Retail Operations Leader

2 weeks ago

Royal Palm Beach, Florida, United States GameStop Full time


At GameStop, we are dedicated to delivering outstanding service and offering the latest innovations in gaming products to our clientele.

As a premier global retailer of video games, electronics, and gaming merchandise, we take pride in presenting a diverse array of products that fulfill the interests and aspirations of gamers across the globe.

Our mission is to craft unforgettable experiences for our customers by continuously exploring the limits of what's achievable. Whether you're an avid gamer or a newcomer, we have something for everyone. Join us in our endeavor to redefine the future of gaming and provide the finest gaming products to the world.
KEY RESPONSIBILITIES
The Retail Operations Leader will oversee and guide store operations, directly impacting the performance of all team members who engage with customers.

Utilizing GameStop's unique buy, sell, trade, and reservation business model, the Retail Operations Leader fosters and promotes a sales-oriented culture by crafting personalized and comprehensive solutions for each customer, while delivering exceptional service experiences through professionalism and a shared enthusiasm for gaming, thereby enhancing the overall store atmosphere to achieve or surpass sales and profit targets.

Essential duties include:

  • Exemplifying and modeling top-tier customer service: warmly greet customers; swiftly address inquiries and concerns; assist customers in fulfilling their gaming needs; inform customers of special promotions; suggest additional products as suitable; apply effective selling techniques during every transaction and express gratitude to every customer for choosing GameStop; prioritize customer engagement over tasks and demonstrate this commitment by actively circulating throughout the store.
  • Support the overall shopping environment, including visual merchandising and operational elements, current sales initiatives, and the customer relationships that drive sales and repeat business.
  • Accurately process customer purchases and returns using the Point-of-Sale (POS) system, ensuring excellent service throughout the transaction.
  • Respond to customer feedback or inquiries in person or via phone; handle phone calls promptly and professionally, adhering to GameStop's established greeting protocols.
  • Promote GameStop's distinctive customer benefits, such as the new title reservation program, trade-in program, and Pro Rewards loyalty program.
  • Recruit, interview, hire, evaluate, develop, and retain high-performing team members.
  • Ensure team members complete their onboarding, job training, and compliance training before independently opening or closing a shift.
  • Maintain regular communication with team members and the District Manager to ensure the successful implementation of all GameStop initiatives.
  • Manage staff scheduling in accordance with guidelines, ensuring all breaks and meals are accounted for as required.
  • Approve payroll, enter paid time off, and make necessary time edits.
  • Provide timely recognition and constructive feedback to all team members regarding performance.
  • Ensure all areas of the store, including restrooms, are maintained in a neat, clean, and organized manner, adhering to company standards.
  • Fulfill and ship Omni-Channel orders daily.
  • Conduct store inventory counts and manage stock levels on shelves and fixtures.
  • Safeguard company assets through effective inventory control and loss prevention practices.
  • Lead the store team in achieving and exceeding sales, profit, and shrink goals.
  • Accurately count, balance, and reconcile daily business transaction totals in the POS system.
  • Verify all shipments for discrepancies and document any issues in the POS system.
  • Process defective items and recalls promptly and accurately.
  • Maintain awareness of associate and customer safety; proactively address any potentially hazardous situations.
  • Organize and maintain store records and files in an orderly manner.
  • Establish professional relationships with relevant military personnel as needed.
  • Consistently adhere to GameStop policies and procedures.

QUALIFICATIONS
Must provide proof of identity and eligibility to work legally in the United States.
Must be at least 18 years of age.
A high school diploma or equivalent is required; an associate's or accredited bachelor's degree in business, marketing, merchandising, or a related field is preferred.
At least 1 year of retail management experience is required.
At least 3 years of retail sales, customer service, and/or management experience is preferred.
Knowledge of video games is preferred.

KEY SKILLS AND ABILITIES
Possess a friendly and approachable demeanor with strong interpersonal skills.
Provide personalized assistance to every customer during each visit.
Exhibit clear verbal and written communication skills, along with effective listening abilities.
Work independently and lead a team to accomplish all assigned tasks.
Meet leadership performance expectations.
Operate the Point-of-Sale (POS) system effectively.
Demonstrate basic mathematical and organizational skills.
Complete required documentation accurately.
Follow instructions provided in written, oral, or diagram form.
Execute financial tasks in strict compliance with company policies.
Achieve objectives and lead in a dynamic, fast-paced environment.
Work 40 hours per week, with flexibility to extend hours/days as necessary.
Manage pressure constructively and adapt to challenging situations.
Be dependable and trustworthy; consistently exercise good judgment.
Able to work independently and navigate throughout the store unassisted.
Physically capable of bending, stooping, crouching, balancing, stretching, reaching, and lifting merchandise weighing up to 30 lbs.
Possess or acquire a working understanding of military ranks and insignia during employment onboarding.
Job descriptions are subject to change based on business needs.

GameStop is an equal opportunity employer, providing employment opportunities to all applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status.

GameStop offers reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws.

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