Department: Field Revision Date 9/2023
FLSA Status: Exempt Business Unit: Retail
Job Code: EEO-1: 1.2
Market Manager
New Job Current Job Revisions
Summary:
Responsible for delivering the Visionworks brand experience for multiple stores in a geographic area, Span of control/influence will encompass 5-8 Retail locations. Through Operational Excellence will lead, develop, and manage the Clinical and Retail team in the execution of sales, services, clinical and retail activities and processes. This may vary by Doctor modality. Ensure the Visionworks culture is a strong and living reality. Make Visionworks a great place to work for the Clinical and Retail team by creating a work environment that is respectful to all, values differences and collaboration, welcomes and acts on feedback, celebrates and has fun, and is focused on growth and internal promotion of our talent. Lead and supervise the Clinical and Retail (as appropriate by Doctor modality) store teams to include selection, learning and development, coaching, counseling and performance management. This role will have close collaboration with the Territory Director to ensure development of the Market Manager as they execute the responsibilities of their role.
Essential Responsibilities:
1. Manage and execute planning, prioritizing and delegation skills to maximize the overall sales and profitability of multiple locations within the area through the effective execution of ‘The Visionworks Way’ Operational Standards. Ensure that store management effectively utilizes Visionworks tools such as Zipline, Workplace, and the ‘Power of Three’ tools (Simple Shopping, Cares Service Model and OTX Point of Sale and EMR System).
2. Drive store sales results against budget as well as prior year results. In partnership with your Territory Director, develop, by store, business plans as part of seasonal planning process and maintain/monitor store action plans.
3. (Employed Modality) Ensure that Retail and OD labor is appropriate to meet the patient and customer demand. Manage the labor scheduling and budget for the Retail and Clinical Support team while partnering with Centralized OD function to ensure needs are met for appointment slots and OD schedules. Elevate OD scheduling concerns to the Centralized OD function as necessary.
4. Ensure that all customer service practices are in place and that complaints are responded to quickly and corrective action implemented as required.
5. Monitor all financial expense and operational controls to include adherence to appropriate staffing/payroll guidelines.
6. Develop a talent pool to supply management needs and growth. Ensure store associate training and development programs are executed including optical training, service and sales training, OD development, Clinical Specialist and Optometric Technician training where applicable, and appropriate cross-training to support business needs.
7. Partner via your Territory Director with Support Center Partners to share feedback or elevate the needs of the area. This includes but is not limited to Talent Acquisition (supporting retail and OD recruitment efforts), Learning and Development, Stores in Transition/Expansion, Marketing, Merchandising, Central Manufacturing, HR Business Partners, and Network OD.
8. Ensure optimal EMR utilization, including consistency of one year out scheduling, leading to higher patient satisfaction/retention.
9. Develop and execute exam revenue and profit results of each store through people development and improved store operations.
10. Building and maintaining business relationships with doctors, while working to solidify a positive relationship between the General Manager and the OD Partner in each location. Employed Modality leaders will work with ODs in a Manage Reporting relationship.
11. Ensure store standards for cleanliness, equipment functionality, general store repairs, visual merchandising and signage, inventory accuracy, safety, security, associate communication and rest areas are met and issues are elevated for support when needed.
12. Keep abreast of competitor activity in the Zone and keep appropriate Support Center personnel advised. Ensure information is maintained and up to date in manage report stores.
13. Ensure stores adhere to all company safety standards, policies, and procedures
Experience/Education:

• Bachelor’s degree or equivalent work related experience required
• Two (2) or more years of multi-unit retail management experience
• Optical retail management experience preferred

Key Requirements:

• Favorable result on Background Check including Motor Vehicle Report
• Must have own vehicle and be an insured, licensed driver in current state of residence

Mental/Physical Requirements:

• Professional written and verbal communication and interpersonal skills
• Multi-unit supervisory experience
• Optical experience a plus
• Relocation flexibility
• Strong organization skills
• Flexible schedules
• Must be able to personally drive and take commercial air transportation
• Extensive overnight travel depending on store geography
• Ability to think logically
• Ability to analyze and interpret financial data
• Work under stress with interruptions and deadlines
• Normal retail environment
• Viewing of computer screens
• Attention to detail
• Enter and retrieve data from computer
• Exhibit empathy and good phone resolution skills
• Problem solving/reasoning
• Interpreting numbers/data
• Drive automatic equipment/vehicle continuously

Essential Responsibilities related to Physical Demands/Work Environment:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. Position requires frequent travel, inclusive of air travel.
Activity Amount of Time
None Under 1/3 1/3 to 2/3 Over 2/3
Stand X
Walk X
Sit X
Use hands to touch, handle, or feel X
Reach with Hands and Arms X
Climb or balance
Stoop, kneel, crouch, or crawl
Talk or hear X
Essential Responsibilities related to Behavioral Characteristics:

• Must be detail orientated and well organized.
• Must be able to communicate clearly and effectively with varied levels of leadership and customer/patients.
• Must be energetic and self-motivated.
• Must be a team player.
• Must be able to problem solve.
• Ability to work onsite and participate in interactive onsite meetings on a regular and predictable basis.
• Ability to initiate immediate interaction, coordination and collaboration with team members, vendors, customers etc.

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.
Visionworks is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, sex, age, sexual orientation, gender, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state or local law.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. As required by changing business needs, complete additional essential responsibilities as identified and assigned.