Alterations Manager

Davids Bridal•Kennesaw, GA

About The Position

The Alterations Manager leads all activities for the alterations room and reports to the Store Manager. The role assists the Store Manager with recruiting and interviewing Alterations Specialists and Alterations CSRs, and trains, coaches, and motivates alterations associates to deliver superior customer service, meet sales plans, and achieve Hall of Fame status. The Alterations Manager is a key holder who may periodically open the store and perform related responsibilities. As a member of the store management team, this person models the values and qualities of the David’s Bridal brand. The manager leads a customer-first culture, supports a five-star customer experience, and develops team performance through coaching, training, feedback, and performance management. The role also supports sales, customer loyalty, alterations and fitting services, inventory and merchandise standards, and employee relations.

Requirements

One year of prior management experience.
Prior sewing experience is required, preferably in a bridal and/or special-occasion production environment.
Prior experience with a computerized POS system and the ability to use one.
Ability to perform sewing and fittings to David’s Bridal standards as needed.
Ability to stand, walk, and sit for extended periods; reach; climb stairs; stoop, kneel, crouch, or crawl; bend, twist, and move throughout the store.
Ability to talk to and hear customers.
Manual dexterity for POS use, counting money, computer access, telephone calls, sewing, and fittings.
Ability to lift and/or move up to 10 pounds.
Ability to see up close and at a distance, use peripheral vision and depth perception, and look at, read, and use a computer and other electronic devices for long periods.

Responsibilities

Lead and model a customer-first culture across all roles.
Assign shifts and activities, review results, provide feedback, and hold the team accountable for a five-star customer experience.
Monitor individual performance and create improvement plans through weekly performance discussions, observations, customer reviews, mystery shops, coaching, and development.
Provide ongoing coaching and training to strengthen selling skills, behaviors, processes, and achievement of goals.
Drive customer loyalty through clientele calls and appointment generation; build customer relationships and provide service.
Resolve customer issues, partnering with the Store Manager, Regional Director, or Contact Center as needed.
Respond promptly to customer questions with product and service information, and speak with each customer before they leave to validate their experience and address issues.
Maintain store standards, a flawless shopping experience, and dress-code standards.
Execute sales plans with the Store Manager using key metrics, communicate daily sales goals to alterations team members, and serve as Floor Manager during peak sales times to provide fit and alterations consultations.
Assist the Store Manager in recruiting, interviewing, and hiring alterations associates.
Train Alterations Specialists in fitting and sewing techniques and provide ongoing product education for alterations team members.
Support training, retention, reward, and recognition; assist in educating stylists about gown and dress silhouettes, garment fit, steaming, pressing, and spot cleaning.
Monitor inventory management, special orders, out-of-stock items, and repairs, and ensure first-quality standards for merchandise.
Execute, monitor, and assess the five stages of training to ensure each team member completes role-specific training.
Ensure performance-management strategy is implemented consistently at all levels.
Handle employee-relations issues and partner with the Store Manager as necessary to develop action plans and performance-management strategies.
Address performance issues directly and promptly and approach conflicts constructively.
Perform special projects and other duties as assigned.
Periodically open the store and perform related responsibilities as a key holder.