About the role
Reports to: Assistant General Manager or General Manager
Supervises: Assigned Department Leads, Assistant Managers, and Staff
Salary: $70,500-$90,000, exempt position. Specific starting wages are dependent on location and experience.
As a part of the management team, a Senior Manager works directly with the General Manager and the Management Team to ensure the day-to-day management and operation expectations of the store are being met, including but not limited to reviews, hiring, schedule, payroll and terminations. A Sr. Manager has the ability to make informed decisions, problem solve and effectively manage the store as a Manager on Duty. A Sr. Manager is a positive leader who contributes to the overall morale of the store, and they continuously work to uplift their staff, store and surrounding community. They understand what makes Sports Basement awesome and unique. A Senior Manager has multiple departments or one large department, and staff to oversee and has multiple additional areas of responsibility.
What you'll do
Customer Service
- Ability to deliver outstanding WOW customer service, ensure staff across all levels are providing WOW service (while balancing store projects and floor responsibilities) and documenting WOW service through the MOD form.
- Ensures all staff are trained and implementing SB tools to create WOW experiences.
- Proficient knowledge in all departments and able to provide excellent on-the-spot customer service.
- Responds to high-level situations or difficult customers throughout all departments with the goal of turning customer situations into positive experiences and seeks to improve store processes or staff behavior.
- Effectively implements SB's Security Policy.
Product Management
- Identify merch priorities based on business culture and strategically plan daily, weekly, monthly, and seasonal workload for staff.
- Sets and upholds department goals, maintains cleanliness & organization, creates aesthetic appeal and monitors inventory management in order to see store growth.
- Partners with Assistant Managers to help them reach their long-term departmental goals.
- Guides team on communicating with Buyers to improve product management.
- Works closely with all department leads and managers to ensure product is getting out in a timely manner.
- Work with buyers on product feedback.
Staff Experience & Development
- Demonstrates the ability to build effective and efficient staff across multiple departments.
- Ability to efficiently and successfully train new hires and peers on all aspects of the checklists, ability to train advanced skills to experienced staff.
- Provide constructive feedback when floor staff are not meeting expectations and follow up with the appropriate manager regarding staff performance.
- Ability to assist Assistant Managers with complex staff problems and recognizes when to involve the Assistant General Manager or General Manager.
- Maintain open communication; staff across all levels find you approachable and are comfortable coming to you with questions, concerns or issues.
- Actively works to support diversity and inclusion in your store.
- Supports high-potential talent with internal coaching, mentorship, and external coaching or educational opportunities to maximize their performance and develop advanced careers.
- Proactively manage staff by regularly providing feedback, actionable review goals and assisting staff in their development.
- Is aware of all training resources and utilizes them to keep up to date with all company training for self and staff.
Business Experience
- Stays up-to-date with all company information and quickly implements all initiatives to improve business culture.
- Understands Payroll pars and payroll profitability in order to schedule effectively and works with the management team to optimize payroll effectiveness and profitability.
- Proactively seeks out and utilizes reports and other tools to make decisions to impact performance/sales positively.
- Identifies staffing needs, reviews applications, interviews and hires effectively (with GM approval), keeping diversity and inclusion efforts top priority.
- Ability to confidently use all HR, scheduling tools, rentals systems and business tools
- Participates in marketing conversations and champions impactful events for the store.
Qualifications
- Previous retail or industry experience.
- Recent experience as a Manager, preferably for a medium to large sized team. (30+ staff members)
- A proven track record of developing staff and providing constructive feedback based on performance, helping them to achieve their goals.
- Understand and interpret business metrics to drive business objectives throughout the store.
- Experience in goal planning and driving a team to achieve increased sales and service
- Able to create that WOW experience for every customer.
- Proven ability to prioritize and manage teams with little supervision from the General Manager.
- Strong verbal and written communication with customers, staff and corporate teams.
- Experience in identifying staffing needs, and recruiting and developing a diverse team.
- Internal Candidates: Ability to confidently use all HR, scheduling tools, rental systems and business tools: including but not limited to Google Docs, Paycom, Shopify, POS systems, Winterstieger, Sales Saver, Lightspeed and Fiori.