Senior Store Manager

TOP TOY GLOBAL; New York (NY); On-site; USD 95,000 - 125,000; Full time

Job summary

TOP TOY GLOBAL is seeking an experienced Senior Store Manager to oversee a designated store's operations and drive performance while coaching Store Managers at additional locations as needed. The role partners closely with Store Managers, Assistant Store Managers, Retail Leadership and Headquarters to ensure standards, customer experience, and business goals are executed consistently across stores.

We are looking for hands‑on leaders who can manage a high‑volume retail environment, identify

Qualifications

• 5+ years of retail management experience
• Strong leadership and coaching skills
• Strong communication and organizational skills
• Experience managing multiple locations and store teams
• Experience with store operations, inventory, merchandising and customer service
• Ability to identify problems and implement effective solutions
• Proficiency in coordinating cross-functional initiatives
• Chinese language skills are a plus

Responsibilities

• Oversee day‑to‑day operations of the assigned store and ensure smooth execution
• Drive sales performance, customer service, merchandising standards, inventory accuracy, and productivity
• Monitor performance indicators and develop improvement plans
• Lead coaching and development of Store Managers at additional locations
• Ensure staffing, scheduling, and performance management across stores
• Maintain high standards of customer experience and store presentation
• Coordinate with HQ and cross‑functional teams to implement company direction

Job description

We are looking for an experienced and hands‑on Senior Store Manager to support the overall operations and performance of our retail stores. This role will be responsible for managing the assigned store while also overseeing, coaching, and supporting Store Managers at additional locations as assigned.

The Senior Store Manager will work closely with Store Managers, Assistant Store Managers, Retail Leadership, and Headquarters teams to ensure consistent execution of company standards, strong customer experience, effective team management, and achievement of business goals.

This role will also serve as an important communication and coordination bridge between store teams and Headquarters, ensuring company direction is clearly translated into store‑level execution and important store‑level issues, feedback, and risks are communicated back to leadership accurately and in a timely manner.

This is a hands‑on leadership role for someone who can successfully manage a high‑volume retail environment, identify and solve problems proactively, develop store leaders, and drive strong execution across the retail organization.

Key Responsibilities

1. Store Operations & Performance

• Oversee the day‑to‑day operations of the assigned store and ensure smooth and efficient store execution.
• Drive sales performance, customer service, merchandising standards, inventory accuracy, and overall store productivity.
• Monitor key store performance indicators, identify opportunities for improvement, and develop practical action plans.
• Ensure company policies, operational procedures, and brand standards are consistently followed.
• Support store openings, operational changes, and other retail initiatives as needed.
• Maintain a clean, organized, safe, and customer‑friendly store environment.

2. Store Management Oversight & Development

• Provide operational oversight, coaching, and guidance to Store Managers at additional locations as assigned.
• Support the onboarding, training, and development of new Store Managers and help them build strong and independent store operations.
• Regularly review store performance, staffing, customer experience, merchandising, inventory, and operational execution with Store Managers.
• Identify performance or operational gaps, establish clear action plans, and hold Store Managers accountable for timely follow‑through.
• Conduct regular store visits and provide practical feedback and support based on direct observation.
• Serve as a senior escalation point for Store Managers while encouraging them to take ownership of day‑to‑day decision‑making and problem‑solving.
• Lead, coach, and develop store employees and management teams.
• Support the training and development of Store Managers and Assistant Store Managers.
• Provide guidance to Store Managers on staffing, scheduling, performance management, and employee development.
• Identify high‑potential employees and support internal leadership development.
• Promote accountability, teamwork, ownership, and a positive workplace culture.
• Help ensure appropriate staffing levels and effective scheduling based on business needs.

4. Customer Experience

• Maintain high standards of customer service and store presentation.
• Monitor customer feedback, service execution, and recurring customer experience issues.
• Coach store teams on customer engagement, selling behaviors, and effective problem‑solving.
• Support the resolution of significant customer concerns when escalation is required.

5. Inventory & Merchandising

• Ensure proper execution of merchandising guidelines, product displays, and promotional activities.
• Monitor inventory levels, product availability, replenishment, inventory accuracy, and stockroom organization.
• Partner with relevant teams to address out‑of‑stock, inventory accuracy, and product execution issues.
• Ensure new product launches and promotional campaigns are implemented accurately and on time.

6. Communication, HQ Coordination & Cross‑Functional Collaboration

• Serve as a key communication bridge between store teams, Retail Leadership, and Headquarters.
• Ensure company priorities, policies, decisions, and expectations are communicated clearly and accurately to store teams.
• Communicate important store‑level issues, operational challenges, employee concerns, business risks, and field feedback to leadership in a timely and transparent manner.
• Translate Headquarters direction into clear and practical store‑level execution and follow up on implementation.
• Work closely with HR, Finance, Inventory, Marketing, and other teams to coordinate and resolve store‑level issues.
• Maintain clear two‑way communication and ensure important information is not delayed, lost, or miscommunicated between stores and Headquarters.

Qualifications

• 5+ years of retail management experience, preferably in a high‑volume or fast‑paced retail environment.
• Previous experience as a Store Manager, Senior Store Manager, Multi-Store Manager, or similar retail leadership role preferred.
• Demonstrated ability to lead and develop store management teams.
• Strong understanding of retail operations, staffing, scheduling, inventory, merchandising, and customer service.
• Strong problem‑solving and decision‑making skills with the ability to take ownership and follow issues through to resolution.
• Strong communication, organization, and leadership skills.
• Ability to manage multiple priorities and coordinate effectively across store teams and Headquarters.
• Comfortable working in a fast‑paced and growing retail environment.
• Strong attention to detail and follow‑through.
• Chinese language skills are a plus, particularly the ability to communicate effective with Chinese‑speaking colleagues or cross‑functional teams.

Preferred Qualifications

• Experience supporting or overseeing multiple retail locations.
• Experience working in a fast‑growing retail or specialty retail company.
• Experience with new store openings and store operational setup.
• Bilingual English/Chinese communication skills.
• Experience coaching and developing Store Managers or Assistant Store Managers.

What Success Looks Like

Success in this role means:

• The assigned store operates efficiently and consistently meets company standards.
• Store Managers and Assistant Store Managers receive effective coaching and operational support.
• Store‑level issues are identified early, communicated clearly, and addressed effectively.
• Company direction is accurately translated into store execution, and store feedback reaches leadership in a timely manner.
• Teams are well‑trained, engaged, and accountable.
• Customer experience and overall store execution continue to improve.
• Communication and coordination between stores and Headquarters remain clear, transparent, and effective.