Retail Office Manager

SVS Vision, Inc.•Eastpointe, MI

21d

About The Position

The Retail Office Manager leads the optical team to maximize sales, profit, and customer service. The role supervises and performs optical operations, including eyewear dispensing and patient care, setting strategic goals, and delivering financial performance. The manager hires, trains, coaches, and manages team performance, and partners with the Optometrist to support business results, patient care, and customer service.

Requirements

ABO/SVS Certification required within 12 months of hire or promotion.
High school graduate or equivalent.
Three years of leadership experience or equivalent management experience with a strong customer-service focus.
Ability to lead, coach, and build relationships in a professional environment.
Ability to direct and motivate a diverse associate network.
Ability to analyze and solve issues of varied scope and decisively implement solutions.
Solid organizational and planning skills.
Ability to monitor progress in relation to goal attainment.
Ability to analyze financial data, recognize improvement opportunities, and formulate plans to address them.
Ability to multitask and remain flexible in an evolving environment.
Commitment to providing great customer service.
Solid computer knowledge, including Microsoft Office Suite.
Ability to communicate effectively throughout the organization through written and two-way verbal communication.
Ability to read and write at a high school graduate level.
Ability to operate office equipment, including a personal computer, telephone, fax machine, and copier.
Ability to operate a cash register and optical equipment and tools.
Ability to work normal and/or extended office hours, including evenings, nights, and weekends, to meet established deadlines.

Nice To Haves

Optician experience desired.
Leadership or management experience preferably in an optical or retail setting.

Responsibilities

Hire, develop, and train associates; manage performance in accordance with HR and union policies.
Identify key-carriers and schedule them to ensure responsibilities such as store opening and closing, cash office duties, and alarm call response are completed.
Partner with the Optometrist so the team and doctor work together to achieve business, patient-care, and customer-service results.
Ensure compliance with company HR policies and practices, federal and state laws and regulations, and relevant operational processes.
Communicate company initiatives, processes, and key associate information to the team.
Lead execution of merchandise, operational, and customer-service strategies to achieve planned sales, gross margin, and financial results.
Model service, patient-care, and selling techniques to maximize customer satisfaction and achieve business objectives.
Complete tasks and respond to patients and customers with urgency.
Plan, schedule, and follow up on optical initiatives; identify opportunities to grow the business.
Develop business plans and follow up on actions to drive profitable sales.
Provide and model excellent customer service in customer interactions; direct and provide feedback to the team, including resolving customer issues.
Dispense eyewear according to professional standards.
Perform key-carrier duties, including opening and closing the store, cash office responsibilities, committing payroll, and responding to alarm calls.
Travel independently to support company objectives and personal development.