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Retail Operations Leader

2 months ago

Gretna, Louisiana, United States Forever 21 Full time

Overview:

The Retail Operations Leader will serve as the Customer Experience Champion, providing guidance and direction to the entire store team while embodying enthusiasm and professionalism. You will manage all facets of store performance, focusing on customer experience, satisfaction, sales optimization, operational efficiency, and team dynamics, as well as maintaining an appealing store environment. As a Retail Operations Leader, you are expected to exemplify the company's customer-first philosophy and culture.

Key Responsibilities:

  • Respond promptly to customer inquiries and concerns in a professional and efficient manner.
  • Act as the Customer Experience Champion by evaluating service data to plan and strategize effectively.
  • Direct and oversee store operations to enhance sales, customer experiences, and profitability.
  • Train and develop teams utilizing the Company’s Customer FIRST training framework.
  • Encourage the growth of management and brand advocates to ensure alignment with the company’s values and customer-first approach.
  • Foster a culture that promotes a positive and rewarding experience for both customers and employees.
  • Maximize store revenue and profitability in line with company objectives through effective staffing, exceptional customer service, and meticulous attention to detail in a dynamic environment.
  • Monitor performance by devising short-term and long-term strategies, processes, and events that guarantee a positive in-store experience for both the team and customers.
  • Lead talent acquisition, training, coaching, engagement, retention, and recognition initiatives for all store personnel.
  • Define personal leadership development by leveraging company tools and programs while actively seeking feedback from team members, peers, and leaders.
  • Oversee daily operational tasks.
  • Utilize strong decision-making abilities and discretion to set business objectives and strategies.
  • Ensure compliance with service, merchandising, operational standards, and company initiatives through established practices and processes.
  • Address performance issues by initiating and implementing action plans for all store staff.
  • Plan and promote employee schedules and business operations, including staff schedules and payroll management.
  • Dedicate at least 60% of your shift to performing Leader on Duty responsibilities.
  • Collaborate closely with the District Manager and support departments.
  • Establish the tone and standards that enhance customer satisfaction and position the business as a leader in the market.

Qualifications:

  • Must be at least 18 years old with a high school diploma or equivalent; a college degree or relevant vocational training is preferred.
  • 3 to 5 years of experience in retail management is required.
  • Must exhibit an outstanding customer-first mentality that fosters genuine customer interactions.
  • Must possess skills in leadership, coaching, training, sales generation, strategic planning, communication, conflict resolution, business acumen, time management, and familiarity with retail software.
  • Must be adept at attracting, recruiting, and retaining top talent, with the ability to train and develop staff into high-performing leaders and brand advocates.
  • Must be capable of providing constructive feedback, developing others, embracing and leading change, and making clear, defined decisions.
  • Must have the capability to conduct training workshops to meet company standards.
  • Must possess excellent interpersonal skills and act with integrity and professionalism to ensure unbiased business conduct.
  • Must be able to lift and carry up to 50 lbs., and perform frequent standing, walking, and various physical activities.
  • Must be available to work a flexible schedule to accommodate business needs, including a minimum of 2 closing shifts per week and 2 full weekends per month.

Requirements & EEO Statement:
Other Requirements include the ability to bend, lift, open, and move products and fixtures up to 50 lbs., as necessary.

Forever 21 is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment based on any protected characteristic.

The Company is dedicated to providing reasonable accommodations to enable qualified employees with disabilities to perform the essential functions of their jobs as required by applicable laws.