Manager, Gift Shops - Carilion New River Valley

Carilion Clinic•Pearisburg, VA

5d•Onsite

About The Position

Oversees retail operations for one or more hospital gift shops, including staff management, scheduling, Point of Sale (POS) systems, purchasing, receiving, daily deposits, and cash flow. Responsible for cultivating a customer-focused environment that enhances the patient and guest experience and community outreach. Collaborates with other Carilion retail areas to support centralized product receiving and distribution. Accountable for financial performance, consistently demonstrating return on investment by meeting or exceeding revenue and profit projections. Manager Gift Shops Applies key financial concepts and analysis to decision making. Develops and implements actionable work plans with measurable outcomes. Continually assesses and reallocates resources to meet demands. Establishes budget that supports Carilion Clinics mission and uses financial and quantitative information effectively to manage expenses. Establishes staffing plan to maintain appropriate levels of coverage for hospital, while anticipating changing needs of hospital environment. Monitors and adjusts the budget and implements corrective plans as necessary. Proactively manages cost containment activities. Holds self and team accountable for maintaining the highest possible performance standards. Serves a diverse group of customers (applicants, employees, physicians, colleagues). Leads customer service effort by teaming with front line managers for process improvement, educating and providing staff with professional development opportunities and identifying and implementing new customer service approaches. Delivers efficient, consistent and timely services. Recognizes and acts on opportunities for growth and improvement to advance Carilion goals. Uses project management principles to accomplish goals, seeks out appropriate resources and proactively anticipates change within the market, industry and healthcare system. Aligns services with the mission and vision of Carilion. Translates Carilion goals into department specific objectives and priorities. Creates an environment of continuous performance improvement where productivity and results are monitored and actions for improvement are identified. Has accountability for human resources management and operational management. Inspires enthusiasm and builds support for projects. Attracts, selects, develops and retains qualified employees and is effective in using developmental planning to expand employee skills and abilities. Recruits, hires, orients, delegates to recognizes, coaches, develops, provides performance feedback and effectively manages performance of direct reports. Facilitates the professional growth and development of staff through orientation, continuing education, effective performance appraisals, goals development and reward and recognition programs. Role models customer service behavior and is accountable for staff meeting customer service standards. Builds positive relationships with volunteers who serve in department support roles. Communicates in a timely and appropriate manner. Consistently delivers the best in customer service. As a team member, demonstrates respect, dignity, kindness, and empathy in each encounter with patients, families, visitors and other employees. Manages department and has responsibility for employee selection, performance management, compensation decisions, counseling and discipline. Communication commonly occurs with persons who have similar or different functions inside or outside the organization. May provide problem-solving, consultation, advising or interpretation services to others. May work with outside vendors, but does not have the authority to commit for the organization. Accesses, enters and/or updates confidential information as a regular responsibility of the job. Appropriately shares information in performance of job.

Requirements

Bachelor's degree in business, marketing, or related field required.
Minimum 3 years' experience in business, marketing or related field required.
Demonstrated leadership, planning, organizational, marketing and budget management skills.
Strong verbal, written, and presentation skills.
Effective interpersonal, communication and teamwork skills required.
Must be able to manage customer service practices, retail operations and understand customer relations as it relates to ROI.
Must be able to handle numerous projects and deadlines simultaneously.
Computer skills sufficient to meet key objectives of the position.