Retail Supervisor

Santa Barbara Zoo

Santa Barbara, CA

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JOB DETAILS

SALARY

$26.20–$27.30 Per Hour

SKILLS

Administrative Skills, Analysis Skills, Best Practices, Budgeting, Business Administration, Business Operations, CPR Certification, Calendar Management, Coaching, Communication Skills, Computer Skills, Computer Software, Computer Terminals, Conflict Resolution, Conservation, Copying Machines, Customer Support/Service, Data Analysis, Database Report Tools, Detail Oriented, Employee Terminations, Establish Priorities, Exceeded Sales Goal, Fax Machines, First Aid, Forklift, Google Apps, Google Chrome Browser, Green Business, Hospitality and Tourism, Housekeeping/Cleaning, Human Resources, Identify Issues, Inventory Management, Inventory Reports, Lift/Move 50 Pounds, Maintain Compliance, Marketing, Merchandising, Microsoft Office, Multitasking, Needs Assessment, Negotiation Skills, New Store Openings, Office Equipment, Operational Audit, Operations, Organizational Skills, People Management, Performance Reviews, Physical Demands, Point of Sale (POS) Software, Point of Sale (POS) Systems, Presentation/Verbal Skills, Printers, Printing, Product Demonstration, Purchasing/Procurement, QoS (Quality of Service), Recreation, Recycling, Rentals, Resolve Customer Issues, Retail, Retail Management, Retail Merchandising, Retail Operations, Revenue Growth, Safety Compliance, Safety Process, Safety Training, Sales, Sales Analysis, Staff Development, Staff Policies, Staff Requirements, Staff Training, Standard Operating Procedures (SOP), Store Closing, Team Player, Time Management, Training/Teaching, Transaction Processing/Management, Two Way Radio, United States Department of Justice (DOJ), Up-Selling, Visual Merchandising, Voice Mail, Waste/Garbage/Recycle Collection, Writing Skills, Zoning

LOCATION

Santa Barbara, CA

POSTED

10 days ago

Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation!

This is a regular, full time, non exempt position
Compensation: $26.20 - $27.30 DOE
Schedule/Time Commitment: 5 days a week /7:30 am -7:30 pm / Monday – Sunday

SUMMARY:
Under the general direction of the Director of Retail Operations, the Retail Supervisor is responsible for the overall sales, guest experience, and visual merchandising for all Retail locations throughout the Zoo. The Retail Supervisor supervises and motivates the Retail Leads and Retail Ambassadors, providing inspiration to drive sales and exceed guest experience expectations through coaching, providing effective feedback, and recognizing and rewarding accomplishments. The Retail Supervisor promotes a fun and positive work environment that fosters open communication, encourages teamwork, and inspires an excellent guest experience.

ESSENTIAL DUTIES include the following:

Daily Operations

Manages day-to-day operations at all Zoo retail outlets at the main gift store, the fudge store, the Train Store, and any pop-up retail opportunities at special Zoo events.
Acts as the floor supervisor, taking responsibility for all retail store operations, working collaboratively with the Retail Department’s leads and front-line staff, delegating work whenever possible, and filling in for staff as needed.
Manages visual merchandising standards set out by DRO to ensure a ‘grand opening’ look and feel to our guests every day and throughout the day.
Working with DRO, analyzes staffing needs and prepares staff schedule online in WhenToWork.
Communicates with the entire team via email, text, through WhenToWork, as well as printing out important information and posting it in the stock room.
Plans the Daily Schedule in Google Docs for the main store and the train store and prints a copy every morning to go out on the floor.
Provides staff training on specific roles and positions.
Is knowledgeable and proficient in the Zoo’s point-of-sale (POS) system in order to accurately and efficiently process guests’ transactions in compliance with Zoo policies; Ensures accurate processing of sales, rentals, returns, gift certificates, special orders, memberships, etc., and is able to troubleshoot basic issues
Utilizes Zoo’s business reporting tools and analyzes data to drive stores’ sales to meet or exceed budget goals.
Manages the rental of strollers, wagons, wheelchairs, etc., assuring cleanliness, maintenance, and safety. Checks for online ECV reservations every morning.
Recommends the purchases of supplies and equipment and routinely ensures their proper maintenance.
Working with the Retail Stock Coordinator, ensures all inventory is properly price-tagged and stocked for sale
Working with the Director of Retail, runs and analyzes sales and inventory history reports, suggests inventory to be reordered, and helps with purchase writing when needed.
Works with Marketing, Advancement, and Guest Services to assist with Special and Private Events.
Other duties as assigned by the Director of Retail Operations

Guest Relations

Models greeting every guest with a smile within 10 feet and verbally within 5 feet
Exhibits an outgoing, positive, enthusiastic, “can-do/guest-first” approach with all guests, as well as co-workers
Models and ensures a high-quality guest experience across all Zoo operations related to Retail and collaborates with other departments in creating and maintaining the “Guest Experience”
Inspires guests as well as staff about our unique product offerings through product knowledge, stories, and demos
Trains front-line staff in customer service and conflict resolution. Collaborates with other departments in creating and maintaining the “Guest Experience”
Handles visitor complaints, problems, inquiries, and accident reports according to Zoo guest relations procedures
Resolves guest experience-related issues using good business judgment and elevating, as needed, to the Director of Retail Operations
Makes guest recovery efforts, with the assistance of the Director of Retail Operations, when necessary
Thanks guests for supporting the Zoo with their purchase and visit

