Service Manager - St. John

# Service Manager Job Description

Job Title: Service Manager Department: Front End Operations Hiring: HR Ecommerce Maintenance and FacilityFLSA Status: Salary - Exempt Location: [Not Specified] Revision Date: [Not Specified]

## Position Summary The Service Manager is a key member of the stores leadership team responsible for supporting overall Front End Operations with a focus on front-end e-commerce performance and hiring. This exempt-level position reports to the Store Director and/or Assistant Store Director and directly supervises the Front End Manager, Assistant Front End Manager, and E-Commerce personnel. The Service Manager ensures exceptional customer service, effective front-end execution, and alignment with Strack & Van Tils mission, vision, values, and standards of excellence.

## Reporting Structure

• Reports to: Store Director and/or Assistant Store Director
• Direct Reports: Front End Manager, Assistant Front End Manager, and E-Commerce personnel.
• Indirect Reports: Full- and part-time associates, support staff, and in-store specialists.

## Key Responsibilities

### Leadership & Supervision

• Oversees all front-end operations and e-commerce functions to ensure smooth, efficient, and customer-friendly service.
• Directly supervises and develops the Front End Manager, Assistant Front End Manager, and E-Commerce staff.
• Partners with the Store Director and/or Assistant Store Director to ensure department staffing, training, and scheduling meets operational needs.

### Customer Experience & Service Standards

• Promotes a culture of excellent customer service by modeling positive interactions, promptly addressing concerns, and ensuring front-end staff are welcoming and professional.
• Works on the sales floor to support customer engagement and maintain visibility.
• Monitors and enforces compliance with customer service protocols, courtesy policies, and appearance standards.

### E-Commerce & Checkout Oversight

• Ensures accurate, efficient, and timely execution of online order fulfillment and customer pickup processes.
• Reviews order accuracy, inventory levels, and fulfillment timing to meet customer expectations and drive satisfaction.
• Collaborates with the Front End Manager and e-commerce teams to resolve any fulfillment or product issues.

### Operations & Financial Accountability

• Oversees front-end labor and budget management, including labor scheduling, productivity tracking, and shrink control.
• Monitors cash handling procedures, POS system accuracy, and front-end efficiency to protect company assets.
• Supports implementation of company initiatives, promotions, and customer programs at the front end.

### Compliance & Safety

• Ensures adherence to all company policies, safety protocols, and operational guidelines across assigned departments.
• Conducts routine audits and walks to ensure cleanliness, safety, and security standards are maintained.
• Leads or supports training on loss prevention, cash handling, and emergency procedures.

### Collaboration & Communication

• Partners with other store leaders to ensure alignment across all departments.
• Serves as a point of contact for cross-functional coordination and customer issue resolution.
• Participates in store leadership meetings, communicates updates to front-end and e-commerce teams, and reinforces key priorities.

### Financial & Strategic Management

• Drive store performance to meet or exceed sales goals, labor targets, shrink reduction, and gross margin objectives.
• Analyze KPIs and market trends to inform decision-making and improve operational efficiency.
• Support pricing, promotional, and community outreach strategies in collaboration with leadership.

### Talent Development & Team Building

• Lead recruitment and onboarding of a diverse and community-representative team.
• Provide coaching, performance feedback, and succession planning to build future leaders.
• Ensure consistent application of training and career development initiatives.

### Merchandising & Inventory Management

• Ensure proper execution of merchandising plans, seasonal transitions, and promotions.
• Monitor inventory levels, manage ordering processes, and reduce shrink through effective controls.
• Review competitor pricing and communicate findings to category buyers.

### Community Engagement & Brand Representation

• Act as a brand ambassador in the store and local community.
• Represent the store at corporate meetings, company events, training, and special projects.
• Encourage team involvement in company and community events.

## Qualifications

### Education & Experience

• High School diploma or equivalent required; additional leadership or customer service training preferred.
• Minimum of 1 year of retail leadership experience with specific experience in front-end or service-related functions preferred.
• Certified in food safety.

### Skills & Competencies

• Strong leadership, interpersonal, and customer service skills.
• Proficiency in managing point-of-sale systems, cash procedures, and scheduling tools.
• Effective communicator and team builder with the ability to resolve conflicts and lead by example.
• Solid understanding of e-commerce workflows, customer expectations, and retail operations.

## Work Environment & Physical Requirements

• Must be able to lift up to 40 pounds occasionally, stand and walk for extended periods, and perform front-end tasks including scanning and bagging.
• Exposure to standard retail and e-commerce environments, including occasional outdoor elements during customer pickups.

## Nondisclosure & Confidentiality

• Responsibility: Access to sensitive operational data including sales performance, labor schedules, and POS activity.
• Authorized to: Recommend purchases, enforce front-end budgets, and provide feedback on expense control measures.

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Strack & Van Til is an Equal Employment Opportunity Employer. We are committed to creating a respectable, inclusive workplace that reflects the communities we serve.