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Retail Operations Leader

2 months ago

Champaign Illinois, United States Forever 21 Full time

Overview:


The Retail Operations Leader will act 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 through customer engagement, satisfaction, sales oversight, operational duties, and personnel management, as well as ensuring the store's visual appeal and ambiance.

As a Retail Operations Leader, you are 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.

Serve as the Customer Experience Champion by evaluating customer service metrics to plan and strategize effectively.

Lead and oversee the store to enhance sales, customer experiences, and profitability.

Train and develop teams through the Company's Customer FIRST training framework.


Encourage the growth of management and brand ambassadors to ensure adherence to the company's values and customer-first approach.

Create an environment that promotes a positive and rewarding experience for both customers and employees.


Manage and optimize store volume and profits in alignment with store/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 our team and customers.

Oversee talent acquisition, training, coaching, engagement, retention, and recognition initiatives for all store personnel.


Define personal leadership growth by utilizing company resources and programs, while actively seeking feedback from team members, peers, and leaders.

Manage daily operations.

Utilize strong decision-making abilities and discretion to set business objectives and strategies.

Ensure service, merchandising, operational standards, and company credit initiatives are upheld through established practices and processes.

Address performance issues by initiating and implementing action plans for all store staff.


Plan and promote the daily schedule of employees and business operations, which may include staff scheduling 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 recognizable entity 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 delivers genuine customer experiences.


Must possess skills in leadership, coaching, training, sales generation, strategic planning, communication, conflict resolution, business acumen, time management, POS systems, and general retail software.

Must be capable of attracting, recruiting, and retaining top talent. Must have the ability to train and develop staff into high-performing leaders and brand ambassadors.

Must be able to provide constructive feedback, develop others, embrace and lead change, and make clear and defined decisions.

Must be equipped to conduct training workshops to instruct and achieve company standards.


Must have excellent interpersonal skills and act with integrity and professionalism to ensure that all business is conducted without bias or prejudice.


Must be able to lift and carry up to 50 lbs., perform frequent standing, walking, repetitive hand and wrist 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 meet business needs, including a minimum of 2 closing shifts per week and 2 full weekends per month.


Requirements & EEO Statement:
SPARC Group LLC 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 race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status as a covered veteran, status in the Uniformed Services of the United States, citizenship, and any other characteristic protected by law.