales performance.
• Influence merchandising, planograms, and product placement in the store based on sales data and guest feedback.
• Comp shop other retailers and experience-based attractions in New York City to analyze their products, offerings, and services to remain competitive.
• Proactively and regularly connect with in-store vendors and 3rd party contractors to ensure key communications are being shared and goals are aligned.  
• Consistently review sales data, best sellers, and department reporting to better understand and drive your business.

What You Have

•  5+ years experience in a senior leadership role within a fast-paced premium retail or experience-based environment.
• Bachelor's degree in business or retail management or equivalent work experience.
• Excellent communication, collaboration, and interpersonal ability.
• Strong business acumen with the ability to use commercial reporting to drive decision-making
• Incredible soft skills and an influential leadership style with the ability to adapt to suit a diverse range of people.
• Excellent critical thinking and problem-solving abilities.
• Strong knowledge of inventory and shrink mitigation.
• Flexible and open full-time availability in line with a Flagship Retail environment across days, evenings, weekends, and holidays.
• Capable of lifting up to 25 pounds, and bending, twisting, and standing for long periods of time.

This job description should not be construed to contain every function/responsibility that may be required to be performed by this role. Employees are required to perform other related functions as assigned.