Store Manager, San Francisco
Hayes Street
General Summary
The Store Manager is responsible for leading all daily operations of the store to ensure achievement of business objectives, ensuring that all team members are engaged and successful in their roles and continuously motivating and supporting the team to drive store sales. Store Managers recruit and lead a diverse team, all while coaching in the moment and being an inspirational leader. They cultivate expert knowledge of Parachute products, branding and design. Store Managers are action oriented, results driven, and flexible. They possess a strong sense of teamwork and openness that embodies Parachute’s ethos, bringing the Parachute brand experience to customers at the highest standard.
Responsibilities
People
- Recruits and hires a high performing team. Determines needs of the team and makes hiring decisions to support team success and business needs. Responsible for end to end recruiting, including sourcing, reviewing, interviewing, hiring decisions and onboarding. Actively communicates with applicants in a way that respects the candidate experience.
- Responsible for supporting a store culture in alignment with Parachute Core Values. Keeps a pulse on engagement using one on ones and regular check-ins. Deliver feedback and coaching as needed.
- Ability to problem solve and resolve employee related concerns at the store level, using peers, Retail Corporate and available resources.
- Share observations with the Director of Stores as it relates to team, business and community during touchbases and through daily and weekly business recaps, utilizing reporting and analytics.
- Ability to influence and work through the leadership team by holding self and team members accountable to AOR's, sales floor leadership expectations and responsibilities as based on the role's job description.
- Ensure the team is utilizing all training systems, completing training within assigned timeframes, actively learning and following through on completion of learning objectives.
- Manage payroll and schedule adjustments, maximizing productivity to achieve payroll and sales targets within compliance and in alignment to company expectations and legal requirements.
Sales & Service
- Accountable for daily operations of the store and achievement of Quarterly store KPI's. Communicates KPI's with store team and identifies strategies to ensure performance standards are met. Sets and manages measurable goals for store team by Quarter.
- Responsible for becoming an expert in Parachute products, able to develop a thorough understanding of products and services. Ability to coach, teach and train store team to the same level of expert product knowledge. Stays updated on new arrivals, features, benefits and pricing.
- Leads the store and sets the tone to ensure the best possible customer experience, in line with Parachute's Brand and CX strategy.
- Effectively communicates information to customers while modeling HOME selling skills; understands concept and why behind the methodology: coaches, teaches and trains store team using available resources and leadership knowledge to bring the brand experience to life.
- Responsible for ongoing community outreach and connections by planning, coordinating, and executing monthly and quarterly events and activations in local markets and to drive and increase traffic, business metrics and brand awareness.
- Leads, models, teaches and coaches for a consistent focus on customer engagement and sales floor leadership.
- Understanding of reporting and ability to translate results into workable strategy to drive positive outcomes and revenue.
- Actively monitors Net Promoter Scores (NPS) to recognize and celebrate our teams. Ensure action plans are set in place for any passive or detractor scores, hold team accountable and coach, teach and re-train when necessary.
- Resolves customer concerns or issues to a positive outcome by determining the problem, taking initiative to identify and resolve, and taking partnership with the Director of Stores when needed.
- Builds loyalty through in-store experience using CRM data capture, endless aisle and other omni-channel solutions. Utilize the platform to create customer connections, follow up and manage customer relationships.
- Utilizes trade and design service tools as an extension of our customer experience; communicates direction and resources to the team.
- Collaborates with cross-functional business partners to support organizational goals; demonstrate the ability to navigate a balance of business needs and Brand strategy.
Operations
- Analyze monthly P&L statements to manage budgets and achieve EBITDA. Uses knowledge to drive good business decisions regarding controllable expenditures. Responsible and accountable for managing to store budget on a quarterly basis.
- Adheres to scheduling expectations, following SOP to ensure accuracy and timely pay of all employees. Utilizes scheduling system to plan schedules in line with needs of the business and payroll budget. Aligns leadership team to equitable leadership coverage on the schedule. Responsible for accurate timekeeping, including daily timesheet approval and entry into payroll system. Monitors and ensures appropriate usage of PTO, sick time and other leave balances. Ensures that meal and break procedure is consistently followed. Partners with the Director of Stores to proactively solve problems relating to scheduling, timekeeping and other compliance requirements.
