Store Manager

Job Summary

As Store manager, you will be accountable for all aspects of the customer experience and operations of the store. This includes building upon and executing company programs and team members development plans to achieve sales, service, and operational excellence. Reporting to the District Manager, you will create a service and selling culture within the store to expand our customer base, build our brand, and loyalty awareness. The position is responsible for ensuring the well-being of all pets while contributing to the success of the store through the adherence to operational standards to reach and exceed sales goals. This position is required to follow and enforce all company policies and procedures that are communicated from the Sunrise Store Support Office.

Essential Details

Sales Leadership

• Drive sales, service, and customer experience initiatives in store to achieve sales, KPIs and other store performance goals. Ensure team is completing as assigned. Teach / train team to deliver customer experience.
• Can articulate and communicate our vision, values, and priorities with our teams.
• Accountable for financial reporting and operational metrics standards for their location.
• Regularly monitor customer service and selling models within their store to ensure all staff interact with customers in a professional and timely manner; resolve all customer complaints.
• Maintain a high level of professionalism and positive attitude in the workplace, including conducting oneself in an appropriate manner when communicating verbally, in writing, or by email.

Customer Excellence

• Build relationships and drive ongoing customer satisfaction, review customer ratings and action as needed.
• Focus on the customer experience, brand, and loyalty awareness by building relationships throughout the community.
• Protect employees and customers by maintaining a safe and clean store environment. Required to maintain cleanliness and well-being of all livestock including animal care and feeding. Accountable for the protection of all company assets both tangible and intangible.
• Motivate, coach, develop, and performance manage teams focusing on the expected customer experience and selling model.
• Ensure that company values are upheld and accurately represented within their store.

Operations and Talent Development

• Ensure Brand Standards and operational excellence are maintained.
• Manage controllable expenses and ensure loss prevention and safety standards are in place to support store profitability.
• Inventory management - Place orders within budget and appropriate to drive sales, maintain inventory accuracy, and ensure shrink goals are met.
• Manage labor hours to meet customer needs and complete all required operational compliances.
• Ensure consistent use of tools and processes and that company directives are implemented by specified deadlines.
• Responsible for execution of all training plans, new hire checklists, sales techniques, and all merchandising standards.
• Team development includes training, supervision, coaching, and ensures timely performance management (up to and including termination) including writing and delivering performance appraisals and OFIs (Opportunity for Improvement).
• Create a talent pipeline by developing and maintaining proactive staffing plans for their store. Plan and coordinate hiring (pre-screening, interviewing, and hiring); responsible for ensuring that appropriate staffing levels are consistently maintained in accordance with their staffing plans.

Business Insight

• Control and maximize DSOP through POS discounts, store use of supplies, employee discounts and damaged inventory.
• Review, analyze and interpret profit and loss statements. Determine areas of opportunity to improve and maximize bottom line profit.
• Plan and execute community events and partnering with various rescue agencies.