Hub Manager

Stores•Virginia Beach, VA

6d•Onsite

About The Position

Under general supervision, the Hub Manager is responsible for achieving sales goals and ensuring operational excellence across Hub fulfillment operations and delivery. The role emphasizes customer-centered service and product expertise to enhance the boating experience. The Hub Manager supports customer satisfaction, teamwork, and a safe, inclusive workplace, and helps ensure the Hub and Crew reflect West Marine’s brand standards and service quality. The position oversees omni-channel fulfillment, including order processing, pickup, delivery, returns, transfers, and stock accuracy. It also coordinates staffing with the Store Manager, supports the local customer base with the PRO Market Team, and trains store staff to support PRO customer business needs. Delivery responsibilities include ensuring timely and accurate deliveries, safe handling, proper use of company technology, and vehicle readiness and maintenance. The Hub Manager assists customers with in-store purchases and product recommendations, works with the Store Manager to maintain appropriate inventory while minimizing shrinkage, and performs other tasks supporting Hub or Store operations. The role requires a high school diploma or equivalent, at least two years of relevant experience, the ability to obtain and maintain hazardous materials and forklift operator certifications, and a valid driver’s license with a satisfactory driving record. Candidates must be at least 21 and willing to complete criminal background, pre-employment drug, and DMV checks. The position may involve varied shifts, including nights, holidays, and weekends.

Requirements

High school diploma or equivalent required.
At least two years of relevant experience required.
Exceptional verbal and written communication skills.
Strong customer service skills, with a focus on positive experiences and customer loyalty.
Proven sales abilities.
High attention to detail and strong organizational skills.
Ability to consistently meet deadlines in fast-paced situations.
Strong analytical skills to identify issues and implement solutions.
Excellent supervisory skills, including the ability to lead, motivate, and develop Crew Members.
Ability to prioritize and delegate tasks effectively.
Ability to perform in a dynamic, sometimes high-stress setting while maintaining composure and efficiency.
Proficiency in Microsoft Office Suite or related software.
Ability to obtain and maintain Hazardous Materials Certification.
Ability to obtain and maintain Forklift Operator Certification.
Must be at least 21 years old.
Must maintain a valid driver’s license and satisfactory driving record.
Must be willing to submit to a criminal background check, pre-employment drug screen, and DMV checks under the West Marine Driver Fleet Safety Program.
Must be willing to work varied shifts based on business needs, including nights, holidays, and weekends.
Must be able to stand and walk continuously throughout the retail space.
Must be able to wear and communicate through a headset continuously.
Must be able to climb, bend, stoop, and twist frequently.
Must be able to lift up to 50 pounds to shoulder height unassisted frequently.

Responsibilities

Drive sales growth by delivering exceptional customer experiences and achieving annual sales targets.
Coach and develop Crew Members, support high performance, and foster a positive workplace culture.
Lead by example by engaging with customers and helping meet their boating needs.
Collaborate with the PRO Market Team to expand and support the local customer base.
Partner with the Store Manager to schedule staff according to business demand.
Oversee omni-channel orders for in-store pickup and delivery.
Manage and prioritize orders using Sales Force.
Pick, pack, and ship orders accurately to meet service level agreements.
Coordinate transfers and special purchases, and maintain accurate stock management.
Maintain efficient product selection and transfer methods to optimize fulfillment time.
Oversee customer returns in accordance with service level agreements and company policies.
Monitor past-due orders and incoming product transfers.
Keep work areas clean and organized, with tools and supplies readily available.
Resolve customer issues and deliver excellent customer interactions.
Train store staff to support PRO customer business needs.
Ensure timely, accurate product deliveries and use company-provided technology and systems to execute and document deliveries.
Maintain quality delivery practices, including timeliness, package quality, and safe handling.
Interact with customers during deliveries and inform them about upcoming events and promotions.
Ensure company vehicles are clean, organized, fueled, and properly stored; oversee general upkeep and safe operation.
Immediately communicate vehicle concerns, damage, or malfunctions to the Store Manager.
Assist customers with in-store purchases, product selection, and knowledgeable recommendations.
Plan with the Store Manager to ensure adequate inventory levels while minimizing inventory shrinkage.
Perform additional tasks as assigned to support Hub and Store operations.