Job Title: Shop Manager
Reports to: VP of Operations or area manager
Classification: Regular, Full-Time
Supervisory Responsibility: Running operations of a Salon/Barbershop
Salary: Base salary
Performance Reviewed: Annually
Benefits: Paid Time Off/ Insurance
Position Summary:
Responsible for setting schedules, measuring our Client Service delivery expectations (Take it to 11); and owning the delivery of our Customer Experience improvement plans. Identifying customer service trends; determining system improvements; implementing change to drive Client service excellence and a culture of delighting Clients.
Objective
Promote an internal and external service culture. Take action to provide and model excellent Client service internally and externally and to promote this idea throughout the organization.
Responsibilities
- Understand and advocate for the needs of our internal and external Clients.
- Develop and implement service procedures, policies (best practices) and performance standards to meet service goals of the company.
- Oversees escalated Client service issues across all platforms, and ensure effective and long-term problem resolution. Responds to Client inquiries and problem solving in a professional and effective fashion.
- Acts as a resource for Client facing communications and in resolving Client opportunities to local management teams.
- Provides feedback to the company regarding service opportunities or Client concern and communications.
- Keep accurate records and document Client service actions and discussions
- Analyze statistics and compile accurate reports
- Mentor and develop Client Service Support Specialist and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Works continually towards self-development to stay current on customer service, and supervisory procedures & practices. Continue education and keep up on trends.
- Plan and administer employee recognition programs
- Responsible for training and educational materials regarding company core values and Take it to 11 program.
- Plan, manage and execute on employee communications sent through the company email address.
- Adhere to and manage the approved budget
- Performs other related duties as assigned. Hiring, ordering, inventory, staff relations, and leading by example.
Requirements
- Experience in providing customer service support, must have a cosmetology license or Barber License.
- Strong Client-facing and communication skills
- Excellent knowledge of management methods and techniques
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Advanced troubleshooting and multi-tasking skills
- Ability to respond to change in a positive outlook
Competencies
- Communication Proficiency.
- Customer/Client Focus.
- Decision Making.
- Discretion.
- Flexibility.
- Leadership.
- Problem Solving/Analysis.
- Results Driven.
- Teamwork Orientation.
- Technical Capacity.
Supervisory Responsibility
This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.
Floyd’s 99 Barbershop is an EQUAL EMPLOYMENT OPPORTUNITY employer. Candidates are considered for employment with Floyd’s 99 Barbershop without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.
* Will be required to work 40 hours per week if needed, sometimes more or less. Opening and closing is a must, you should be flexible to do this position.
Job Types: Part-time, Full-time
Pay: $48,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
License/Certification:
- Barbering License (Required)
- Cosmetology License (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Work Location: In person
