Store Operations Manager

7 months ago

London, Canada Golf Town Operating Limited Partnership Full time

**Job Title: Store Operations Manager (SOM)**

**Reports To: Store General Manager**

Reporting to the Store General Manager, the Operations Manager is a member of the senior management leadership team and contributes to delivering exceptional customer service and achievement of sales goals through excellence in store operations. The SOM is the second in command in store, and as such, success in the role will lead to career growth within the organization. Success in the (SOM) role looks like:

- Living Golf Town’s core values
- Commitment to and understanding the 6 success factors
- Inventory management, cash management, pricing, SFS, shrink management

**6 Success Factors**

**Clean Store Pricing & Promotion Presentation People Customer Service Inventory Management**

**Description of Job Responsibilities**:
**Inventory Management/Receiving**
- Responsible for adhering to and implementing all policies and procedures as they pertain to inventory management and inventory integrity. Examples which are not limited to but include:

- Weekly Negative on-hand (NOH) review
- Cycle Counts
- Inventory adjustments
- _ Golf 99_ returns and sell backs
- Cash Management/Front of Store Operations - front end operations and cash compliance

**Shipping/Receiving**
- Responsible for training associates working in the receiving department to ensure 100% compliance in the following areas:

- Receiving Process - prepare and receive inventory into the system accurately and in a timely manner.
- Returns Process - manage and execute the _Return to Vendor (both customer and store stock)_; the Online “WEB” returns; and Golf_99_ Trade-Ins processes. Work with SGM to resolve potential warranty CS Issues.
- Transfer Process - manage and execute transfer processes (store-to-store and NLS) accurately and efficiently which includes following-up with weekly outstanding transfers.
- Responsible for ensuring custom/special orders processes are followed which are not limited to but include security tagging all custom/special orders upon receipt from the vendor and final pick up at store level.

**Warranties (Customer/Store stock)**:

- Compliance and training on all customer and store stock warranty policies and procedures.
- Communicate with both the vendor and the customer in a timely manner to ensure customer warranties are resolved within Golf Town’s service level expectations timeframe.
- All _Customer -Owned _merchandise (RTVs) are returned to the vendor within five (5) days of the customer bringing it into the store.
- Ensure all defective _Store-Owned _merchandise (RTVs) are returned to the vendor within five (5) days of the RTV form creation.
- Ensure a complete understanding of the RTV - Destroy Program

**eComm (Ship from Store (SFS) and BOPIS)**:

- Train staff on SFS and BOPIS
- Oversee order fulfillment execution and ensures time frames are delivered (95% fulfillment target)
- Communicate with customers to resolve any issues pertaining to online orders.
- Ensure shipments are completed to a high level of quality control
- Follows up and provides coaching to resolve IT, and inventory issues as required.

**Loss Prevention**:

- Works with the SGM to develop and maintain the store’s shrink action plan.
- Complete weekly cycle counts on high-value and high-shrink products.
- Establishes all LP policies and procedures and discusses them in morning huddles.
- Enhances audit readiness by reinforcing all policies and procedures. Educates and trains all associates on audit regulations
- Maintains “on-call” schedule in the event of alarm response requirements with all key holders.
- Maintain the store’s alarm company “contact list”.
- Is the store’s expert on CCTV and theft reporting.
- Conducts annual basket tests with all associates working at the front desk.[S
- Ensures compliance with bag and box checks and end-of-day bag and coat checks (in person or through CCTV).
- Responsible for reporting any issues in LP preparedness to GT Loss Prevention.

**Monthly and Quarterly Audit Requirements**
- Complete Monthly and Quarterly Requirements prior to deadlines. This would consist of COH, Alarm test, Health and Safety, LP, CCTV, Pin Pad, Store Audits.
- By conducting the monthly self-audit identifies training opportunities as they relate to standard operating procedures.
- In partnership with the Senior Management Team manages responsibilities to consistently achieve audit-passing score of 90%.

**Occupational Health & Safety**
- As a Senior Management team member, ensures store and employee adherence to Health and Safety Policies and programs.
- Champion for OH&S in store.
- Responsible for ensuring timely reporting of WCB incidents and compliance with the Occupational Health and Safety Act (OHSA).
- Attends, actively participates in, and ensures health & safety training requirements are met. (i.e. Safety Talks, First Aid Training, JHSC etc.).

**Customer Service (Manager On Duty As Needed)**:

- Leads by example, pr

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