Staff Management and Development

Ensures all employees are familiar with and understand our Mission, Core Values, and Hedgehog
Practices and exemplifies core values, policies, and procedures and ensures compliance of all employees with established Zoo standards
Working with the Director of Retail Operations, actively interviews, recruits, hires, trains, and schedules for all open positions in Retail
Communicates to the team daily sales goals and coaches in-the-moment performance and upsell opportunities to achieve these goals
Demonstrates, models, and coaches staff in consistent selling behaviors that inspire our guests towards a greater connection with our products and our mission
Coaches to reinforce positive behavior, challenge negative behavior, and motivate the team to work together to achieve goals
Shares critical information, best practices, and procedures on a consistent basis with leads and front-line staff in-the-moment and through meetings
Ensures compliance of employees with established security, sales, and recordkeeping procedures and practices
Working with the Director of Retail Operations, ensures staff development for future supervisory needs, including administration of the 30/60/90-day and annual performance appraisal process
Working with the Director of Retail Operations, develops and implements individual development plans for leads within the Retail team
Working with the Director of Retail Operations, performs evaluations for leads and front-line within the Retail team
Provides staff coaching, support, and feedback on a regular basis
Responds to staff questions and concerns in a timely fashion
Administers and enforces safety training and protocols as set forth by the Director of Safety and Security
Oversees policy compliance of Retail staff regarding quality of guest service, cash handling, standard operating procedures, and safety compliance
In collaboration with the Director of Retail Operations and/or the Director of Human Resources, manages disciplinary issues, recommending the termination of employees when necessary

Visual Merchandising

Working with the Director of Retail Operations, creates and maintains a consistent and visually appealing store presentation, including signage, lighting, and sampling, where appropriate. The “central displays” of each store must represent a great first impression that entices our guests to come into our stores
Ensures our stores are “closing to open” each evening and that, throughout the day, a clear and defined floor zoning and management occurs to maintain visual/merchandising standards, all the while providing a great guest experience

Organization

Fosters positive relationships with other supervisors/leads in and across Zoo departments
Participates on teams, circles and committees to explore solutions to various challenges and opportunitiesAnswers phone calls, voice mail, e-mail, and texts promptly·
Adheres to and enforces Zoo’s policies & procedures and dress code, as outlined in the Employee Policy Manual
Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditionsApplies and exemplifies “green” (sustainable) practices recycling, reusing, or minimizing use as much as possible
With the Director of Retail Operations, assists in scheduling bi-weekly meetings with the retail leads
Attends all monthly All Staff meetings

POSITION CRITERIA:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience:

BSc/BA in business administration, or relevant field, preferred
Directly related retail experience may be substituted for a degree
Minimum 3 years customer service experience, preferably in the retail industry
Minimum 1 year in a management or supervisory role
Operational proficiency with POS systems, inventory management, and cash handling
At least 21 years of age

License, Certification, or Preferred Qualifications:

Ability to get CPR and First Aid certified
Ability to get Forklift certified.
Must pass a DOJ Live Scan background check
Ability to converse in Spanish is a plus

Knowledge, Skills, Abilities:

Understanding of and experience with opening/closing procedures, merchandising and inventory checks.
Ability to take responsibility for every aspect of the Retail Store Operations
Effective supervisory and communication skills and ability to build and interact with a team
Ability to maintain a supportive and open work environment
Ability to remain calm and composed in times of emergency and stress, and to make sound decisions quickly
Visual merchandising talent for current trends, color, and inspiration
Solid time management, organizational skills, and focus on ability to prioritize and multi-task with attention to detail
Strong oral and written communication skills
Strong analytical capabilities as well as “common sense”
Ability to exercise discretion and independent judgment
Proven ability to handle difficult customers and resolve team conflicts
Experience training or guiding team members
Accurate cash handling such as making change and counting banks
Computer literate with working knowledge of MS Office and ability to learn POS and inventory software
Required to work a flexible schedule to meet the needs of the business, which will require some evening, weekend, and holiday shifts

Physical Demands & Work Environment

Physical demands are in excess of those for sedentary work
Must be able to participate in operational practices including the ability to lift 50 lbs. occasionally, and 20 lbs. frequently. Ability to climb stairs or ladders, manipulate tools, and stand/walk for at least three continuous hours
Ability to kneel, crouch, and reach
Ability to have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; reading
Ability to work successfully in a shared work environment with various interruptions
Ability to drive an electric cart
Ability to negotiate the Zoo work environment including behind-the-scenes, lawns, gravel, and hilltop
May involve working out-of-doors in all weather conditions

Tools Used:

Cash register/computer Point-of-Sale and inventory system
Standard office equipment: telephone, copier, printer, fax machine
Computer and software: MS Office and Google’s Chrome browser
Forklift
Electric cart
Two-way radio
Price gun
Tagging gun
Scissors and box cutter

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The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.

The Santa Barbara Zoo is unable to sponsor applicants for work visas.

About the Company

Santa Barbara Zoo

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