Director of Retail Customer Experience

SUMMARY

The purpose of this job is to create an atmosphere where excellent guest service is the norm. Motivates staff to see the business through the eyes of the guest and always puts developing and servicing the guest first. Delegates projects and daily duties ensuring satisfactory completion.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Create an environment where excellent customer service is the norm.

Act with integrity and as a role model for ethical behavior, is consistent and fair when dealing with others, and keeps commitments. Upholds our core values.

Maintain operations by initiating, coordinating, and enforcing program, operational and personnel policies and procedures.

Maintains Shop staff by recruiting, selectin g, orienting, and training new staff members. Coach, counsel, and discipline staff as needed documenting any areas of concern.

Evaluate and train staff on proper operation of all software, programs,point of sale system.

Maintain shop culture, look, and presentation of our shops. Act as quality control agent making sure products, shop appearance, and staffing is supporting our mission and values.

Replenish shop floor, collaborate with Shop Purchaser/Merchandiser to merchandise and change shop inventory by season.

Collaborate with Buyer and Inventory Specialist to formulate pricing policies and determine additional sales promotions by reviewing merchandising activities and researching competing vendors.

Use sales data to perform regular store merchandise refreshes to help move product and /or increase product visibility.

Work with VP of Operations and VP of Finance to achieve financial objectives by adhering to an annual budget, scheduling expenditures, and analyzing financial statements in order to analyze variances and initiate corrective actions.

Plan and create monthly Staff shift schedule. Make adjustment for staff hours not reported properly. Approve ADP bi-monthly for payroll.

Set priorities for staff and manage work goals to accomplish the strategic objectives of the Shop.

Create daily Shop Staff Check in to communicate any pertinent information.

Perform and document bi-weekly staff one on ones and quarterly performance reviews.

Coordinate efforts of online store including adding new items and updating products. Oversee Online orders, making sure they are fulfilled and mailed in a timely manner.

Work with VP of Operations in the planning and execution of the annual Junior League Christmas Affair.

Help coordinate end-of-year inventory with Inventory specialist and accounting department to ensure proper planning and support.

• Train Shop Volunteers on systems, policies, and procedures. Communicate with Volunteers when needed.
• Collaborate with Social Media staff to coordinate posts for Shop merchandise and events.
• Supports BiG and development of Shop Next Door/Sunflower room with food service and new initiatives.

Assists with Events and in Caf as needed: Luncheons (Ex. Tours and Volunteers), Late Night Events, Christmas Affair, Honey Launch, and other events as assigned.

Plans, schedules, coordinates, and helps execute Retail Events. Assist with events in the Amazing Grace Building as assigned.

Ensures that Deposit is counted/verified by two different team members and is accurate. Takes deposit to bank and deposits weekly. If unable to take deposit, lets Director of Operations know in advance so Director of Ops can take it personally or assign another team member to take the deposit and have them confirm (signing or electronically) that they took the deposit.

Ensure that all protocols are followed and continual improvements are made in reducing loss of any kind (dumps, damaged items, theft, etc.) to maximize the profitability of the Shop and its support of our Mission. Support Inventory Manager with Cycle Counts, collaborate with Controller and Accounting Team and assist with leading End of Year Inventory.

Collaborate with the Inventory Manager to promote current and new Citizen enterprises in the Shop.

Responsible for Corporate Orders of Citizen Product

• Market BiG products to the public, working to secure corporate orders throughout the year.
• Develop and implement an invoicing and order fulfillment plan which could include shipping and/or delivery.
• Communicate with Inventory Manager and/or program representatives to assure we have needed product.
• Create a corporate order catalog.
• Strategize new revenue streams-party favors, invitations, etc.
• Reengage former Corporate partners to see if we can continue to provide them with new products.

Responsible for creating strategy and execution of Pie Sales.

• Act as point person for sales of BiG Pies outside of the Shop and caf.

• Market pies for holidays and year-round.
• Strategize other ways to market our pies to increase sales: Pie of the Month, etc.

• Responsible for the strategy and management of E-commerce/Online Sales.
• Coordinate efforts of online store including adding new items and updating products.
• Ensure online items are fresh and in-stock regularly.

• Oversee Online orders, making sure they are fulfilled and mailed in a timely manner.
• In partnership with the Enterprise Manager and the Director of Marketing and Communications, develop an online store promotion calendar annually and update the calendar monthly to take into account any newly added product offerings.

• Collaborate with Director of Marketing and Communications to coordinate posts for Shop Events, Pies, Wholesale/Corporate Orders and E-Commerce/Online Orders.
• SUPERVISORY RESPONSIBILITIES:

Maintain store staff by coaching, counseling, and disciplining staff members, planning, monitoring, and appraising job results. Complete store operational requirements by scheduling and assigning staff members; following up on work results. Champion development by identifying staff member's strengths and weaknesses, celebrate accomplishments and provide continuous feedback, Be willing and able to work alongside adults with special needs as well as volunteers. While you may not have direct supervision of them, you will need to be able to work together and direct as needed

• QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and Experience - Possess a strong retail background. Prefer college degree, associate degree or equivalent for a two-year college or technical school; or one to three years related experience and or/training; or equivalent combination of education and experience.
• Skills and Abilities - Must possess above average people skills, including the ability to collaborate effectively with co-workers and customers at all levels with BiG. The incumbent must have good oral and written communication skills, especially the ability to meet the public. Strong computer skills required -POS System, Excel, word processing, Microsoft 365, Email.
• Language Skills - Employee must have excellent oral and written communication skills, especially the ability to meet the public and effectively communicate the mission and vision of BiG.
• Mathematical Skills- Must have the ability to calculate and apply concepts of basic business math including the computing of percentages, discounts, and values. Must be able to balance cash drawers, calculate average dollar transactions, payroll costs, shortages, and loss. Must be able to apply math skills to verify voids, refunds, exchanges, and staff purchases.
• Reasoning Ability - Ability to apply common sense understanding to carryout instructions furnished in written, oral or diagram form. Must have the ability to deal with problems involving several variables in standardized situations. Must be able to multi-task and set priorities.

Certificates, Licenses, Registrations Take Food Handler Certification training and pass Food Handler Certification Test within 30 days of beginning employment.

• Interpersonal skills- Must possess above average people skills, including the ability to collaborate effectively with co-workers, Citizens, volunteers, and guests at all levels with BiG.
• PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Required to use hands and arms to lift and stock shelves and displays both on the sales floor and in the stockroom. Climbing a step ladder, stooping, kneeling, crouching, crawling is required Ability to lift or move up to fifty pounds; stand, walk, and sit; kneel stoop and crouch. Be able to go up and down stairs numerous times a day. Be standing for long periods of time-up to 8 hours a day.

Talking or hearing over the telephone is required. Specific vision abilities required by this job include close and color vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• WORK ENVIRONMENT - Working indoors in a climate-controlled environment. May have to go up stairs several times a day as well as go to other buildings to secure product.