This position will assist in managing 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 Assistant Manager will uphold the company’s voice on environmental and community issues by using the store as a theater to bring the issues to life to educate and inspire our customers. The Assistant Manager will support the Store Manager in achieving customer service and sales goals, monitoring expenses, and ensuring the store operates to uphold our company’s mission.
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 the stores own “core” customer service.
o Assist the store manager in formulating the annual fiscal business plan.
o Prepare the labor schedule to ensure that the store goals will be met through appropriate planning and organizing of staff.
o Keep overtime expenses as close to zero as possible. Overtime must not exceed 2% of total wages for the store.
o Maintain acceptable inventory shrinkage measured as a percentage of sales.
o Assume responsibility for opening and closing the store and securing all assets.
o Maintain an efficient ordering system to ensure that all necessary store and office supplies are available as needed.
o Maintain all building mechanical systems and report any malfunctions to the Architecture Department so that systems can be fixed.
o Maintain store security system, including building security and cash handling.
o Maintain a clean and well-organized backstock area.
o Assist in executing physical inventories by scheduling and overseeing the inventory process in your store.
o Follow the instructions of Patagonia Retail Services specific to inventory control: paperwork flow, timeliness of reporting receipt of goods, inventory transfers and other related inventory matters.
o Make sure damaged and defective goods are processed in a timely accurate manner.
o Assist in protecting company assets through promoting awareness of loss prevention.
o Assist in the hiring of people who pursue passions that related to our products and philosophy.
o Inspire employees so that each person contributes to the productivity of the store.
o Delegate work load appropriately and effectively.
o With the 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 Maintain an emergency evacuation system.
o Provide the store manager with a monthly update on the progress of the store and staff.
o Schedule the weekly staff meetings: encourage input.
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 Ensure the 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 Assume store manager responsibilities in his/her absence.
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 Oversee new hire training for new employees.
o Working with the store manager, have at least one education and/or informative clinic per month 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 Working with the store manager, 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 Encourage all staff to participate in planning events in the store.
o Identify appropriate tithing recipients. Work to align ourselves with small grass roots 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”. Operate stores that are environmentally responsible by recycling, conserving water, electricity and carpooling or cycling.
Merchandising / Marketing
o Maintain high merchandising values that reflect the Patagonia image by being creative, educational, inviting, and expressive.
o Work with the manager and merchandiser to develop and implement the merchandising plan for each session.
o Ensure that the store is in compliance with all State and Federal 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 Store 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 approximately 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 Previous retail sales experience.
o Ability to give clear directions and set expectations for staff.
o Excellent organizational skills.
o Excel and Word proficient.
o Accuracy and attention to detail.
o Effective communication skills.
o Ability to train and delegate effectively.
o Problem solving ability.
o Ability to effectively work with and motivate team.
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.