General Manager

Express•Columbus, OH

11h

About The Position

The General Manager leads a high-volume, complex retail store and its team to deliver 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, as well as ensuring consistent customer service and operational execution. The General Manager leads the Sales Leadership Team, builds and develops talent, maintains a strong team environment, and enforces company and legal policies. The role models and coaches customer experience behaviors, uses observations and feedback to address opportunities, and resolves escalated customer and associate issues. It also executes company strategies and initiatives, reviews store performance, analyzes business reports, manages payroll and scheduling, and controls expenses to support sales and store performance.

Requirements

High school education or equivalent.
At least 5 years of previous retail store manager experience.
Proven ability to increase sales and store profitability.
Retail experience in a high-volume store.
Ability to network, recruit, interview, train, develop, and promote associates.
Availability for nights, weekends, and non-business hours, as required by defined availability criteria.
Proficiency with technology, including iPads, registers, and Google tools.
Ability to travel periodically for meetings as needed.
Ability to meet the physical requirements of the role.
Strong supervisory skills.
Ability to adapt quickly to frequent changes.
Business acumen and ability to communicate verbally and in writing.
Customer service and selling skills, including the ability to interact with customers.
Strong verbal and written communication skills.
Collaborative skills and ability to work well within a team.
Ability to multitask and manage multiple customers and processes at once.
Ability to model behaviors, conduct role plays, and give associates real-time feedback.
Ability to de-escalate customer and associate issues and work toward positive outcomes.
Ability to train others and share information.
Ability to learn or adapt to company-provided technology.

Nice To Haves

Experience in a specialty retail store environment.

Responsibilities

Lead the Sales Leadership Team in delivering a consistent customer experience and operational excellence.
Recruit, retain, develop, and plan succession for 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 on customer service, floor operations, stockroom management, and execution of standards.
De-escalate associate situations and partner with the District Manager on sensitive issues.
Enforce legal and company policies to help ensure the safety of associates and customers.
Manage performance, conduct reviews, and hold associates accountable to policies in partnership with the District Manager.
Plan the work calendar to address key priorities and foster a high-morale, collaborative, one-team store environment.
Ensure associate recognition programs are available and used, and develop productive peer relationships.
Model and coach customer experience behaviors to drive sales and customer loyalty.
Use store observations, customer feedback, and data analysis to prioritize customer experience improvements.
Provide associates with communications and resources to keep them current on products and promotions.
Ensure appropriate associate coverage to support the customer experience.
Identify root causes and resolve escalated customer issues.
Execute company strategies, programs, and processes, including merchandising, operations, loyalty programs, and other initiatives.
Review store performance metrics and observations, and create focused improvement plans with clear expectations.
Analyze business reports and manage the payroll budget to build effective schedules.
Maximize sales and manage controllable expenses.
Perform other essential duties as assigned by the leader.