- Directs, manages and communicates daily and weekly workload to ensure execution of plans, tasks and strategies across the store. Establishes priorities for the week by evaluating weekly reporting, and direction of Field Leadership team; ensures all communications/messages/tasks communicated to the store team as appropriate.
- Knowledgeable of all systems used to drive the business: become in-store expert on utilizing, training, and troubleshooting interactions with POS; understanding how to use and pull data from reporting systems; ability to use the information and reporting to drive positive outcomes.
- Responsible for operational excellence as it relates to inventory: accurate completion of returns, transfers, and donations. Maintains accurate recordkeeping following established procedures. Leads and ensures that the store adheres to established inventory operations requirements, including cycle counts, inventory prep and TO's.
- Manages and supports inventory levels through direct communication with key business partners to maximize full price selling, maintaining a high sell-through and alignment with new product launches.
- Responsible for understanding of operational systems and required training. Ensures new hires complete all required training within the appropriate timelines. Troubleshoots issues and problem solves changes to onboarding experience.
- Responsible for adhering to high standards of maintenance and organization of the stock room / BOH area, including organization, safety, and inventory operations.
- Responsible for ensuring any maintenance needs are communicated and solved in a timely manner. Responsible for responding to calls or contact from security vendor if something occurs in the store after hours.
- Utilizes Retail Support Ticket process for all business and operational needs. Submits tickets in a timely manner. Follows up on requests for service that have not been closed or are in progress.
- Monitors stock levels for Parachute-branded supplies; makes special orders for items anticipation of events or other special projects, as directed.
Visual Merchandising
- Responsible for leading the execution of the Parachute Visual Merchandising strategy: adhering and executing to all visual operations standards, including visual assessments, sales floor readiness and brand standards. Responds to changes in business or inventory levels to support visual directives.
- Maintains floor presentation, accounting for sell-through and inventory levels. Proactively evaluates sales and inventory levels; partners with store team to ensure product is merchandised to drive sales.
- Ensures brand integrity is reflected to the customer through enhancements in presentation, product & people.
- Creates a positive in-store experience through visual standards with product launches, window changes, visual presentation standards, signage placement, and seasonal directives.
- Train and support store team in the planning and execution of store directives and day to day merchandising needs.
- Assess store business trends and sell-through by category, using available reporting tools, to identify opportunities for the store.
- Develops and maintains positive and effective partnership with Visual team to align and execute upon company visual initiatives.
Other duties as assigned. Duties, tasks and responsibilities may change as directed or as needed by the business.
Required Skills/Abilities:
- Minimum of 3 years of leadership in a retail management, hospitality, customer service, showroom management in a high-volume, high-profile, customer focused environment
- Experience with hiring, training and leading a team is required.
- Retail visual merchandising and display experience is required.
- Open availability (Full Time, 40+ hours per week, including weekends and holidays) is required
- Ability to work in a flexible, customer focused environment to support the needs of the business, which can change frequently due to changes in market, trends or external factors
Experience and Education Qualifications
- Education - High School diploma or equivalent is required
- Experience in – and a passion for – home interiors is strongly preferred!
- Motivated self-starter, confident leader with a solutions-minded focus.
- Must thrive in an entrepreneurial start-up environment. Able to navigate change with self and team. Able to share and communicate feedback and field insights with a growth mindset.
- Experience with web-based POS and inventory systems is preferred, along with general technical knowledge and aptitude. Systems experience that will give you an edge: Shopify, Netsuite, Looker, Zipline, RetailNext, Deputy, Asana.
Supervisory Responsibilities:
- This position is responsible for leading a team of 5-10 retail team members, including Assistant Store Manager, Keyholders and Sales Associates.
Physical Requirements
- Ability to lift up to 10 pounds on a regular basis, and lift up to 40 pounds occasionally.
- Frequently physically active, including standing, walking, reaching and grasping for long periods of time. Ability to regularly bend or kneel.
- Ability to regularly climb ladders or step stools.
- Ability to go up and down stairs occasionally, carrying and moving boxes up and down stairs (depending on location).
- Ability to frequently communicate face to face, on the phone or via electronic means.
Scheduling and/or Travel Requirements
- Full-time, open availability (40 hours a week), including weekends and holidays.
- Work is required to be completed at the store location; in other location only as designated by Retail Leadership
- Occasional overnight travel <5% may be required.
Job Type: Full-time
Pay: $75,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person
