Retail Experience Manager

Fleet Feet Sports; Toledo (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

High energy atmosphere

Training and advancement opportunities

Community involvement

Training program and product discounts

Passionate team members

Job summary

Fleet Feet is seeking a Retail Experience Manager to drive day-to-day and strategic success of the retail team with a relentless focus on customer experience. The role entails recruiting, onboarding, coaching, scheduling, performance management and education to empower Outfitters to deliver the best customer service.

You will be on the sales floor five days a week, fostering a positive staff culture and supporting Fleet Feet initiatives and events across our store network.

Qualifications

• Experience leading a retail team and driving customer-focused results.
• Proven ability to recruit, onboard, coach and develop staff.
• Strong communication and conflict-resolution skills.
• Ability to balance staff needs with business goals.

Responsibilities

• Recruit, onboard, develop, schedule, coach and manage staff performance.
• Limitlessly focus on delivering exceptional customer experiences on the sales floor.
• Oversee Outfitters team and ensure customers are outfitted with what they need.
• Maintain a positive staff culture and lead educational initiatives.

Skills

Leadership

Customer experience

Staff development

Coaching

Scheduling

Recruiting

Onboarding

Communication

Problem solving

Time management

Job description

Our Company

Overview

We believe Running Changes Everything. If you believe that, too, we want to talk. With more than 270 stores and a robust e-commerce site, Fleet Feet is the largest running retailer in the country. Catering to more than runners, we pride ourselves on having an inclusive environment! We believe it’s a privilege to serve and to deliver unmatched service and support when outfitting every customer. We like to keep things high-spirited, fast-paced and fun, wearing more than a few hats and stepping in to help out wherever it’s needed. We run together to solve problems, reach goals, encourage others and champion our brand. We are always in pursuit of hardworking people to join our quest and bring our core values to life.

Responsibilities

As a Retail Experience Manager in a store location, 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, onboarding, 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.

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

• High energy and fun atmosphere
• Training and advancement opportunities within the Fleet Feet brand
• Community involvement and community service activities
• Training Program and Product Discounts
• Passionate team members

Fleet Feet franchisees operate as independent business owners. If you apply and are hired at a Franchise location, you would be an employee of that Fleet Feet franchisee and not an employee of the Fleet Feet Corporation. We have opportunities within both our franchise locations and our Fleet Feet Corporation.