Retail Front End Department Head

PGA Tour Superstore; Northbrook (IL); On-site; USD 42,000 - 52,000; Full time

Job summary

PGA TOUR Superstore in Northbrook, IL seeks a Front-End Dept Head to lead Club Services and Front-End operations, delivering an outstanding customer experience. You will guide product placement, returns handling, and checkout processes while coaching Associates to uphold brand standards.

The role emphasizes service excellence, teamwork, and operational efficiency, with flexibility for varied shifts to meet business needs. Equal opportunity employer committed to a diverse environment.

Qualifications

• Strong listening and interpersonal skills; able to communicate cross-functionally.
• Basic computer skills; familiarity with Microsoft Office and Outlook.
• Ability to manage conflict and hold others accountable.
• Quick learner with business sense and adaptability to store needs.
• Strong organizational skills to handle multiple priorities.
• Ability to lead by example with a Servant Leadership mindset.

Responsibilities

• Oversee Club Services and Front-End operations to ensure a premier customer experience.
• Provide input on operational and merchandising decisions to drive sales.
• Act as Starter when not on Services/Front-End duties to greet customers and guide them to products.
• Direct on-floor work and provide department training for Associates.
• Participate in weekly department walks to build action plans with the SSM.
• Maintain clean, organized Front-End and Services areas and uphold program standards.
• Handle club services tasks, BOPIS orders, and club maintenance duties.
• Ensure compliance with Loss Prevention policies and a safe workplace.

Skills

Communication

Computer skills

Accountability

Business acumen

Organization

Leadership

Education

High School Diploma or equivalent

Retail experience preferred

Tools

Microsoft Office Suite

Outlook

G&T App Management

OMS

Job description

At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we are dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.

Position Summary

The Front-End Dept Head (FEDH) is primarily responsible for delivering the best possible Customer experience in the store through our Club Services Desk and Front-End experience. Key responsibilities include the consistent implementation of the Experience Game Plan, consistent execution of product conversion processes, precise handling of store returns and checkouts, handle service-related processes proficiently, and adhering to Company Merchandise Standards when setting products.

Key Responsibilities:

• This role is responsible for supporting and overseeing all Club Services and Front-End operations.
• This role acts as the expert of the assigned department(s) by providing valuable input into operational and merchandising decisions to the Sales and Service Manager (SSM) to drive sales and elevate the Customer experience.
• Accountable for executing the role of a Starter (greeter) when not actively engaged in supporting Services or Front-End operations. The Starter plays a crucial role in ensuring Customers receive a warm greeting, offering guidance on product locations, coordinating with Associates to meet Customers in specific departments, and effectively managing traffic flow.
• Clear communication through directing on-floor work assignments and providing specific departmental training for all Associates.
• Participate in weekly department walks with the SSM to evaluate the state of the business and create worklist for self/department Associates that align with their strengths. Additionally, follow up with the SSM on the execution of all assigned tasks.
• Assist in keeping Front-End and Services merchandise presence at a premiere stock and visual level to drive sales and the Customer experience.
• All Club Services and Front-End areas, equipment, and supplies are always clean, organized, and operational.
• All Club Services and Front-End programs, promotions, and procedures are consistently executed/maintained.
• Responsible for but not limited to basic club repair duties, G&T App Management (Creating Orders, maintaining queue, etc), retrieving BOPIS orders for customers and processing through the OMS, processing trade-ins as they arrive, retrieving Special Orders that have arrived, answering Customer phone calls, execution of Cleaning & Equipment Maintenance Checklist, re-gripping clubs, re-shafting clubs, club extensions and cut downs, Loft & Lie adjustments, and cleanliness of the Services area.
• Ensure compliance with all Loss Prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace.
• Demonstrate a culture of ethical conduct, safety, and compliance.
• Responsible for opening and closing the store at times without additional leadership presence. Responsibilities include but not limited to cash handling procedure, deposits, Customer escalation, opening/closing procedures, providing task direction to all departments, maintain brand/merchandising standards across entire store, drive Customer experience and Associate/Customer safety.

Qualifications and Skills Required:

• Communication: Candidates must have strong listening and interpersonal skills. They must possess good verbal and written communication skills and be able to communicate cross-functionally. Candidates communicate expectations and standards to execute Company programs.
• Computer: Candidates must possess basic computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
• Accountability: Candidates must possess the skills to manage conflict, lead conflict resolution and hold others accountable.
• Business Acumen: Ability to quickly learn business acumen with appropriate training.
• Organization: Candidates must be able to organize multiple priorities to ensure that resources are properly allocated to meet objectives.
• Leadership: Candidates must be able to lead by example and, through daily actions, enforce a high standard of Customer service. Candidates must lead with a Servant Leadership approach.
• Education/Experience: High School Diploma or equivalent and retail experience preferred.
• Working Conditions and Physical Demands: Must be able to stand for extended periods of time, climb up and down a ladder, move throughout the store, and lift a 30 lb. box overhead.
• Schedule: Must be able to work a flexible work week, and work nights, weekends, and holidays depending on business needs.

PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn’t just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.

An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.

Inspire people to play their best, and grow the game.

PGA TOUR Superstore is a premier U.S. destination for golf and tennis equipment and apparel, emphasizing a people-centric approach and community-focused values.

Retail