General Manager

Ralph Lauren; Santa Clara (CA); On-site; USD 100,000 - 125,000; Full time

Job summary

Ralph Lauren is seeking a Customer Experience and Store Operations Manager in Santa Clara, California, to ensure service excellence and lead a diverse team. Your role involves coaching staff, achieving KPIs, and maintaining the Ralph Lauren retail standards.

The ideal candidate possesses strong business acumen, staff development skills, and relevant work experience. Salary is competitive, ranging from $100,000 to $125,000 annually, reflecting the importance of this leadership role.

Qualifications

• Relevant work experience preferred.
• Ability to lift up to 30 lbs.
• Strong negotiation and teamwork skills.

Responsibilities

• Ensure each employee delivers the 5 C's of Service Excellence.
• Coach and mentor all employees to achieve optimal results.
• Responsible for achieving store shrink goals.

Skills

Strong communication skills

Strong business acumen

Employee coaching and mentoring

Technology utilization

Tools

Word

Excel

PowerPoint

Workday

Outlook

Job description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company’s brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps, constitute one of the world’s most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion and fairness for all. We foster a culture of inclusion through talent, education, communication, employee groups and celebration.

Customer Experience

• Responsible for ensuring each employee delivers the 5 C’s of Service Excellence to every client: CREATE, CONNECT, CONVERT, CLOSE, and CONTINUE.
• Ensure every client that enters the store is treated like a VIP by providing an experience unique to Ralph Lauren.
• Guarantee all sales associates are utilizing technology and applications to protect existing clients while simultaneously growing the RLS client base.

People & Development

• Responsible for the casting and development of store employees, creating dynamic, diverse and powerful field teams.
• Coach and mentor all employees to achieve optimal results.
• Responsible for building bench strength for future talent, as well as succession planning for current store employees.

Merchandising & Presentation

• Provide consistent feedback to buyers and planners identifying all areas of opportunity.
• Understand and place a high priority on respecting and upholding presentation standards, consistent with Ralph Lauren’s desired image and character.
• Ensure store environments are set up to be the silent sales associate in the store, telling compelling and inspiring stories of who we are as a brand.

Store Operations & Inventory Management

• Responsible for achieving store shrink goals and for maintaining and implementing both new and existing asset protection procedures.
• Direct the execution of all strategies and programs, assuring that they support Ralph Lauren’s sales, marketing, and profit objectives including Gross Margin.
• Establish and uphold all store processes and procedures.

P&L Ownership

• Responsible for the achievement of all Key Performance Indicators (KPIs) relating to customer experience: Conversion, UPT, SPH, ADT and Customer Shop scores.
• Must ensure effective people and development systems are set up to drive employee engagement. Key metrics are internal and time‑to‑fill rates, employee engagement and enablement scores, and turnover rates.
• Manage selling expenses and achieve payroll percent targets.

Salary and Experience

• Salary range: $100,000 – $125,000 annually.
• Relevant work experience preferred.
• Strong computer skills preferred: Word, Excel, PowerPoint, Workday, and Outlook.
• Ability to maneuver around the sales floor, stock and dressing room, cash wrap and office; work around and with chemicals, lift up to 30 lbs., climb moderately utilizing a ladder as trained under RL Health & Safety guidelines.
• Ability to operate the register, stand, move and walk for multiple hours.
• Strong business acumen.
• Enthusiasm and ability to build and maintain an environment consistent with RL lifestyle philosophy.
• Ability to guide individuals toward goal achievement using negotiation, teamwork, motivation and staff development skills.
• Strong communication and interpersonal skills.