Retail Shift Lead: Customer Experience & Ops

Dufry Careers; New York (NY); On-site; USD 35,817 - 39,950; Full time

Benefits offered by this job

Health, dental and vision insurance

Generous paid time off

Holiday pay

Employee discounts across all brands

Employee assistance program

Training and career growth

Referral program

Job summary

The Empire State Building location is seeking a Retail Shift Manager to support management in delivering outstanding customer experiences. You will ensure operational readiness by maintaining cleanliness, staffing appropriately, and adhering to brand standards and policies throughout shifts.

You will coach hourly associates, manage timekeeping and labor compliance, and lead by example in delivering high-quality customer service and visually appealing merchandise displays within book retail

Qualifications

• Requires 2+ years of retail and/or customer service experience.
• Requires minimum 6 months of supervisory or lead experience in retail or customer service.
• Book retail experience or active reading interest preferred.

Responsibilities

• Execute SOPs during shifts and coach hourly associates to maintain standards.
• Keep merchandise displays clean, stocked, and visually appealing; report maintenance needs.
• Review timekeeping, monitor overtime to comply with labor laws and budgets.
• Assign tasks and ensure rest breaks and meals comply with labor regulations.
• Provide coaching to improve performance and uphold brand standards.
• Operate POS and process transactions in line with cash handling policies.
• Monitor inventory levels, assist with receiving, report discrepancies and stockouts.
• Train staff on brand standards and visual merchandising; ensure planograms are followed.
• Execute planogram changes and seasonal displays to maintain brand relevance.
• Deliver excellent customer service and create compelling displays for book products.
• Coach on product knowledge and customer engagement; recognize strong performance.

Skills

Retail experience

Supervisory experience

Cash handling

POS systems

Customer service

Visual merchandising

Attention to detail

Staff coaching

Tools

POS systems

Retail management software

Job description

The Empire State Building location is seeking a Retail Shift Manager to support management in delivering outstanding customer experiences. You will ensure operational readiness by maintaining cleanliness, staffing appropriately, and adhering to brand standards and policies throughout shifts.

You will coach hourly associates, manage timekeeping and labor compliance, and lead by example in delivering high-quality customer service and visually appealing merchandise displays within book retail