Retail Store Manager (Brooklyn, NY)

Avocado Mattress • Williamsburg, NY

2d • Onsite

About The Position

Avocado is currently looking for a Retail Brand Experience Store Manager to be part of our team in Brooklyn, NY. This is an on-site position. The role involves creating, reporting, driving, and tracking KPIs/OKRs around sales goals, providing in-the-moment coaching to the team, and acting as a visible spokesperson for the brand. The Store Manager will also manage and coordinate company events, respond to customer inquiries, resolve escalated issues, and ensure the team is knowledgeable about products and processes. Additionally, they will assist with daily workloads, conduct performance reviews, suggest operational improvements, and ensure an exceptional customer experience. The role also includes managing the showroom's condition, representing the brand at community events, managing inventory, ensuring store operations are in working order, and limiting product shrink. Digital responsibilities include engaging in digital sales activities, following up with customers via CRM, and assisting with customer emails.

Requirements

• Minimum of 3 years of retail experience, including retail / store management experience (e.g. at least keyholder) and experience managing store employees.
• Passionate about our brand’s values of healthy living, environmental awareness, and social responsibility.
• Experience in creating, reporting, and tracking KPIs / OKRs around sales goals.
• Invested in creating a balanced and healthy environment for staff and guests.
• A team player who actively contributes to the team in order to complete tasks, meet goals or manage projects.
• An entrepreneurial spirit to elevate your specific location.
• Regular and predictable attendance.
• Ability to lift 200 lbs. and be on your feet all day.
• Mobility : The ability to remain in a stationary position, often standing or sitting for prolonged periods.
• Movement : The ability to execute repeating motions that may include the wrists, hands and/or fingers; including reaching or bending repeatedly.
• Move : Ability to adjust or move objects up to 50 pounds in all directions.
• Lift : Capability to lift up to 200 pounds using lifting aids and/or equipment.
• Operate : Constantly operates a computer and other office machines such as printers and tablets.
• Communicate : This role frequently communicates with other team members to update on the status of a task.

Nice To Haves

• Previous experience working for a brand with similar values is a plus!
• Previous experience running branded events is a plus.

Responsibilities

• Create, report, drive and track KPIs / OKRs around sales goals.
• Work alongside the team while providing in-the-moment coaching and feedback on a regular basis.
• Provide feedback and suggestions to management on how to better improve the retail experience.
• Engage with customers and employees as a visible spokesperson and advocate for our brand.
• Manage and coordinate Avocado events within the location, including but not limited to virtual experiences.
• Participate in company initiatives and concept projects.
• Respond to customers who have questions or need assistance in a variety of areas — product information, order updates, issue resolution, etc.
• Provide guidance in determining outcomes for issue resolutions; handle and resolve escalated customer issues and situations as needed.
• Ensure the whole team is well-versed in all products and processes.
• Train the team on all new products released.
• Assist team with managing daily workload of responding to customer emails, chats, and customers in the showroom.
• Provide continual evaluation and feedback of processes and procedures by preparing and administering monthly performance reviews for employee improvement.
• Suggest methods to improve operations, efficiency, and service.
• Ensure calls and overall workload are handled efficiently and effectively.
• Assist guests with resolving customer experience issues and provide an exceptional customer experience unlike any other in our industry!
• Collaborate with teams such as customer experience, production, and logistics in order to maintain a low return rate.
• Provide the best customer service in the world!
• Manage the overall condition of our showroom.
• Attend community events and meetings when necessary to represent the store and the Avocado brand.
• Champion our brand's values and be willing to promote the retail experience in your community.
• Manage inventory of sellable products across all channels.
• Ensure the operations of the store are in working order and follow up with correct services for repairs or maintenance, including Wellness Cafe area.
• Limit shrink (negative cost) of products and peripherals.
• Engage in digital sales activities, including conducting sales through chats, phones, and virtual appointments.
• Follow up with customers through the CRM platform and ensure a wholesome experience by being a resource to them.
• Assist team with managing the daily workload of responding to customer emails.

Benefits

• Medical (HMO, PPO, HSA)
• 100% Employer Paid Life Insurance
• 401(k) with employer match
• PTO
• Volunteer days
• Employee product discount
• Annual Bonus Plan
• Training and Tools to be successful along with a strong partnership from your peers and leaders
• Access to wellness apps
• Referral Bonus
• Opportunity to grow

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed