Retail Experience Manager

Job Overview

As a Retail Experience Manager
, you will be responsible for the day-to-day and long-term success of retail staff with a focus on customer experience. We believe that each one of our staff members is a key contributor to our brand's success. This position will help create the best customer experience by focusing on what matters most, our team. You will be responsible for effectively recruiting, training, developing, scheduling, coaching, performance management, and education. Our Retail Experience Manager will oversee our Retail Sales Associate, or Outfitters, as we call them, to ensure each customer is outfitted with everything they need to get started or to keep going. This position will be expected to be on the sales floor 5 days a week. Joining Fleet Feet is joining a team and a community that ignites and promotes running and fitness. We pride ourselves on putting people first and know that what we do each day does not happen anywhere else, for staff or customers. We truly believe that running changes everything.

Duties

• Lead and supervise store staff, including hiring, training, and performance evaluations to foster a motivated and efficient team.
• Oversee daily store operations, including opening and closing procedures, cash handling, and POS transactions.
• Develop and implement sales strategies to meet or exceed sales targets while ensuring excellent customer service.
• Conduct employee orientation sessions and ongoing training to enhance team skills in sales techniques, product knowledge, and customer engagement.
• Handle customer inquiries, resolve complaints promptly, and ensure a positive shopping experience.
• Coordinate marketing initiatives within the store to promote products and increase foot traffic.
• Monitor store performance metrics using provided sales and management tools to identify opportunities for improvement.
• Ensure compliance with company policies, safety regulations, and operational procedures.

Qualifications:

• Available to work a flexible schedule, including, days, evenings, weekends, and holidays
• Demonstrated leadership ability with at least 2-3 years of retail experience in a customer-facing sales setting required
• Proven track record of leading your team by example, giving feedback and coaching in the moment
• Experienced in having hard conversations (performance, disciplinary, etc)
• Passion for coaching and developing people
• Ability to balance the needs of employees and business
• Passion for managing, training, motivating employees.
• Can own and manage administrative tasks, customer interactions and a fast-paced environment while staying organized
• Professional and timely internal and external communication
• Has a proven track record of developing and training staff
• Fosters growth of others through recognition, coaching and development opportunities
• Promotes individual and team performance by setting expectations, delegating and providing tools and resources
• Assists with making business decisions, always putting staff and customers first
• Builds and maintains trust from staff and customers by using sound judgment
• Passionate, positive, self-motivated and detail-oriented
• Collaborative and customer-centric
• Willing to go above and beyond when needed
• Communicate professionally with customers and team
• Deliver the best customer experience by creating a positive staff culture with a focus on performance management and education.
• Support all Fleet Feet initiatives, activities, and functions

Perks:

• Full-time employees are eligible for medical benefits, paid time off and paid holidays
• 401K matching plan participation
• Monthly performance-based bonus
• Training and advancement opportunities within the Fleet Feet brand
• Free and discounted products, training, and company-affiliated race discounts (lots of free shoes)