Retail Operations Manager-Retail-Exempt

Pinehurst•Pinehurst, NC

About The Position

The primary purpose of this position is to Manage the day-to-day retail operations and staff of the Main Golf Shop, hotel shops and the Vault. This person should provide leadership and direction by maintaining positive customer service and employee relations. The Operations Manager will be the frontline representative for Retail for all members, guests and other departments at the resort.

Requirements

Bachelor’s degree required and a minimum of five years related experience or an equivalent combination of education and experience.

Nice To Haves

PGA/LPGA Golf Professional with retail experience highly preferred.

Responsibilities

Develop and implement procedures to improve daily store operations, workflow, and productivity.
Be the Retail representative on all communications both within the Retail Team and across the Resort.
Ensure accuracy of information representing the Retail outlets.
Communicate retail strategies, events and updates to the team.
Communicate sales goals and be able to provide individual goals to the department or employee.
Distribute and post weekly employee work schedules to all employees.
Create and deliver a weekly newsletter to employees, highlighting upcoming events, retail announcements and policy changes.
Promote usage of Beekeeper as a communication tool for all employees.
Maintain open communication with staff and Retail leadership on status and/or concerns around staff, store operations, inventory, etc.
Monitor budgets and sales targets, analyze sales trends, staffing level needs and develop strategies to maximize profitability and meet financial targets.
Create and promote daily sales goals in ALL retail locations.
Manage stock levels, ensure accurate record-keeping, and oversee inventory control and replenishment.
Maintain appropriate levels of supplies needed to operate properly.
Own overall responsibility executing the Guest Return / Exchange process, shipping, label reprinting and shop daily agendas, while delegating to Retail Supervisors.
Recognize special events, functions, etc. where stock and staffing levels would need to be increased.
Lead, coordinate and conduct all period end inventories for each location.
Maintain a visible and engaged presence on the sales floor at all times; avoid staying in the office for extended periods.
Set the tone of professionalism, positivity, and guest-focused energy for the entire team.
Lead by example in demeanor, communication, and appearance — reflect Pinehurst’s standards of hospitality and brand excellence.
Be proactive in anticipating issues before they arise (inventory, guest traffic, associate coverage, etc.).
Manage the day-to-day operations and management of staff, including the Retail Supervisor - Hotel, Retail Floor Supervisors - MGS, backroom staff, and floor staff at the MGS, the Vault, Ladies Shop, Gift Shop and Peter Millar Shop.
Coordinate with HR and Retail Leadership to recruit, interview, and hire staff.
Train and mentor staff on best practices within each shop.
Supervise staff, including setting performance standards, driving retail revenues through, monitoring performance and providing timely feedback on proper standards of operations and continuing customer service growth.
Establish work schedules, maintain and adjust MS Excel schedule spreadsheet and launch to employees in a timely fashion.
Enter schedules into Dayforce and create daily agendas for each store.
Maintain a superior level of customer service and be a leader in training staff on key service points.
Act as primary in handling any staffing/scheduling problems by making adjustments for call outs or special business needs, and providing coverage in case of callouts, weather or unplanned events.
Encourage collaborative, supportive culture through team check-ins and peer recognition.
Maintain an open-door culture where employees feel safe asking questions, providing feedback and raising concerns.
Leverage standard tools for check-ins providing real-time feedback to employees on areas to improve.
Maintain structured 30/60/90-day and annual reviews.
Facilitate employee survey result discussion, create Retail Action Plan based on feedback and manage implementation through the year to improve scores.
Be the lead Retail Manager on Duty (MOD) and oversee the scheduling of other MOD shifts.
Maintain a presence on the floor in all shops, including the MGS, Vault, Ladies Shop, Gift Shop and Peter Millar Shop.
Coordinate a daily break schedule so EPs can complete the appropriate break or meal for their scheduled shift.
Implement daily tasks for all EPs and ensure that all tasks are complete.
Encourage team to maintain a clean, neat and easy to shop environment.
Promote guest interaction and assistance by retail associates.
Monitor all needs for supplies – gift boxes, shopping bags, gift cards, cleaning supplies, etc.
Maintain high standards of store presentation and customer service.
Be the point person in handling all customer service needs and issues for each location.
Communicate guest survey feedback within the team, including guest comments and scores.
Ensure adherence to company and department policies, health and safety regulations, and security protocols.
Ensure acknowledgement by employees and adherence to department policies including, but not limited to, uniforms, attendance and call out procedures, personal hygiene standards.
Utilize HR tools and maintain proper employee documentation, including, but not limited to performance feedback and attendance tracking.
Knowledge of POS systems, inventory management software, and MS Office.