Retail Sales and Services Manager

PGA Tour Superstore • Richmond, VA

12d • $22 - $25

About The Position

The Sales and Service Manager leads a team of Associates and owns assigned departments, creating a collaborative, inclusive environment focused on exceptional Customer service, sales results, and a clean, safe, well-maintained store. The role supports the full PGA TOUR Superstore experience, including Services, Front-End, Hard Goods, Soft Goods, STUDIO operations, golf teaching and fitting experiences, Practice Bays, fitting rooms, and community and in-store events. The manager works with the Store Leadership Team and Field Leadership to understand Customer needs and meet service and sales objectives, while modeling and developing a Customer-first service culture.

The position oversees Associate performance, hiring and talent planning, training and development, operational and merchandising standards, inventory accuracy, loss prevention, and compliance with Company policies and programs. The manager also supports HR programs and community efforts, reviews business reporting, and helps ensure appropriate staffing and coverage. They may open or close the store without other leadership present and direct store operations during those periods.

The role requires strong communication, analytical, organizational, leadership, accountability, and business skills, including P&L management. A college degree or equivalent leadership experience is required, as is experience leading Associate groups and handling performance management, disciplinary action, and business controls. The position involves extended standing, moving throughout the store, climbing ladders, and lifting a 30-pound box overhead. A flexible schedule, including nights, weekends, and holidays based on business needs, is required.

Requirements

• Strong listening, interpersonal, verbal, written, and cross-functional communication skills; ability to communicate expectations and standards for Company programs.
• Strong strategic and analytical skills, including forecasting business needs, solving complex problems, identifying sales opportunities, and improving operational processes.
• Basic computer skills and working knowledge of Microsoft Office Suite, including Outlook.
• Ability to manage conflict, lead conflict resolution, and hold others accountable.
• Strong business acumen and complete accountability for P&L management.
• Ability to organize multiple priorities and allocate resources to meet objectives.
• Ability to lead by example, maintain high Customer service standards, and use a servant-leadership approach.
• College degree or equivalent leadership experience.
• Experience leading small to large groups of Associates, including performance management, disciplinary action, and business controls.
• Ability to stand for extended periods, climb ladders, move throughout the store, and lift a 30-pound box overhead.
• Ability to work a flexible schedule, including nights, weekends, and holidays depending on business needs.

Responsibilities

• Build a culture of appreciation by recognizing and rewarding individual and team performance, Core Values behaviors, and Company loyalty.
• Foster a respectful, inclusive, ethical, safe, and compliant environment for Associates.
• Promote a culture where Associates enjoy working and Customers enjoy shopping; recognize service behaviors and reward outstanding performance with the Store Leadership Team.
• Move throughout the sales floor to assess and address the needs of the business, Associates, and Customers.
• Maintain operational and merchandising standards through a consistent sales-floor presence and Associate training.
• Ensure compliance with Company Standard Operating Procedures through observation, training, and communication.
• Keep Associates informed about merchandising promotions and marketing events, and maintain merchandising throughout each promotion.
• Develop Associates’ knowledge of products and services so they can inform, educate, and support Customers.
• Ensure compliance with Loss Prevention policies and procedures and maintain accurate inventory and a safe, secure workplace.
• Model and teach Service Behaviors and maintain a Customer-first culture.
• Set clear expectations, observe performance, recognize contributions, coach Associates, and ensure accountability.
• Conduct regular weekly department walks with Department Heads to support operational excellence, Customer experience, and Associate engagement.
• Provide hiring and termination recommendations to the General Manager and Assistant General Manager, and use appropriate accountability processes such as coaching, improvement plans, and formal write-ups.
• Review SPS reporting to evaluate business performance and work with Field Leadership to determine whether additional inventory is needed.
• Support Associate onboarding, learning, product knowledge, systems training, and development coaching.
• Hold ongoing development conversations with assigned Associates.
• Ensure inventory accuracy in assigned departments through stock replacement, product conversion, STUDIO/OEM Bay planogram execution, accurate returns and checkouts, tagging integrity, and cycle counts.
• Carry out PGA TOUR Superstore community efforts, educate Associates about their broader purpose, and build relationships to address local needs.
• Support the Store Leadership Team in delivering HR operational and cyclical programs.
• Keep Services, Front-End, Soft Goods, Hard Goods, STUDIO, and Practice Bay areas, equipment, and supplies clean, organized, and operational.
• Ensure programs, promotions, and procedures in Services, Front-End, Soft Goods, Hard Goods, STUDIO, and Practice Bay areas are consistently executed and maintained.
• Assess competitors and use Customer insights and feedback to improve business and make the store a destination of choice.
• Anticipate staffing needs, plan talent, and recruit for both long- and short-term needs.
• Anticipate Customer flow and workload, adjusting efforts and schedules to provide coverage where and when needed.
• Open and close the store when needed without additional leadership present, including handling cash and deposits, responding to Customer escalations, directing tasks, validating staffing, maintaining store standards, and supporting Customer experience and safety.

Benefits

• Medical, dental, and vision coverage beginning on day one for eligible full-time Associates.
• Company-matching 401(k) retirement plan.
• Vacation time.
• Associate merchandise discount.
• Performance-based bonus opportunities for eligible full-time and part-time Associates.
• Full reimbursement of annual membership dues for eligible members of the PGA of America, LPGA, and United States Golf Teachers Federation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager