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**

Our stores are intended to be gifts to the community. As a Floor Leader you are responsible for providing leadership for our Retail Pros by maintaining the highest level of store standards and by exemplifying amazing customer service. You maintain an environment that promotes employee learning and customer service through encouragement and coaching. You help identify the priorities of each day, delegate necessary tasks, and train Retail Pros. You partner with the Assistant Store Manager and Store Manager to ensure operational and brand objectives are met even in their absence. You are aligned with the brand values and strive to build our community presence through event programming, social media, local marketing for the store, and by creating and maintaining authentic relationships with potential community partners.

**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 of

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