Assistant Store Manager, Operations Lead

2 months ago


Manchester, New Hampshire, United States Forever 21 Full time

Job Summary

The Assistant Store Manager, Operations Lead is a key member of the store management team, responsible for supporting the Store Manager in driving sales, customer satisfaction, and operational excellence. This role requires a strong customer service mentality, excellent communication and leadership skills, and the ability to work effectively in a fast-paced retail environment.

Key Responsibilities

  • Participate in store walkthroughs with the Store Manager and district leadership to ensure consistency and quality of service and operational execution.
  • Educate and provide feedback to the store team on customer service values, operational standards, and company programs.
  • Reinforce customer service values by coaching and developing Sales Associates, FT Supervisors, and PT Supervisors.
  • Train and develop team members through the Company's Customer FIRST training model.
  • Work with the Store Manager to create processes and programs that drive sales and bottom-line profitability.
  • Partner with the Store Manager to analyze data and plan strategically.
  • Drive results by creating short-term plans and long-term strategies that reflect a positive and rewarding experience for customers and employees.
  • Communicate regularly with the management team regarding sales, payroll, customer feedback, and team performance.
  • Ensure service, merchandising, operational standards, and company credit initiatives are met through company-defined practices and processes.
  • Manage hiring goals and payroll planning and forecasting against key targets.
  • Assist with talent selection, training, coaching, engagement, and retention for all store employees.
  • Effectively partner and build productive working relationships with supervisors, peers, FT Supervisors, PT Supervisors, and Sales Associates.
  • Partner with merchandising leaders to ensure execution of markdowns, signage, and marketing align with merchandise placement.
  • Own the daily schedule of employees and the business, including Kronos, staff schedules, and payroll budgeting.
  • Lead overall store earnings by driving top-line sales and managing controllable contribution.
  • Assist in addressing performance by initiating and administering action plans for FT Supervisors, PT Supervisors, and Sales Associates.

Requirements and Qualifications

  • Must be at least 18 years of age with a high school diploma or equivalent. College degree or relevant technical or vocational training preferred.
  • Must have at least 2 to 3 years of retail experience with prior supervisory or management experience.
  • Must demonstrate a strong customer service mentality.
  • Must be proficient in coaching and training, sales generation, strategic planning, and customer service.
  • Must be capable of conducting training workshops to instruct and achieve company standards.
  • Must be able to attract, recruit, and retain top talent. Must have the skillset to train and develop brand ambassadors.
  • Must have excellent communication, organizational, and time management skills.
  • Must be able to move around the sales floor and stock rooms, work with cleaning chemicals, and lift and carry up to 50 lbs.
  • Must be available to work a flexible schedule to meet the needs of the business, including a minimum of 2 closing shifts per week and 2 full weekends per month.


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