The Store Manager utilizes and coordinates all services provided by Lost Arrow Corporation to manage the retail store consistent with the short and long-term interests of the company, its employees, and the local community in which they work. The Store Manager ensures the store provides the highest level of customer service possible. This position is responsible for achieving budgeted revenue goals and monitoring expenses. The Store Manager upholds our company's mission and is a voice in the community on environmental and community issues, using the store as a theater to bring the issues to life to educate and inspire our customers.
Essential Job Functions:
o Instill in your employees the meaning and importance of customer service as outlined in the retail philosophy, “our stores are a place where the word ‘no’ does not exist.” Empower staff to “use their best judgment” in all customer service matters.
o Promote and monitor quality service among staff through training and by acting as a positive role model.
o Create “seamless customer service” by making every effort to find merchandise for customers if an item is not in stock.
o Be personally available to all customers to communicate and identify their needs and address their questions or concerns.
o Develop your own “core” customer service.
Budgeting and Planning
o In conjunction with the Regional/District Manager, review the fiscal revenue, expense and profit goals for the store.
o Ensure that goals will be met through appropriate planning and organizing of staff, inventory, and expenses for short and long term success.
o Develop and monitor the capital expense budget to ensure that the store is properly maintained and upgraded to meet the high maintenance standards that reflect the GPIW image.
o Maintain expenses measured as a percentage of sales.
o Meet or exceed budgeted margin contribution.
o Make staff aware of sales goals.
o Monitor a loss prevention program to protect the company’s inventory and assets.
o Take necessary action to lower expenses if sales goals are not being met.
o Hire people who pursue passions that relate to our products and philosophy.
o Inspire employees so that each person contributes to the productivity of the store.
o Maintain staff levels that allow for the best possible customer service.
o Delegate work load appropriately and effectively.
o Write performance evaluations and goal assessments on the assistant store manager.
o With the assistant store manager, evaluate all store employees. Ensure that reviews are given on schedule and documentation is received in Human Resources according to the guidelines outlined by the Human Resources Department.
o When necessary, discipline employees consistent with the company disciplinary policies.
o Communicate with the Regional/District Manager at least once e a week via the phone or by written report so that your store and employees are recognized for what it is doing in customer service, events, and local issues.
o Review on a monthly basis, the store’s progress with the Regional/District Manager.
o Hold weekly staff meetings and submit notes to Patagonia Retail Services.
o Maintain open and positive relations with all divisions of the company.
o Maintain feedback loop to designers and buyers with customer comment cards and employee opinion.
o Work with the buyers to establish the inventory levels for your store.
o Ensure that company policy and procedures are communicated in a timely manner and adhered to accordingly.
Leadership, Training and Staff Development
o Develop and support a positive attitude toward Lost Arrow.
o Maintain employee attitude and morale by recognizing outstanding performance and service.
o Motivate and develop staff in order to encourage their professional development.
o Maintain training standards to ensure both product and systems expertise that will improve store operations and allow for better customer service.
o Provide an “open door” policy where employees are free to express their concerns and feelings without fear of retribution or ill will.
o Develop a pool of potential store managers/supervisors to meet the long range retail and company objectives.
o Create stores that are centers for the community and can aggressively educate our customers on environmental, social and political issues.
o Maintain a regular schedule of events and campaigns addressing environmental and social issues.
o Identify appropriate tithing recipients. Work to align ourselves with small grassroots groups that focus on direct action.
o Educate self and staff on global and local issues. Get actively involved.
o Ensure we “walk our talk” by operating stores that are environmentally responsible by recycling, conserving energy and using alternative modes of transportation.
o Maintain high merchandising values that reflect the Patagonia image by being creative, educational, inviting and expressive.
o Work in conjunction with the marketing department to develop an advertising or promotional plan that will maximize retail sales for your store.
o Assist the store merchandiser in developing a merchandising plan each season that enhances product presentation, includes signage or POP, and makes that store an easy place to shop.
o Ensure that the store is in compliance with all State and Federal employment laws, including: wage and hour, human rights and equal employment opportunities.
o Maintain safe working conditions for employees and customers. Resolve safety concerns quickly.
o Ensure store security from internal and external theft and know proper apprehension and prosecution procedures for your state.
Other Job Functions:
o Perform additional duties as assigned by the Regional/District Manager.
o Ability to stand/walk for extended periods of time, necessary to provide sales floor coverage related to customer service and loss prevention.
o Ability to reach overhead, bend, squat, kneel, and carry product, necessary for customer service, inventory re-stock, and store merchandising.
o Ability to walk up and down staircase, carrying boxes, product, and other necessary store related items.
o Ability to perform store maintenance items: sweep, vacuum, empty trash, clean.
o Ability to safely lift boxes up to 55 lbs.
o Comfortable climbing ladders.
o Typical work week is 40 hours - available to work minimum of one weekend day, one opening shift and one closing shift throughout the week.
o Some travel required.
Minimum Job Qualifications:
o Two years experience in retail store management.
o Demonstrated ability to build effective teams and motivate employees.
o Willingness to set and maintain high standards of performance.
o Ability to give clear directions and set expectations for staff.
o Knowledge of effective merchandise presentation standards.
o Understanding of basic retail concepts (gross margin, markdowns).
o Excel and Word proficient.
o Strong initiative and leadership skills.
o Excellent communication skills, both verbal and written.
o Excellent organizational skills.
o Accuracy and attention to detail.
o Flexibility, ability to adapt quickly and react positively to business needs and changes in strategies.
o Strong problem solving skills.
o Patagonia product use/knowledge.
o Surf-specific experience/knowledge required for surf store locations.
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.