Student Union Store and Customer Success Manager - VolShop - UTK

University of Tennessee • Knoxville, TN

260d

About The Position

This position manages all daily operations of the VolShop and VolSnack Shop in the Student Union at the University of Tennessee. As part of the VolShop group of licensed apparel stores, the Student Union VolShop serves as the flagship location selling University of Tennessee and Volunteers branded merchandise for campus customers, alumni, and fans. This position manages a team of full-time and student staff by recruiting, hiring, and training staff to provide exceptional experience for customers.

Requirements

• High school diploma/GED
• 3 years' in management role supervising 20+ employees
• Experience in a fast-paced, high volume retail store

Nice To Haves

• Bachelor's degree
• 5 years in college retail store management, supervising student employees
• 5 years in management role supervising up to 40+ employees

Responsibilities

• Supervises all full-time and student employees for the Student Union VolShop and VolSnacks stores throughout employment including hiring, training, termination, and ongoing coaching and development.
• Works with HR Manager to fill open positions.
• Training of employees includes register training, customer service training, stock room and inventory processing, visual merchandising training, and other daily functions such as store opening and closing procedures and selling techniques to achieve sales goals.
• Fosters an inclusive work environment for staff that aligns with VolShop and University of Tennessee Mission Statements and Standards.
• Determines store hours and creates a work schedule for all employees following HR Manager timelines, making changes as needed.
• Schedule must remain in budget with staffing at appropriate levels for the academic year as well as seasonal events including home football games and other athletic events, graduations, orientations, and campus tours.
• Monitors all cashiering transactions for accuracy and communicates with the Accounting Department the cash needs for the store and to resolve any point-of-sale issues.
• Alerts IT Systems Manager to any issues with POS hardware or software.
• Oversee all functions of the stockroom including ensuring stockroom staff are following all operational procedures accurately and effectively to increase sales and reduce loss.
• Trains staff on proper procedures for merchandise receipt, transfer, and processing for quick placement on the sales floor.
• Works with stockroom staff to schedule according to peak times including large, anticipated deliveries, designated times to conduct cycle counts and correct any inventory issues, and for organization of the stockroom spaces.
• Ensures product placement on the sales floor meets VolShop Visual Merchandising Standards to maximize floor layout and enhance the shopping experience for all guests.
• Works with Marketing staff to determine signage and promotional needs.
• Holds staff accountable for maintaining the highest customer service standards.
• Works with Customer Excellence Manager to ensure all staff are trained and knowledgeable on store policies, University policies, store promotions and events, and selling culture.
• Store communication, including phone calls and email inquiries, are answered and returned promptly or forwarded when needed.
• Store Manager is responsible for handling customer issues by determining appropriate steps that can be taken to correct and resolve any issues or complaints and may grant exceptions to store policies.
• Store Manager models professional behavior as an example of positive leadership for all employees and maintains a commitment to success in all operational areas.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Educational Services
• Education Level: High school or GED