GM Department Manager – Growth, Ops & Customer Experience

retailexternalfollett; Iowa (LA); On-site; USD 50,000 - 80,000; Full time

Job summary

Follett Higher Education is seeking a Department Manager General Merchandise (GM) to lead the General Merchandise department, supervise staff, and drive sales while ensuring excellent customer service and adherence to company policies.

This role coordinates promotions with the Home Office, manages in-store merchandising and stock levels, handles RTV processes, and builds partnerships with campus groups to support events.

Qualifications

• 3-5 years of relevant experience.
• Bachelor's degree or equivalent.
• 3-5 years of retail supervisory experience; computer literacy.
• Strong communication skills (verbal and written) are required.
• Previous supervisory/management experience is required.

Responsibilities

• Supervises the employees of the department, including assigning and evaluating work as well as interviewing, hiring, and training new employees.
• Supervises the Home Office-regulated Return-to-Vendor (RTV) receiving and scanning processes.
• Assists customers in finding products.
• Manages the special order functions and notifies customers.
• Partners to create and maintain a Hassle Free customer service culture, focused on solutions-based selling and an exceptional customer experience.
• Builds key partnerships with other store staff and campus organizations for promotional and special events and assists with off-site sales opportunities (e.g., graduation, basketball, football, author signings, etc.).
• Conducts store walkthroughs daily to ensure proper stock levels, inventory placement, and customer service levels.
• Manages the in-store merchandise display from the stockroom to the sales floor, serving as the liaison between the Store and the Planner.
• Creates and maintains displays in compliance with company standards.
• Executes Home Office-initiated markups and markdowns, analyzes financial reports, processes purchase orders, and approves invoices.
• Partners with the Store Manager to execute promotions and sales and ensures proper inventory levels based on sales and trends.
• May perform website maintenance and fill orders. Maintains price accuracy and merchandise availability on the store website.
• Responds to student, faculty, staff, alumni, and other customer questions and issues resolving escalated issues as necessary.
• May manage the store in the store manager's absence or occasionally supervise other departments.
• May open or close the store.
• Performs other related duties as assigned.

Skills

Strong communication skills

Retail supervisory experience

Customer service

Financial awareness

Education

Bachelor's degree or equivalent

Job description

Follett Higher Education is seeking a Department Manager General Merchandise (GM) to lead the General Merchandise department, supervise staff, and drive sales while ensuring excellent customer service and adherence to company policies.

This role coordinates promotions with the Home Office, manages in-store merchandising and stock levels, handles RTV processes, and builds partnerships with campus groups to support events.