Job Summary
As Store Manager, you will be accountable for all aspects of the customer experience and operations of the store. This includes building upon and executing company programs and team members development plans to achieve sales, service, and operational excellence. Reporting to the District Manager, you will create a service and selling culture within the store to expand our customer base, build our brand, and loyalty awareness. The position is responsible for ensuring the well-being of all pets while contributing to the success of the store through the adherence to operational standards to reach and exceed sales goals. This position is required to follow and enforce all company policies and procedures that are communicated from the Sunrise Store Support Office.
Essential Details
Sales Leadership
- Drive sales, service, and customer experience initiatives in store to achieve sales, KPIs and other store performance goals. Ensure team is completing as assigned. Teach / train team to deliver customer experience.
- Can articulate and communicate our vision, values, and priorities with our teams.
- Accountable for financial reporting and operational metrics standards for their location.
- Regularly monitor customer service and selling models within their store to ensure all staff interact with customers in a professional and timely manner; resolve all customer complaints.
- Maintain a high level of professionalism and positive attitude in the workplace, including conducting oneself in an appropriate manner when communicating verbally, in writing, or by email.
Customer Excellence
- Build relationships and drive ongoing customer satisfaction, review customer ratings and action as needed.
- Focus on the customer experience, brand, and loyalty awareness by building relationships throughout the community.
- Protect employees and customers by maintaining a safe and clean store environment. Required to maintain cleanliness and well-being of all livestock including animal care and feeding. Accountable for the protection of all company assets both tangible and intangible.
- Motivate, coach, develop, and performance manage teams focusing on the expected customer experience and selling model.
- Ensure that company values are upheld and accurately represented within their store.
Operations and Talent Development
- Ensure Brand Standards and operational excellence are maintained.
- Manage controllable expenses and ensure loss prevention and safety standards are in place to support store profitability.
- Inventory management - Place orders within budget and appropriate to drive sales, maintain inventory accuracy, and ensure shrink goals are met.
- Manage labor hours to meet customer needs and complete all required operational compliances.
- Ensure consistent use of tools and processes and that company directives are implemented by specified deadlines.
- Responsible for execution of all training plans, new hire checklists, sales techniques, and all merchandising standards.
- Team development includes training, supervision, coaching, and ensures timely performance management (up to and including termination) including writing and delivering performance appraisals and OFIs (Opportunity for Improvement).
- Create a talent pipeline by developing and maintaining proactive staffing plans for their store. Plan and coordinate hiring (pre-screening, interviewing, and hiring); responsible for ensuring that appropriate staffing levels are consistently maintained in accordance with their staffing plans.
Business Insight
- Control and maximize DSOP through POS discounts, store use of supplies, employee discounts and damaged inventory.
- Review, analyze and interpret profit and loss statements. Determine areas of opportunity to improve and maximize bottom line profit.
- Plan and execute community events and partnering with various rescue agencies.
Requirements: Experience, Education, Certifications (List minimum required to enter the role.)
- Minimum 3- 5 years in a retail manager role or a minimum of 1 year in a Store Manager role
- Enjoy working with and around animals.
- College degree an asset
Job Requirement
- Ability to work a flexible work schedule which includes morning, evenings, weekends and/or holidays.
- Ability to work a rotating schedule that includes the following:
o 2 closing shifts per week
o 1 full weekend (Saturday and Sunday) every period
o Saturday or Sunday each week
o 1 full weekend off every period if coverage permits.
- Must work a minimum of 45 hours per week.
- Must possess a valid driver’s license.
- Access to a motor vehicle
Physical Demands, Working Conditions and Effort of position:
- Several duties require physical exertion and dexterity. Heavy lifting up to 55lbs required several times throughout a shift.
- Majority of tasks do not require long periods of mental concentration. One notable exception would be inventory ordering.
- Most of the time is spent on the selling floor, standing, or moving around. Active listening required when communicating / speaking with customers and employees.
- Active observation required when merchandising the store.
- Works in a relatively temperature-stable environment.
- May occasionally need to work alone.
- Accidental injuries from pets are possible.
- Common injuries are slips/trips/falls and strains/sprains due to lifting.
Competencies
- Customer Focus: Build a store environment that consistently delivers exceptional customer experiences. Lead, model, teach and coach for consistent engagement according to our service and selling model. Establishes and maintains effective relationships with customers and gains their trust and respect.
- Motivating Others: Creates a positive and inclusive environment that allows people to strive to do their best work; can assess each person’s skills and abilities and use it to get the best out of him/her/them; makes everyone feel his/her/their work is important and add value; inspires others by explaining the “why” and how it impacts the company priorities.
- Drive for Results: Foster an environment in which associates are accountable for meeting and exceeding goals. Accountable for achieving and exceeding goals successfully within their location. Prioritizes, plans, and monitors performance to ensure desired results are achieved. Set expectations for self and team and steadfastly push self and others for results. Demonstrates sound judgement and decisions despite ambiguity at times. Ensures process and operational consistency and excellence. Hold leaders accountable to execute with agility and speed.
- Interpersonal Savvy: Has the ability to adapt to change and collaborate well with others - up, down, and across, both inside and outside the organization. Demonstrate collaboration through transparency, follow through consistently on commitments despite obstacles and competing priorities. Uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Talent Development: Develop the team through growth opportunities and real-time feedback; Promote an environment that allows the team to challenge and improve plans and think though creative ideas. Capitalize on teachable situations to offer insightful coaching in real time. Continually elevate talent with consistency. Is a good judge of talent; can articulate the strengths and limitations of people inside or outside the organization. Demonstrates personal commitment to development and champions companywide talent initiatives.
- Time Management: uses his/her/their time effectively and efficiently; values time; concentrates on his/hers/their efforts on the more important priorities; gets more done in less time than others; can take on a broad range of activities.
- Delegation: Clearly and comfortably delegates both routine and important tasks and decisions; broadly shares both responsibilities and accountability; tends to trust people to perform; lets direct reports finish their own work.
- Building Effective Teams: Creates strong morale and spirit in his/her/their team; shares wins and successes; Ensures all team members understand their roles and goals and follow up on commitments made. Inspires associates to finish and be responsible for their work; defines success in terms of the whole team; Position associate talents to best align to work that is critical to driving growth; creates a feeling of belonging in the team.
Environmental Factors/Physical Demands
During employment, you may be given access to business information, customer and/or personnel information, and other company policies, which Pet Supermarket regards confidential and request you maintain such information confidential. While performing job duties, the employee is regularly required to have the ability to maintain open communication with customers, fellow employees, and upper management. Access, input, and retrieve information from the computer system. Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of his/her job such as typing, data entry, and vision to monitor, sitting/standing for extended periods of time, bending, reaching, kneeling, stooping, and maybe subject to lifting up to 40 pounds.
