Store Manager, Retail Operations Leader

7 days ago

Québec, Quebec, Canada L'Equipeur Full time

About the Role

We are seeking a highly skilled and experienced Store Manager to lead our retail operations at L'Équipeur. As a key member of our team, you will be responsible for driving sales growth, improving customer satisfaction, and maintaining a high level of operational excellence.

Key Responsibilities

  • Customer Service
    • Provide leadership and coaching to the team to ensure delivery of exceptional customer service standards.
    • Enforce the delivery of our customer service standards and ensure that all team members are held accountable.
    • Provide continuous feedback and coaching to team members based on key metrics and observed behaviors.
    • Meet established service level agreements for in-store services and order fulfillment.
    • Support the organization in customer acquisition through the promotion of our customer loyalty and credit card programs.
  • Operations
    • Demonstrate and follow up on the execution of visual merchandising standards, store maintenance, and pricing standards.
    • Establish and follow up on the execution of weekly price changes, promotional set-ups, and department POP as per the workbook.
    • Lead the implementation and execution of standard operating procedures (SOPs).
    • Lead the execution of seasonal changeover as per the seasonal merchandising plan.
    • Responsible for delivering annual corporate shrink targets through team education, enforcement of loss prevention and audit standards, and rigid inventory control.
    • Oversee preparation for annual inventories.
    • Ensure compliance with all corporate loss prevention, cash and audit, and occupational health and safety policies and procedures.
    • Create and/or monitor the creation of efficient store weekly scheduling for both sales and support functions.
  • Training
    • Coach and develop store and management team members through setting expectations, communication, coaching, feedback, and ongoing support.
    • Create development plans and conduct annual appraisals for management team members and direct reports; support and coach to improve any performance gaps and conduct ongoing coaching to improve team performance.
    • Communicate clearly and concisely to the team, leading effective shift starter meetings/coaching sessions, and keeping the team well-informed of pertinent information.
    • Complete and hold team members accountable to complete required training within timeframes.
    • Facilitate and lead team meetings.
    • Ensure execution of the customer experience and provide resolution for all customer concerns.
    • Develop and lead recruiting and hiring strategies for the store, maintain a complete team, and create succession plans through continuous training and development.
  • Leadership
    • Act as a brand ambassador, promoting our stores, brands, and people internally and externally.
    • Continually motivate the team and performance through recognition programs, store contests, customer compliments, etc.
    • Maintain Mark's performance management expectations (feedback/coaching); this includes progressive discipline where necessary.
    • Follow the disciplinary process consistently and impartially.
    • Promote and maintain a positive and motivating work environment (safe, inclusive, and empowering).

Requirements

  • Proven ability to coach, mentor, and develop department team and store team members through setting expectations, communication, coaching, feedback, and ongoing support.
  • Proven ability to build and manage a daily, weekly plan for the department and store.
  • Exceptional communication skills.
  • Excellent organizational skills.
  • Superior training and mentoring skills.
  • 3-5 years retail experience required.
  • High energy, enthusiasm, and a drive to succeed.

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