Retail & Customer Experience Manager

Ferndale Market is seeking a collaborative leader to serve as our Retail & Customer Experience Manager. This is a diverse role, spanning staff and customer management for both our on-farm local foods store and our growing ecommerce business. The job includes leading our retail team and all operational aspects of brick-and-mortar retail, as well as overseeing strategy and customer experience for ecommerce. 

The retail-focused portion of the role includes staffing and inventory management, product merchandising, and showcasing our unique position as a destination retailer for local foods and our own turkey products. Responsibilities also include management of our annual signature event, TurkeyFest, and our online fresh turkey reservation process. 

The ecommerce-oriented portion of the role oversees the strategy and customer experience of our shop site. Day to day responsibilities include: working with our web services provider to manage all aspects of the online shopping experience; customer service management; and communicating closely with our operations team on order fulfillment.

The Retail Manager role involves significant collaboration with our Marketing & Communications Manager for messaging, design, and customer experience work, as well as coordination with our sales/operations team for inventory forecasting, logistics, and fulfillment. Additionally, the Retail Manager will be a lead contact for our contracted web services provider.

This position requires previous management experience, preferably in retail or an operations-oriented role. We’re looking for a candidate with a proven track record of exceptional customer service, and strong written and verbal communication skills, who enjoys independent problem solving and continued learning. Finally, we approach business as an opportunity for long-term, win-win partnerships among our customers, team, and vendors. We seek someone who shares that spirit.  

CORE RESPONSIBILITIES

People

• Ensure a consistent guest shopping experience that reflects our values and mission.
• Manage retail staff, including hiring, training, and regular team communication.
• Build staffing schedule, considering staff requests.
• Engage and contribute in management team weekly meetings.
• Meet regularly with Owner/General Manager.
• Work closely with Marketing & Communications Manager on marketing, social media, and e-newsletter initiatives.
• Work closely with Operation Manager on ecommerce order fulfillment.
• Lead relationship with web services provider for management of our shop website.
• Work with our designer for in-store design needs.
• Be a leading voice in sharing the stories of our local food partners, and the “why” behind Ferndale Market.
• Engage with community and local food organizations to represent Ferndale Market and foster collaboration. 

Products

• Work closely with vendors and distributors to oversee all product ordering, merchandising, and product selection.
• Manage weekly ordering to efficiently maintain stock.
• Collaborate with local food partners and listen to customer feedback to ensure best product mix. 
• Proactively work with vendor partners on seasonal and large run items.
• Plan for product features to showcase items and boost sales.
• Responsible for inventory reviews.

Events

• Plan and execute our signature TurkeyFest event each November, including vendor selection, seasonal inventory management, and customer facing aspects of our online turkey reservation process.
• Represent Ferndale in off-site and community events.

 Administrative

• Be responsible for monthly profit and loss tracking.
• Understand necessary software and technology: point-of-sales system, Woo Commerce, Shipstation, online payment processing.
• Efficiently manage supplies inventory (bags, labels, etc.).
• Troubleshoot technology and maintenance issues related to POS system, refrigeration, phones, email.

WHY FERNDALE MARKET?

• Competitive pay
• Health insurance and retirement savings benefits
• Paid vacation
• In store discount
• Work with purpose and a great team!

TO APPLY

• Send a resume and cover letter to john@ferndalemarketonline.com.