• Manages employees and sales operations of the General Merchandise department. Coordinates sales promotions and advertising.

• Sales & Guest Service

• Team Development

• Sales Management

• Inventory Control & Management

• Operations

• Retail Environment

Team Development

• Provides training for all General Merchandise employees and keeps them current on all training requirements.

• Conducts daily huddles for progress on sales goals, tasks to be completed, and urgent communication matters.

• Conducts weekly team meetings to discuss policies, and train on product knowledge/sales skills/guest service standards.

• Promotes team collaboration within and across all departments.

• Attend General Merchandise management and dealership meetings as needed.

• Identifies developmental areas of team members and provides resources to grow their skills as needed.

• Provides support as needed to other departments.

• Creates opportunities for team members to succeed and praises/rewards. Uses an incentive/positive reinforcement approach in developing team members

Sales Management

• Implements sound management practices to grow the volume of GM Sales, maintain a GMROI above 150% and contribute acceptable levels of gross & net profit.

• Assists the General Merchandise director in developing daily, weekly, monthly, and yearly sales goals for the department and individual team members.

• Monitors progress towards goals every day and implements strategies to achieve them

o Net sales

o Average Dollar Sale

o Sales per hour

o Units per transaction

o Conversion rates

o Sales/Average to new bike owners

o Guest data capture

• Knows and coaches the CUSTOM Sales Process

• Is positive, enthusiastic, and energetic on the sales floor

• Motivates and uses sales strategies and best practices to grow the volume of General Merchandise sales.

• Ensures all frontline team members actively engage and sell to guests and capture guest data

• Manages customer outreach initiatives to drive traffic.

• Contributes to the development of a General Merchandise marketing and promotions calendar.

• Coordinate promotions with other departments to maximize return on promotions spend.

• Executes, at the store level, marketing promotions and campaigns to sell merchandise.

• Benchmarks other retailers to determine “best practice” standards.

• Leverage Harley-Davidson Motor Company programs and tools to market department effectively

• Provide reports to Dealer Principal or General Manager, as requested.

• Develop monthly and annual objectives for the department in collaboration with General Manager and General Merchandise Director.

• Keep current with General Merchandise products, promotions, and programs to assist with the development of sales strategies

Guest Service

• Sets the example for all frontline associates by providing superior guest service to internal and external guests. Including but not limited to:

o Engage guests immediately, in a courteous and friendly manner.

o Practice the 3 Main Things Philosophy.

o Create value in the Guest’s shopping experience.

o Maintain Quality Control / Sold Right the first-time environment.

o Handle all transactions, including phone, quickly, courteously, and to the customer’s satisfaction.

o Handle Guests’ concerns using HEAT.

o Handle guest complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to Superior Guest Service

o Maintain a first ring pick up of phone calls.

o Maintain a prompt messaging and call-back procedure for phone messages and guest inquiries

Inventory Management/Control

• Uses GMROII as the primary measure for determining the profitability of the department

• Reviews all stock orders to ensure a fast moving balanced inventory of General Merchandise. Coordinate orders with GM Buyers.

• Monitors quantities of stock to support demand and maintain/improve Key Performance Indicators

• Communicates as needed and required with GM Buyer to ensure appropriate stock levels, top sellers, slow movers, etc.

• Uses consistent practices to keep a high level of inventory accuracy

• Is familiar and efficient with all phases of the computer system required for General Merchandise inventory management

• Keep stock and backroom areas clean, organized, and efficient.

• Counts inventory either annually or on a regular ongoing schedule to insure accuracy.

• Maintain processes, policies, and action regarding employee and guest theft. Minimizes shrink wherever possible.

• Uses exceptional guest service and floor coverage as the number one deterrent to theft

• Follows the markdown strategy set forth by the General Merchandise department

Retail Environment

• Adheres to the HDMC and HD of Tampa presentation and visual merchandising guidelines. Make effective use:

o Floor Fixtures (specialty and workhorse)

o Perimeter Wall Systems

o Feature areas

o Visual Tools

• SRI kits and seasonal retail success guides

• Create visual displays that follow the seasonal delivery of product and promotions (i.e. holiday display themes, fashion shows, special events, etc.) and coordinate them with other departments.

• Maintains daily house-keeping . Ensure employees keep the retail environment in clean, well dusted, and appealing to guests.

• Uses merchandising as a primary strategy to creating a premium shopping experience for guests and a functional sales tool for team members.

• Creates clear and easy to identify departments (men’s, women’s, riding gear, t-shirts, gifts & collectibles) and product categories

• Rotates product regularly to engage all guests. Uses visual displays strategically to drive traffic and encourage multiple item sales

• Creates logical adjacencies of departments, product categories, and products that inspire traffic flow throughout the department and dealership and encourages add-ons and impulse purchases.

Supervisory Responsibilities

• Establish departmental work schedule, balancing the workloads of all employees.

• Manages the team schedule daily to ensure employment costs are in line with dealership goals

• Coordinates daily with the GM Team Lead on sales and operational goals.

• Ensure General Merchandise personnel are well trained and available when needed.

• Establish job assignments and sales goals for all General Merchandise personnel within their skill level.

• Sets the example for and enforces all policies and procedures of the dealership and FAMS organization. Including but not limited to:

o Dress code

o Code of conduct

o Operating philosophies outlined in the HD Golden Book

• Manage employee performance (evaluate and council) daily, weekly, and monthly

• Assist the General Manager and Director of General Merchandise with recruiting, interviewing, hiring, and terminating employees.

• Maintain accurate records of all employee performance reviews.

Commitments

• Models superior behavior based on the principles and philosophies found in our Golden Book.

• Exhibits exceptional quality of guest service and personal interaction.

• Prompt and available for flexible scheduling.

• Be honest and fair in all business dealings.

• Demonstrate the desire to grow the business.

• Adhere to the company uniform policy. Maintains, at all times, a professional appearance and attitude.

• Model superior guest service behavior for all General Merchandise personnel by maintaining positive relationships with guests, employees, General Manager and Dealer Principal

Qualifications & Job Requirements

• Experience with retail sales and inventory management.

• Prefer knowledge and experience with Harley-Davidson General Merchandise, and other products sold by the dealership, or the demonstrated ability to learn them quickly

• Knowledge and experience with POS, CRM, DMS, and database systems or the ability to quickly learn due to general knowledge & experience with computers.

• Knowledge and experience with Microsoft Office preferred, specifically Excel

• Competitive salary commensurate with experience.
• Excellent growth and opportunities for advancement.
• Modern, state-of-the-art service facilities.
• Paid training and education to achieve, and maintain, any job certifications required.
• 401K with company participation.
• Competitive Health, Dental, Vision and Life insurance programs for employees and their families.
• Short-term & long-term disability insurance available.
• HSA (health savings account).PTO (paid time off).
• Employee pricing for new & used motorcycles service parts and merchandise.