Store Director

4 weeks ago

Windsor, Ontario, Canada Lids 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 across the US, Canada, Mexico, Europe, and Australia. With a strong presence in Indianapolis, IN, our retail stores provide officially licensed headwear and apparel from collegiate and professional sports teams, as well as top brands like Nike, New Era, Adidas, and Mitchell & Ness.

We currently operate over 1,200 locations domestically and 50+ internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.

The company is expanding its global presence with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe.

Job Summary

As a Store Manager at Lids, you will be responsible for leading a team of retail professionals to deliver exceptional customer service and drive sales growth. You will be accountable for every aspect of the retail store performance, including achieving key results, creating a fun and inclusive environment for your team, and delivering exceptional customer service by offering your expertise on Lids' products and services.

Key Responsibilities

People & Training Development

  • Manage the store's hiring strategy, including planning needs, recruitment strategy, projected turnover, and leaves of absence.
  • Assist the market's Authorized Trainer in coordinating onboarding to acclimate new team members to Lids.
  • 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.
  • Perform people-related actions to update team member information, including approving time off requests, approving shift swaps, updating availability, timecards, qualifications, and other employee records as needed.
  • Lead and monitor the store's ongoing training strategy, including training for non-Keyholders, process changes, promotions or job changes, and new programs or initiatives.
  • Address all employee concerns or issues, including knowing when to partner with internal support to take appropriate action.
  • Drive team engagement by ensuring team members are provided recognition and continuous check-ins, including performance management and documentation when relevant, to support and reinforce career and personal growth.

Customer Experience

  • Lead and execute Selling 101 strategy to achieve key performance indicators (KPIs), sales target, 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.
  • Manage and direct in-store team members to ensure optimal customer service that values customers' time and supports overall store operations.
  • Ensure every customer is offered the opportunity to participate in Lids' membership programs or special offers when live in-store through employee education.

Operations

  • Manage team's compliance within the scheduling and payroll process to align with policies, procedures, budgets, and applicable law.
  • Plan, prepare, and manage the schedule by considering team members' qualifications, availability, and performance to maintain efficiency and effectiveness of operations.
  • Manage business disruptions and provide operational continuity (e.g. store closures, employee absenteeism, schedule / wages, operating hours impact, etc.).
  • Execute operations-focused company-level directives, promotions, and initiatives (e.g. from Lids HQ).
  • Understand and adhere to Policies & Procedures Manual to maintain a safe work environment.
  • Maintain store technology and equipment – MPOS, Lids Custom, etc. – by conducting daily audits, verifying continued functionality, facilitating updates and maintenance as instructed, or ordering repair as needed.
  • 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.

Product & Inventory Management

  • Drive overall store product strategy, including supervision and oversight of receiving, processing, merchandising, and exiting through purchase or transfer.
  • Strategically organize the backroom to maximize efficiency, including arranging product / supplies to optimize space and productivity.
  • Ensure integrity of product held to vendor-specific regulations, including custom embroidery limitations, purchase amount limitations, or special release dates.
  • Lead execution of weekly markdowns and markups as needed to ensure proper pricing.
  • Monitor and manage sell-through by monitoring product levels and ensuring inventory accuracy.
  • Manage any transfers or ship-backs (e.g. process damages) according to company standards.
  • 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 (e.g. ensuring product recovery, restock, destock, or minor VM changes).
  • Execute special pricing signage and promotional presentation adjustments during operating hours to align with overall product sell-through strategy.

Requirements

  • A two-year post-secondary education and one-year related experience; or equivalent combination of education and experience.
  • Established ability to produce sales results while minimizing loss.
  • Proven supervisory skills, with capacity to deliver training material and assess retention.
  • Strong interpersonal and communication skills.
  • Ability to operate a computer, as well as maneuver relative software programs.
  • Ability to lift up to 50 pounds.
  • Ability to climb a ladder and work with hands overhead.
  • Standing required for up to 100% of the work time.
  • Ability and willingness to travel overnight for training and/or business meetings.
  • Ability to work varying days and hours, based on business needs, and maintain an excellent attendance record.

Reports To

  • District Sales Manager

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