Retail Supervisor

7 months ago

Cambridge, Canada David's Bridal Full time

What if you discovered a company that dominates the products in their category - 1 out of 3 being sold by them? Is the undisputed market leader in their industry, by a wide margin, organically capturing 90% of their customers, and taking care of them with one of the highest customer service scores in retail? AND what if they are operating in a formidable stable industry that is never, ever going away?

At David’s Bridal, we empower our customers and our employees to stay true to their dreams and find the one, whether that means the wedding dress that matches her personal style—or the career that’s a perfect fit. We’re looking for leaders with diverse backgrounds and fresh ideas to help create a uniquely personal retail experience.

Now Accepting Applications

The Operations Supervisor supports the Store Manager in aspects of the store. They will assist in the achievement of sale goals, Five-Star Customer Service and profitability goals through program execution and foundational excellence. The Operations Supervisor is a dynamic, attentive and inspiring leader who has mastered operational excellence; a mentor and coach to the Customer Service Representative's team, who sets expectations for Five-Star Customer Service. The Operations Supervisor is responsible for adhering to all standard operating procedures to ensure flawless execution of core processes and programs including accurate receiving, inventory tracking and welcome desk procedures.

**Essential Job Functions**:

- Leads and models a customer first culture across all roles, executes customer service strategies to deliver a Five-Star Customer Service experience.
- Drives efforts to build customer relationships and maximize appointments.
- Responsible for flawless execution of all welcome desk activities.
- Manages by using the LAST model concept to resolve customer service issues independently.
- Partners with Store Manager, Sales Manager or Contact Center, as needed.
- Responds promptly to all customer questions providing product and service information.
- Ensures support and receiving functions are contributing to a Five-Star Customer Service experience for our customers.
- Speaks to every customer before they leave to validate their experience, resolving any issues in the moment.
- Motivates the store teams, direct reports and project members.
- Manages to each individual feel his/her work is important.
- Dedicated to meeting the expectations and requirements of internal and external customers.
- Maintains store-standards to support a flawless shopping experience.
- Responsible for flawless execution of all marketing, promotions and markdowns.
- Maintains a professional appearance that adheres to the company Dress Code policy and coaches all team members on the policy.
- Leads and develops the Customer Service Representatives (CSRs) to achieve Total Monthly Income (TMI) Goals consistently by executing foundational excellence and performance-based leadership.
- Executes sales plans consistently in partnership with Store Manager, drives sales through KPIs, to achieve a balanced Ranked Scorecard.
- Acts as a sales leader, coaches and is a role model to the Stylists through floor management.
- Contributes to total store team sales goals on a weekly basis.
- Uses critical thinking to identify root cause of a metric, process or behavior and finds solution to correct, working with Store Manager, as needed.
- Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment. Sought out by others for advice and solutions.
- Identifies and prioritizes critical business issues and aligns the team.
- Discerns what is critical and puts less important issues aside. Eliminates roadblocks.
- Monitors inventory management, special orders, layaway, mark out of stock, repairs, and ensuring first quality standards for all merchandise.
- Executes, monitors and assesses the five stages of training for CSRs.
- Champions and executes new processes, behaviors and programs as assigned.
- Executes and holds team members accountable for a beautiful store, which ensures flawless execution of all merchandising strategies to maximize sales.
- Requires all store team members to consistently maintain pristine housekeeping standards on the selling floor and back room.
- Communicates a compelling and inspired vision, sense of purpose and expectations.
- Inspires and motivates the team to get on board with Standard Operational Procedures.
- Adapts style to support and influence team members.
- Monitors timely completion of tasks in Task Management system.
- Reviews inventory received to ensure that only first-quality merchandise is made available.
- Oversees receipt and preparation of product for sales floor.
- Ensures prompt and accurate special order receiving, customer notification for pick-up within 7 days and manages non-picked up orders over 30 days.
- Maintains layaway organization and payment compliance.
- Conducts monthly special order verific

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