Forever21 Retail Operations Leader

2 weeks ago

Portage, Michigan, United States Forever 21 Full time

Overview:
The Retail Operations Leader will serve as the Customer Experience Champion. This role will provide guidance and direction to the entire store team, showcasing enthusiasm and a professional demeanor. The leader will manage all facets of store performance, focusing on customer experience, satisfaction, sales optimization, operational efficiency, and personnel management, as well as maintaining the store's visual appeal and atmosphere. The Retail Operations Leader is expected to exemplify the company's customer-first philosophy and culture.

Responsibilities:
- Respond promptly to customer inquiries and concerns in a professional and efficient manner.
- Act as the Customer Experience Champion by analyzing service data to plan and strategize effectively.
- Lead and manage the store to enhance sales, customer experiences, and profitability.
- Train and develop teams through the company's Customer FIRST training framework.
- Cultivate the growth of management and brand ambassadors to ensure adherence to the company's values and customer-first approach.
- Foster a culture that promotes a positive and rewarding experience for both customers and employees.
- Oversee and optimize store volume and profitability in alignment with company objectives through effective staffing, exceptional customer service, and meticulous attention to detail in a dynamic environment.
- Monitor performance by developing 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 utilizing company resources and actively seeking feedback from team members, peers, and leaders.
- Manage daily operations effectively.
- Utilize strong decision-making skills and discretion to establish business objectives and strategies.
- Ensure that service, merchandising, operational standards, and company initiatives are met through defined practices and processes.
- Address performance issues by initiating and implementing action plans for all store staff.
- Plan and promote daily employee schedules and business operations, including staff schedules and payroll management.
- Dedicate at least 60% of the shift to performing Leader on Duty responsibilities.
- Collaborate closely with the District Manager and support departments.
- Set the tone and standards that enhance customer satisfaction and elevate the business's market presence.

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 demonstrate an outstanding customer-first mentality that delivers authentic customer experiences.
- Proficient in leadership, coaching, training, sales generation, strategic planning, communication, conflict resolution, business acumen, time management, and retail software.
- Capable of attracting, recruiting, and retaining top talent; skilled in training and developing staff into high-performing leaders and brand ambassadors.
- Must provide constructive feedback, foster development, embrace and lead change, and make clear, defined decisions.
- Capable of conducting training workshops to meet company standards.
- Excellent interpersonal skills and the ability to act with integrity and professionalism to ensure unbiased business conduct.
- Must be able to lift and carry up to 50 lbs., perform frequent standing, walking, and repetitive motions, as well as bending, stooping, reaching, squatting, kneeling, pushing, pulling, climbing ladders, and working with cleaning chemicals.
- Must be available to work a flexible schedule to accommodate business needs.

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