Retail Sales and Services Manager

PGA Tour • Richmond, VA

11d

About The Position

The Sales and Service Manager leads a team of Associates and is responsible for providing exceptional Customer service in a clean, safe, and well-maintained store. The manager owns assigned departments, works to achieve sales targets, and prioritizes Customer satisfaction across the in-store experience, including Services, Front-End, Hard Goods, Soft Goods, STUDIO, golf teaching and fitting experiences, Practice Bays, fitting rooms, and community and in-store events.

Working with the Store Leadership Team and Field Leadership, the manager identifies Customer needs and develops strategies to meet service and sales objectives. The role models and teaches PGA TOUR Superstore Service Behaviors, builds a Customer-first culture, maintains operational and merchandising standards, and supports Associate hiring, onboarding, learning, performance management, and development. The manager is also responsible for assigned-department inventory accuracy, compliance, staffing, and store opening and closing when additional leadership is not present.

Requirements

• Strong listening and interpersonal skills, with good verbal and written communication and the ability to communicate cross-functionally.
• Ability to communicate expectations and standards for executing Company programs.
• Strong strategic and analytical skills, including forecasting business needs and developing solutions to complex problems.
• Ability to identify opportunities and solutions to increase sales and strengthen 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 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 up and down a ladder, move throughout the store, and lift a 30 lb. box overhead.
• Ability to work a flexible work week, including nights, weekends, and holidays depending on business needs.

Responsibilities

• Recognize and reward individual and team performance, Core Values behaviors, and Company loyalty.
• Foster a respectful, inclusive, ethical, safe, and compliant workplace for Associates and Customers.
• Maintain a visible presence on the sales floor to assess and respond to the needs of the business, Associates, and Customers.
• Maintain operational and merchandising standards and train Sales Associates as needed.
• Ensure compliance with Company Standard Operating Procedures through observation, training, and communication.
• Keep Associates informed about merchandising promotions and marketing events, and ensure promotions are executed throughout their lifecycle.
• Enable Associates to understand, educate Customers about, and promote products and services.
• Ensure compliance with Loss Prevention policies and procedures to support inventory accuracy and workplace safety.
• Model, train, and coach Associates in Service Behaviors and Customer-first service.
• Set clear expectations and manage performance through observation, recognition, coaching, performance improvement plans, and formal write-ups.
• Conduct regular weekly department walks with Department Heads to maintain operational excellence, Customer experience, and Associate engagement.
• Provide hiring and termination recommendations to the General Manager and Assistant General Manager.
• Review SPS reporting to identify business performance drivers and collaborate with Field Leadership on inventory needs.
• Support Associate onboarding and learning, address product knowledge and system gaps, and hold development conversations with assigned Associates.
• Maintain assigned-department inventory accuracy through stock replacement, product conversion, STUDIO/OEM Bay Planogram execution, returns and checkouts, tagging integrity, and cycle counts.
• Execute PGA TOUR Superstore community efforts, educate Associates about their 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, Practice Bay areas, equipment, and supplies clean, organized, and operational.
• Ensure programs, promotions, and procedures across assigned store areas are consistently executed and maintained.
• Assess competitors and use Customer insights and feedback to improve the business and make the store a destination of choice.
• Anticipate staffing and talent needs, recruit for short- and long-term needs, and adjust schedules and resources to provide appropriate Customer coverage.
• Open and close the store when additional leadership is not present, including cash handling, deposits, Customer escalations, opening and closing procedures, task direction, staffing validation, merchandising standards, 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.
• 100% 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