Retail Shift Manager 1

Dufry•Chicago, IL

21d•Onsite

About The Position

The Retail Shift Manager at Chicago O'Hare International Airport assists location management in executing retail operations and delivering an optimal customer experience. The role maintains operational readiness through cleanliness, appropriate staffing, and compliance with retail and operational standards, policies, and procedures. The manager coaches and supports hourly associates, maintains merchandise and displays, oversees shift-level labor and cash procedures, and helps ensure accurate inventory handling. The position may serve as Manager on Duty during assigned shifts and requires availability across various operating days and hours, including opening, busy periods, and closing.

Requirements

At least 2 years of retail and/or customer service experience.
At least 6 months of supervisory or lead experience in retail, specialty retail, or a customer service environment.
Basic math skills and cash-handling experience.
Knowledge of federal, state, and local safety and health standards and procedures relevant to retail regulations.
Experience with POS systems and retail management software.
Strong attention to detail and effective communication skills.
Ability to maintain operational standards while supporting team performance during assigned shifts.
Ability to speak, read, and comprehend instructions, correspondence, and policy documents, and converse comfortably with customers.
Knowledge of retail inventory management, loss prevention procedures, and merchandise handling protocols.
Ability to work shifts across various operating days and hours, including opening, busy periods, and closing.

Nice To Haves

Book retail experience or an active interest in reading.
Product knowledge relevant to the assigned retail category, or the ability to develop that expertise quickly after hire.
Understanding of visual merchandising principles, planogram execution, and retail display standards in book retail environments.

Responsibilities

Execute established Standard Operating Procedures during assigned shifts, conduct operational checks, ensure compliance with brand standards, and document deviations for management review.
Hold hourly associates accountable for operational protocols and provide immediate coaching and support.
Keep merchandise displays clean, stocked, and visually appealing; monitor equipment functionality and report maintenance needs.
Review and approve timekeeping punches and monitor hourly team members' overtime for compliance with labor laws and budget objectives.
Assign tasks and ensure associates take mandated rest breaks and meal periods.
Escalate performance concerns to leadership and coach associates to improve performance and maintain operational standards.
Operate POS systems, process transaction voids, and follow cash-handling and security policies.
Monitor inventory, assist with merchandise receiving, process invoices accurately, and report discrepancies and stock-outs.
Train staff on brand standards and ensure compliance with company retail policies and visual merchandising standards.
Execute planogram changes and oversee seasonal book displays and promotional setups.
Support exceptional customer service through knowledgeable, professional staff and create compelling thematic and locally relevant book displays within brand guidelines.
Coach associates on product knowledge and customer engagement, recognize strong performance, resolve customer issues, and motivate team members to meet customer experience standards.
When serving as Manager on Duty, ensure operational readiness, address escalated issues, and represent store leadership.