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Retail Operations Leader

2 months ago

Doral, Florida, United States GameStop Full time


The Retail Operations Leader is accountable for the comprehensive management of store functions and plays a pivotal role in enhancing the performance of all team members who engage with customers.

By leveraging elements of GameStop's buy, sell, trade, and reservation business model, the Retail Operations Leader fosters and cultivates a sales-oriented culture by crafting personalized and holistic solutions for each customer, delivering exceptional customer service experiences through professionalism and a shared enthusiasm for gaming, while also nurturing the overall store atmosphere to achieve or surpass sales and profitability targets.

In addition to ensuring that products are accessible and appealing, driving sales through the sharing of product and gaming insights with customers, maintaining a tidy and organized shopping environment, and enhancing customer loyalty and repeat business, this role oversees a retail team whose size may vary based on store capacity, location(s), and anticipated sales volume.


KEY RESPONSIBILITIES
The Retail Operations Leader will manage and guide in a multiunit capacity.

Deliver and exemplify exceptional customer service: warmly welcome customers; address customer inquiries and concerns promptly, effectively, and courteously; assist customers in fulfilling their video gaming needs; inform customers about special promotions; suggest additional items as suitable; apply all selling techniques during every transaction and express gratitude to every customer for choosing GameStop; prioritize customer interactions over tasks and demonstrate this commitment by actively engaging throughout the store.

Enhance the overall shopping experience, encompassing visual and operational elements, current sales initiatives, and the customer relationships that drive sales and repeat business.

Accurately and promptly process customer purchases and returns using the Point‐of‐Sale (POS) system via PC keyboard, including making correct change, packaging merchandise, providing receipts, and ensuring outstanding customer service.

Address customer feedback or inquiries in person or via phone; respond to phone calls promptly, courteously, and professionally, adhering to the phone greeting standards set by GameStop.

Promote GameStop's distinctive customer benefits, such as the new title reservation program, trade-in program, and Pro Rewards customer loyalty program.
Recruit, interview, hire, evaluate, develop, and retain high-performing team members.

Ensure team members complete their onboarding, job training, and compliance training PRIOR to independently opening or closing a shift.

Team members should be well-versed in all aspects of their roles, including all company/store policies, inventory management, and loss prevention practices, including scam awareness, safety protocols, financial procedures, and ethical responsibilities.

Maintain regular communication with store team members and the District Manager to ensure that all GameStop store initiatives are executed as planned.

Establish customer service expectations for store team members and train them in all facets of their job responsibilities, including company/store policies, procedures, practices, and guidelines.

Supervise and delegate tasks to Sales Associates, Retail Keyholders, and Assistant Store Managers.

Schedule store team members while ensuring adherence to scheduling guidelines, accounting for all breaks and meals as required.

Oversee staffing levels to guarantee optimal customer service at all times and ensure that exceptional customer service is consistently delivered.

Authorize payroll, enter paid time off such as wellness or vacation, make time edits, and verify that store team members are compensated for all hours worked.

Provide timely and constructive recognition and feedback to all store team members regarding performance; regularly input written feedback for each team member into the HR service management system.

Ensure that all areas of the store, including restrooms, are neat, clean, organized, and merchandised according to company guidelines, and that all store fixtures and equipment are functioning properly.

Ensure Omni-Channel orders are fulfilled and shipped daily.

Conduct store inventory counts (for home store and other stores in your district/region), stock/restock merchandise on shelves and fixtures, and transfer products from the stockroom to the sales floor to ensure that all products in the store are displayed, organized, and alphabetized.

Safeguard company assets through effective inventory management and loss prevention practices, including scam awareness, safety protocols, and handling bank deposits as required; visually inspect team members' packages and/or belongings at store closing or at the end of a shift as appropriate.

Lead the store team in achieving and surpassing sales, profit, and shrink objectives while completing necessary administrative and operational tasks to facilitate goal achievement.

Count, balance, and accurately reconcile daily business transaction totals in the POS system.

Ensure that all closeout documentation for daily business transactions and bank deposit slips are completed accurately; ensure the store has sufficient cash and change for sales transactions; make bank deposits daily or according to established guidelines.

Verify all shipments for discrepancies or shortages and document any discrepancies in the POS system; conduct merchandise counts/inventories and communicate discrepancies to the District Manager.

Process defective items/recalls and stock pulls accurately and promptly, ensuring that all boxes are properly labeled and include packing lists.
Maintain awareness of team member and customer safety; identify and promptly address potentially hazardous situations. Report any injuries immediately according to company guidelines.
Maintain store records/files in an organized manner; ensure that manuals are current.

Establish professional relationships with relevant military personnel on assigned military bases, including the Supply Base Leader (applicable only to positions in stores located on military bases).

Consistently adhere to GameStop policies and procedures, including, but not limited to, all policies and procedures outlined in the Associate Handbook and the Code of Standards, Ethics & Conduct.

QUALIFICATIONS*Must provide proof of identity and eligibility to legally work 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 with a focus 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/leadership experience is preferred.
Knowledge of video games is preferred.

KEY SKILLS AND ABILITIES
Possess an outgoing and friendly demeanor with strong interpersonal skills.
Provide genuine and personalized assistance to every customer during each visit.

Exhibit clear verbal and written communication and listening skills, both in person and on the phone, using spoken and written English; bilingual English/Spanish speaking and writing skills are preferred.

Work independently and as a team leader to accomplish all assigned tasks in a timely manner.

Meet leadership performance expectations, including, but not limited to, attendance, personal appearance, safety, and maintaining a respectful workplace.
Operate the Point-of-Sale (POS) computer system.
Possess basic math skills (addition, subtraction, multiplication, division, currency) and alphabetizing skills.
Complete required paperwork accurately.
Follow instructions provided in written, oral, or diagram form and convey instructions to others.
Execute financial tasks in strict accordance with company policy.
Achieve objectives and lead in a fast-paced, rapidly changing environment.

Work 40 hours per week, with flexibility to work extended hours/days as necessary, including nights, weekends, some holidays, and occasional overtime.

Effectively manage pressure and adapt to stressful situations without compromising customer interactions; demonstrate creativity and problem-solving abilities.
Be reliable and trustworthy; consistently exercise good judgment.
Able to work independently. Stand and move throughout the store unassisted for up to 12 hours per day.
Bend, stoop, crouch, balance, stretch, reach with arms/hands, climb on ladders, lift merchandise weighing up to 30 lbs. from ground level to a minimum height of 4 feet, and utilize other basic fine and gross motor skills.

Possess or acquire during employment onboarding a working understanding of military ranks and related insignia (applicable only to positions in stores located on military bases).