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Store Operations Manager

2 months ago

MagstattleBas, Grand Est, United States West Point Optical LLC Full time
Job Summary

West Point Optical LLC is seeking a highly skilled and experienced Store Operations Manager to lead our team in driving profitable sales growth through the delivery of outstanding patient experience.

Key Responsibilities
  • Drive profitable store sales by fostering a patient-focused retail culture.
  • Attain plan sales goals and comp store sales growth.
  • Manage payroll costs effectively, in accordance with Company standards.
  • Manage gross margin, in accordance with Company standards.
  • Effectively train and develop associates to consistently provide a patient care-focused experience.
  • Develop a team of administratively skilled associates that provide support on daily operational tasks.
  • Develop strong professional relationships with Doctors.
  • Ensure appropriate coverage and quality of Doctor hours.
  • Implement initiatives to increase the number of exams and conversion of exams to sales.
  • Participate in business planning and business updates.
  • Accountable for the recruitment, training, development, and retention of high-performing associates, as measured by:
    • Selection of brand-right associates who demonstrate desired patient care behaviors.
    • Effective and consistent associate onboarding.
    • Utilization of effective daily practice and role-playing.
    • Employee satisfaction through two-way communication.
    • Proactive manpower planning for adequate bench strength.
    • Ensuring positive patient satisfaction, as measured by patient retention and survey responses.
  • Ensure each store is effectively merchandised and presented according to standards, as measured by:
    • Execution of planogram.
    • Execution of visual appearance inside and outside of store (i.e., signage).
    • Maintenance of overall standards (i.e., cleanliness, housekeeping).
    • Associates exhibit professional presentation (i.e., attire) in accordance with Company standards.
  • Ensure high-quality service through customer follow-up, accurate measurements, correct pricing, POS entry, and realistic service delivery time quote, as measured by:
    • Ready when promised.
    • Remake and return percent as compared to Company average.
    • Calls to customers to follow-up on purchases.
  • Maximize Managed Vision Care relationships and sales opportunities.
  • Timely implementation of approved Marketing programs.
  • Execution of signage and promotions according to Company standards.
  • Execution of operational procedures:
    • Safety (security system, safety information posted, fire extinguishers, door locks).
    • Maintenance as measured by proper housekeeping, carpet, store front windows, proper lighting, and store safety (safety information posted, fire extinguishers and door locks).
Requirements
  • Proven track record of sales growth through sales skills and accountability for sales results.
  • Ability to train (through practice and role-play), coach, and develop excellent patient-focused, and sales and results-oriented associates.
  • Demonstrated ability to deliver an outstanding experience during direct interaction with patients.
  • Ability to recruit and select associates and doctors.
  • Proven experience and results with a retail or customer service establishment.
  • Ability to present and implement decisive and creative solutions to opportunities to grow the business.
  • Ability to provide enthusiastic and concise communication to meet/exceed patient expectations.
  • Foster positive and results-oriented associate and doctor relationships.
  • Success in store merchandising and attention to detail.
  • Ability to manage priorities through adaptability and flexibility.
  • Willingness to take calculated risks.
  • Attention to detail and follow-up.
  • Abilities to multi-task and delegate to maximize patient interaction.
  • Computer experience preferred.
  • Optical knowledge or Licensed.
Education

Bachelor's degree or comparable experience in retail operations.