General Manager

Express•Columbus, OH

13d

About The Position

The General Manager leads a high-volume, complex retail store and its team to provide a best-in-class customer experience, drive conversion and customer loyalty, and maximize profitability. The role is accountable for meeting store metrics and goals through hiring, training, developing, and coaching associates, while ensuring consistent customer service and operational excellence. The General Manager leads the Sales Leadership Team, builds a strong and collaborative team, and oversees associate development, performance, and recognition. The role also models and coaches effective customer experience behaviors, responds to customer concerns, and ensures associates have the information and coverage needed to serve customers. The position executes company strategies and programs, reviews store performance, identifies opportunities, creates improvement plans, manages payroll and scheduling, and controls expenses. The role requires prior retail store management experience, including experience in a high-volume store, and availability for nights, weekends, and non-business hours. Periodic travel may be needed for meetings.

Requirements

High school education or equivalent.
At least 5 years of previous retail store manager experience.
Retail experience in a high-volume store.
Proven ability to increase sales and store profitability.
Proven ability to network, recruit, interview, train, develop, and promote associates.
Meet defined availability criteria, including nights, weekends, and non-business hours.
Proficiency with technology such as iPads, registers, and Google tools.
Ability to travel periodically as needed for meetings.
Meet physical requirements.
Experience in a specialty retail store environment.
Strong supervisory skills.
Ability to pivot quickly and adapt to frequent changes.
Demonstrated business acumen, verbally and in writing.
Customer service skills and ability to interact with customers.
Strong selling skills.
Strong verbal and written communication skills.
Demonstrated collaboration and ability to work well within a team.
Ability to multitask and handle multiple customers and/or processes at once.
Ability to model behaviors, conduct role-plays, and provide real-time feedback to associates.
Skill in de-escalating customer and associate issues to achieve positive outcomes.
Ability to train and share information with others.
Ability to learn or adapt to company-provided technology.
Currently authorized to work full-time in the United States; the company does not sponsor work visas for this position.

Responsibilities

Lead the Sales Leadership Team in delivering a consistent customer experience and operational excellence.
Build and maintain a strong team through succession planning, recruiting, retaining, and developing high-performing talent.
Ensure associates complete immersion programs and other eLearnings.
Train associates on store operations, products, visual standards, backroom organization, ship-from-store and buy-online-pick-up-in-store processes, policies, and procedures.
Coach associates in the moment on customer service, floor operations, stockroom management, and execution of standards.
De-escalate associate situations and partner with the District Manager on sensitive issues.
Follow and enforce legal and company policies to ensure the safety of associates and customers.
Manage performance through reviews and accountability in partnership with the District Manager.
Plan the calendar to address key priorities and foster a high-morale, unified team environment.
Promote associate recognition, collaborative teamwork, and productive peer relationships.
Model and ensure best-in-class customer experience behaviors that drive sales and loyalty.
Observe, role-play, and coach customer experience behaviors with associates.
Use in-store observations, customer feedback, and data analysis to prioritize improvements to the customer experience.
Provide associates with communications and resources about products and promotions.
Ensure appropriate associate coverage for a strong customer experience.
Identify root causes and resolve escalated customer issues.
Execute company strategies, programs, and processes covering merchandising, operations, loyalty programs, and other initiatives.
Review store performance metrics and observations, identify strengths and opportunities, and create focused improvement plans.
Analyze business reports and manage the payroll budget to schedule the right associates in the right positions at the right times.
Maximize sales and manage controllable expenses.
Perform other essential duties as assigned by the leader.