JOB ACCOUNTABILITY

Customer Experience Store Manager

STORE OPERATIONS OVERVIEW

Customer Experience Manager directs and leads the store to achieve the store objectives with regards to customer experience, sales and profit, team staffing, training, development and accountability. Reports to District Manager.

ACCOUNTABILITIES

LEADERSHIP Customer Experience

ӽ Leads the team in building lifelong relationships with our customer, the #1 priority ӽ Strives to exceed internal and external customer expectations ӽProvides current fandom knowledge and information to employees and customers ӽ Shows genuine interest in providing a haven where one of a kind fans join for nurture, fandom and fun ӽ Ensures that all employees are properly trained, developed and are utilizing their skills to meet customers’ needs ӽ Stays connected through applicable platforms (social media opportunities, HT App, clientelling, etc.)

Management ӽ “Agent of Change” ; promotes, owns, and celebrates the new ӽ Demonstrates the 5 Basic Management Skills ӽ Creates a team environment which fosters loyalty ӽ Makes decisions in the best interest of the customer (both internal and external) ӽ Provides clear and effective direction to the team ӽ Takes responsibility for own performance and that of the team while consistently meeting commitments

STORE SALES & SHRINK RESULTS

Drive for Results ӽ Pursues sales opportunities with a sense of urgency, anticipates and overcomes obstacles, and follows through effectively ӽ Embraces new technology knowing it improves efficiency, productivity, increases customers’ options and the quality of their experience ӽ Maximizes use of all available Omnichannels; Ensures that all employees are trained, developed, and utilizing skills to meet customers’ needs ӽ Utilize available tools to identify sales opportunities to improve customer experience and increase sales volume ӽ Manage store shrink within the Company guidelines and shrink goals ӽ Manages store payroll hours within the Company guidelines to optimize customer experience ӽ Delegates effectively utilizing other’s strength ӽ Stays focused on goals, knows what outcome is expected, and leads team to achieve

Operations ӽ Understands, complies, and educates store team members on company policies and procedures ӽ Properly controls supply ownership, spending only as needed ӽ Maintains all required paperwork and reporting administration in an organized manner ӽ Establishes realistic and specific plans that will meet company objectives and deadlines ӽ Complies with and educates staff on all loss prevention policies and procedures ӽ Manages cash over/shorts ӽ Aware of external factors affecting business (school schedules, mall event) and staffs appropriately and within budget Merchandise Presentation ӽ Demonstrates good judgment and follow through in the implementation of Company visual standards ӽ Ensures that store is merchandised using planogram as a guide ӽ Maintains housekeeping standards; sales floor and backroom ӽ Implements all promotional guidelines in a timely manner.

Guides & Develops Others ӽ Owns the customer experience by identifying, recruiting, and building a happy, positive, and optimistic team ӽ Identifies performance objectives, coaches, and develops employees to achieve goals ӽ Provides timely and effective feedback on performance ӽ Completes thorough performance evaluations ӽ Encourages employee ownership for performance and development, recognizes and rewards performance that exceeds expectations ӽ Mentors employees on career goals and road map REQUIREMENTS

Experience & Education ӽ Minimum 1-2 year of retail store management experience ӽ Previous customer service experience ӽ Minimum of high school graduate or GED equivalent; college degree a plus

Competencies & Skills ӽ Demonstrate excellent leadership, time management, and customer service skills ӽ Excellent verbal and written communication skills ӽ “Can do” attitude and a team player ӽ Flexible and adaptive to environment, changes, challenges, job duties and work schedules ӽ Inquisitiveness and open mind regarding pop culture and trends

Physical Requirements (with or without reasonable accommodation) ӽ Able to stand and walk around during scheduled hours ӽ Able to pack and unpack shipments, arrange and move store fixtures, and move packages weighing up to 50 pounds ӽ Able to reach for merchandise using the ladders, step stool, merchandise retrieving pole, etc. ӽ Able to use store equipment including cash registers, sensors, cutters, scissors, hand truck, etc. ӽ Able to remain calm and focused under pressure

Job Type: Full-time

Pay: $20.55 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Every weekend
• Monday to Friday

Work Location: In person