Retail Shift Manager

Dufry•Hudson, OH

About The Position

The Retail Shift Manager assists location management in executing retail operations to ensure optimal customer experiences. The role maintains operational readiness through cleanliness, appropriate staffing, and adherence to retail and operational standards, policies, and procedures. The manager may serve as Manager on Duty during assigned shifts, ensuring readiness, addressing escalated issues, and representing store leadership. The position is non-exempt under the Fair Labor Standards Act and requires working shifts 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.
Product knowledge relevant to the assigned retail category, or ability to develop this expertise quickly after hire.
Strong attention to detail and effective communication skills.
Ability to maintain operational standards while supporting team performance during assigned shifts.
Understanding of visual merchandising principles, planogram execution, and retail display standards specific to book retail environments.
Ability to speak, read, and comprehend instructions, correspondence, and policy documents, and converse comfortably with customers while providing excellent service.
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.

Responsibilities

Execute established Standard Operating Procedures during assigned shifts through regular operational checks, brand-standard compliance, and documentation of 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 labor-law and budget compliance.
Assign tasks to associates and ensure mandated rest breaks and meal periods are taken.
Escalate performance concerns and coach associates to improve performance and maintain operational standards.
Operate POS systems, process transaction voids, and follow cash-handling and cash-security policies.
Monitor inventory, assist with merchandise receiving, accurately process invoices, and report discrepancies and stock-outs.
Ensure compliance with company retail policies and procedures; train staff on brand standards and monitor visual merchandising.
Execute planogram changes and oversee seasonal book displays and promotional setups.
Deliver 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.