Retail Operations Leader

2 weeks ago

Brentwood, Maryland, United States Home Surplus Full time
Job Overview

Position Title: Chief Experience Manager (CXM)

Company Overview:

Home Surplus is a prominent retail warehouse superstore specializing in kitchen cabinets, bathroom vanities, windows, doors, and more. We pride ourselves on offering in-stock products, expert design services, and dependable customer service at competitive prices. Our goal is to be the preferred choice for both contractors and consumers. With a legacy spanning over 60 years and recent expansion, we are rapidly growing our presence across multiple states.

Role Summary:

The Chief Experience Manager (CXM) serves as the Store Manager responsible for overseeing the retail showroom, warehouse operations, and professional sales. Reporting directly to the District Head of Stores, the CXM is tasked with driving store sales while nurturing staff development and refining processes to enhance customer experiences that encourage repeat business.

Key Responsibilities:

  • Execute the annual business strategy to foster significant revenue and profit growth by:
    • Delivering exceptional customer experiences that promote loyalty and referrals.
    • Attracting new customers and increasing business from existing clients.
    • Exhibiting consistent enthusiasm, proactive communication, and accountability.
    • Effectively recruiting, retaining, and developing store personnel.
    • Providing inspirational leadership and coaching to ensure team members meet performance metrics.
    • Managing inventory to maintain optimal stock levels for customer satisfaction.
    • Paying attention to crucial details.

Additional Duties:

  • Enhance team culture and collaboration.
  • Control store-related expenses.
  • Work with peers and corporate leaders to ensure reliable order fulfillment and accurate customer communication.
  • Provide insights to merchandising regarding trends and customer product requests.
  • Master the Home Surplus product offerings while comparing them to major competitors.
  • Utilize company systems for precise communication and process efficiency.

Qualifications:

  • Possesses an entrepreneurial mindset and a sense of ownership.
  • Authentic and inspiring team builder.
  • Demonstrated experience in leading retail operations or high-touch distribution environments.
  • Professional demeanor with strong verbal and written communication skills.
  • Experience in fast-paced, multi-channel organizations.
  • Servant-leader who actively engages with team members to remove obstacles.
  • Strong business and financial understanding.
  • Curious and eager to learn all aspects of the business.
  • Open and direct communicator with the ability to address issues promptly.
  • Collaborative approach to achieving company objectives.
  • High emotional intelligence and strong listening skills.
  • Respects and appreciates diversity within the team.
  • Ability to interact with employees, customers, and corporate leaders effectively.
  • Proactive in driving growth initiatives.
  • Consistent sense of urgency and strong work ethic.
  • Balanced perspective of vision and detail orientation.
  • Comfortable with daily technology use.
  • Exemplifies integrity and professionalism.
  • Flexibility to work on weekends as needed.
  • Fluent in English; additional language skills are advantageous.
  • Familiarity with residential construction or home improvement, particularly kitchen fixtures, is preferred.
  • Possesses a blend of courage and humility, willing to learn from mistakes.
  • Potential for advancement within the organization.

Physical and Environmental Requirements:

Work is conducted in a retail showroom and warehouse environment during standard business hours. Physical demands include:

  • Extended periods of computer use.
  • Walking and standing for long durations.
  • Effective communication in person, via phone, and through video.
  • Limited travel for local market engagements and company meetings.

Compensation and Benefits:

  • Competitive salary with quarterly bonus opportunities.
  • Comprehensive benefits package including health, vision, dental, EAP, disability, life insurance, PTO, and 401k.
  • Opportunities for career advancement in line with the company's growth.

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