Assistant Store Leader

2 weeks ago

Coquitlam, British Columbia, Canada Lids Inc Full time
About Our Company

Lids Sports Group is a leading licensed sports retailer in North America, offering a wide range of fan and fashion-oriented headwear and apparel. Our retail stores operate in the US, Canada, Mexico, Europe, and Australia, providing officially licensed products from collegiate and professional sports teams, as well as top brands like Nike, New Era, Adidas, and Mitchell & Ness.

We are currently expanding our retail presence with the goal of becoming the largest licensed brick-and-mortar sports retailer globally.

Job Summary

The Assistant Store Leader is a key member of our retail team, responsible for fostering a passion for sporting and fashion goods among our customers. This role involves meeting customer needs, ensuring store engagement, and delivering exceptional customer service by offering expertise on our products and services.

Key Responsibilities
  • People & Training
    • Act as Manager on duty for employee scheduling issues, customer complaints, and other matters when the Store Manager is not present.
    • Manage store associates through thorough use of LIDS Training Programs, goal setting, and regular follow-up when the Store Manager is not present.
    • Administer progressive steps of discipline, including verbal and written warnings, in the absence of the Store Manager.
    • Engage team members by creating a fun and productive environment, including helping them understand how their work supports company objectives and the success of the store and Lids overall.
    • Contribute to a respectful and inclusive team environment by establishing supportive working relationships and adhering to Lids Brand Standards.
    • Responsible for scheduling and staffing the store, including calling in associates to work in unexpected peaks when the Store Manager is not present.
    • Participate in LIDS Training Programs, adhere to set goals, and regular follow-up.
    • Assist in recruiting and training store personnel on proper store operations and procedures.
    • Encourage store associates' direct compliance with established company policies, procedures, and guidelines.
  • Customer Experience
    • Lead, execute, and assist Selling 101 strategy to achieve key performance indicators, sales targets, and deliver exceptional customer service.
    • Resolve customer feedback and address issues in the moment, including customer escalations, urgent requests, and resolve to 'make it right' for customers.
    • Ensure every customer is offered the opportunity to participate in Lids' membership programs or special offers when live in-store through employee education.
    • Adhere to current visual guidelines, including proper merchandising, signage, and store cleanliness.
    • Maintain a professional appearance consistent with Company Dress Code Policy.
    • Understand and adhere to Policies & Procedures Manual to maintain a safe work environment.
    • Maintain store technology and equipment, including MPOS, Lids Custom, etc.
    • Maintain store facilities, supplies, and services by executing service requests, assessing maintenance or repair needs, placing repair work orders, or replenishing store supplies.
    • Effectively manage cash, including accurate opening and closing of the till, using counterfeit protection practices, and consistent bank drops.
    • Effectively prepare store for inventory audits and support in performing them as needed to confirm inventory accuracy.
    • Open and close the store as required following the procedures per the Operations P&P Manual.
  • Product & Inventory Management
    • Protect Company assets within guidelines of LIDS Retail policies.
    • Assist in preparation of store work schedules that provide proper store coverage and are within the Company guidelines for wage control.
    • Follow all policies to accurately manage store inventory, including receiving, transferring, completing price change, and conducting product counts.
    • Execute optimal layout and visual merchandising (VM) or product presentation strategy, including managing window activations, hardware flips, mannequin flips, and seasonal or weekly merchandise changes.
    • Maintain the look and feel of the store through day-to-day VM and store actions.
    • Established ability to produce sales results while minimizing loss.
    • Ability to operate a computer, as well as maneuver relative software programs.

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