Retail Floor Leader

3 weeks ago

Ottawa, Canada Patagonia Ottawa Full time

PATAGONIA OTTAWA
**JOB TITLE: FLOOR LEADER**

Reports To: Assistant Store Manager, Store Manager

**GENERAL SUMMARY**

The Floor Leader is responsible for providing a complete experience for our customers. The Floor Leader provides leadership for the staff by maintaining the highest level of store standards. In addition to the responsibilities of a Retail Pro, the Floor Leader takes an active role in training staff, overseeing store openings and closings, and protecting the store assets by maintaining operational policies and procedures.

**ESSENTIAL JOB FUNCTIONS**

**CUSTOMER SERVICE**
- Greet all customers promptly and courteously as they enter the store.
- Utilize the tools and training provided by the Company to develop service skills, resulting in long-term customer relationships and increased sales.
- Direct customers throughout the store or to the specific area the customer requests.
- Determine the specific needs of each person that enters the store and provide appropriate service.
- Give accurate and current information about the product for all inquiries; if the correct information is not at hand, do everything possible to provide an answer before the customer leaves the store.
- Increase the customer base by adding new customers to the mailing list.
- Maintain the feedback loop to designers and buyers by turning in customer comment cards; participate in information-gathering requests from the Company.
- Handle product returns in a way that demonstrates the spirit of our “Ironclad Guarantee.”
- Instill in associates the importance of customer service as outlined in the retail philosophy "our stores are a place where the word ‘no’ does not exist."
- Empower co-workers to use their best judgment in all customer service matters.
- Promote and monitor quality service among co-workers through training and by acting as a positive role model. o Initiate seamless customer service by making every effort to find merchandise for customers if item is not in stock.
- Be personally available to all customers to communicate and identify their needs and address their questions and concerns.
- Maintain a positive and cheerful attitude at all times.

**COMMUNICATION AND LEADERSHIP**
- Maintain an open and positive relationship with store management team.
- Update store management team about the progress of the store and staff on a regular basis.
- Be a positive, consistent, and respectful role model; communicate positively regarding store management and company strategies
- Be a brand advocate for the Company; represent the Company positively to internal and external customers.
- Ensure company/store policies and procedures are communicated in a timely manner and adhered to accordingly.
- Efficiently run the store and manage the floor when management team is absent; address concerns with employees as needed and follow up with managers.
- Maintain employee attitude and morale by recognizing co-workers performance and service; inspire employees so that each person contributes to the productivity of the store.
- Coach sales associates in operational and behavioral situations to promote long term employee development and to ensure consistent customer service, store procedures, and staff morale.
- Assist management team in the hiring process of people who pursue passions that are related to our products and philosophy.
- Delegate daily tasks appropriately and effectively.

**TRAINING AND STAFF DEVELOPMENT**
- Participate in all required Patagonia Retail employee trainings.
- Assist store managers in planning and organizing monthly store meetings; attend all Floor Lead meetings.
- Participate and encourage all staff to participate in store events.
- Be proactive in your ongoing education regarding the company, weekly reports, products, and the outdoor retail business.
- Take advantage of additional training opportunities that are offered.
- Be a resource for product knowledge, sales and customer service standards/techniques, store operations, and Company initiatives.
- Work with the management team to determine ongoing staff training needs;
- Observe daily employee interactions and performance and take opportunity to provide feedback, training, and coaching. Use communication techniques which foster employee success and continued growth in their positions.
- Ensure timely feedback process is followed for both the employee and management team.

**MERCHANDISING AND MAINTENANCE**
- Check stock daily and restock when necessary to ensure that all products are available for customers; if stock is not currently available offer to put their name on the wish list and to call them when stock arrives.
- Perform merchandising duties: folding, hanging, and displaying product according to retail merchandising standards.
- Steam all hanging merchandise.
- Assist in displaying all featured merchandise prominently in each section.
- Help store merchandiser and/or store manager by suggesting alternative locations for products.
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