Retail Front End Department Head

PGA Tour Superstore•Plymouth Meeting, PA

1d•Onsite

About The Position

The Front-End Dept Head (FEDH) is primarily responsible for delivering the best possible Customer experience in the store through our Club Services Desk and Front-End experience. Key responsibilities include the consistent implementation of the Experience Game Plan, consistent execution of product conversion processes, precise handling of store returns and checkouts, handle service-related processes proficiently, and adhering to Company Merchandise Standards when setting products. This role is responsible for supporting and overseeing all Club Services and Front-End operations. This role acts as the expert of the assigned department(s) by providing valuable input into operational and merchandising decisions to the Sales and Service Manager (SSM) to drive sales and elevate the Customer experience. Accountable for executing the role of a Starter (greeter) when not actively engaged in supporting Services or Front-End operations. The Starter plays a crucial role in ensuring Customers receive a warm greeting, offering guidance on product locations, coordinating with Associates to meet Customers in specific departments, and effectively managing traffic flow. Clear communication through directing on-floor work assignments and providing specific departmental training for all Associates. Participate in weekly department walks with the SSM to evaluate the state of the business and create worklist for self/department Associates that align with their strengths. Additionally, follow up with the SSM on the execution of all assigned tasks. Assist in keeping Front-End and Services merchandise presence at a premiere stock and visual level to drive sales and the Customer experience. All Club Services and Front-End areas, equipment, and supplies are always clean, organized, and operational. All Club Services and Front-End programs, promotions, and procedures are consistently executed/maintained. Responsible for but not limited to basic club repair duties, G&T App Management (Creating Orders, maintaining queue, etc.), retrieving BOPIS orders for customers and processing through the OMS, processing trade-ins as they arrive, retrieving Special Orders that have arrived, answering Customer phone calls, execution of Cleaning & Equipment Maintenance Checklist, re-gripping clubs, re-shafting clubs, club extensions and cut downs, Loft & Lie adjustments, and cleanliness of the Services area. Ensure compliance with all Loss Prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace. Demonstrate a culture of ethical conduct, safety, and compliance. Responsible for opening and closing the store at times without additional leadership presence. Responsibilities include but not limited to cash handling procedure, deposits, Customer escalation, opening/closing procedures, providing task direction to all departments, maintain brand/merchandising standards across entire store, drive Customer experience and Associate/Customer safety.

Requirements

Strong listening and interpersonal skills.
Good verbal and written communication skills.
Ability to communicate cross-functionally.
Ability to communicate expectations and standards to execute Company programs.
Basic computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
Skills to manage conflict, lead conflict resolution and hold others accountable.
Ability to quickly learn business acumen with appropriate training.
Ability to organize multiple priorities to ensure that resources are properly allocated to meet objectives.
Ability to lead by example and, through daily actions, enforce a high standard of Customer service.
Ability to lead with a Servant Leadership approach.
High School Diploma or equivalent.
Retail experience preferred.

Responsibilities

Delivering the best possible Customer experience in the store through our Club Services Desk and Front-End experience.
Consistent implementation of the Experience Game Plan.
Consistent execution of product conversion processes.
Precise handling of store returns and checkouts.
Handle service-related processes proficiently.
Adhering to Company Merchandise Standards when setting products.
Supporting and overseeing all Club Services and Front-End operations.
Acting as the expert of the assigned department(s) by providing valuable input into operational and merchandising decisions to the Sales and Service Manager (SSM) to drive sales and elevate the Customer experience.
Executing the role of a Starter (greeter) when not actively engaged in supporting Services or Front-End operations.
Ensuring Customers receive a warm greeting, offering guidance on product locations, coordinating with Associates to meet Customers in specific departments, and effectively managing traffic flow.
Directing on-floor work assignments and providing specific departmental training for all Associates.
Participating in weekly department walks with the SSM to evaluate the state of the business and create worklist for self/department Associates that align with their strengths.
Following up with the SSM on the execution of all assigned tasks.
Assisting in keeping Front-End and Services merchandise presence at a premiere stock and visual level to drive sales and the Customer experience.
Ensuring all Club Services and Front-End areas, equipment, and supplies are always clean, organized, and operational.
Ensuring all Club Services and Front-End programs, promotions, and procedures are consistently executed/maintained.
Performing basic club repair duties, G&T App Management (Creating Orders, maintaining queue, etc.), retrieving BOPIS orders for customers and processing through the OMS, processing trade-ins as they arrive, retrieving Special Orders that have arrived, answering Customer phone calls, execution of Cleaning & Equipment Maintenance Checklist, re-gripping clubs, re-shafting clubs, club extensions and cut downs, Loft & Lie adjustments, and maintaining cleanliness of the Services area.
Ensuring compliance with all Loss Prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace.
Demonstrating a culture of ethical conduct, safety, and compliance.
Opening and closing the store at times without additional leadership presence.
Managing cash handling procedures, deposits, Customer escalations, opening/closing procedures, providing task direction to all departments, maintaining brand/merchandising standards across the entire store, driving Customer experience and Associate/Customer safety.