Store Leadership & Guest Experience Architect

pgatoursuperstore; Harmonville (PA); On-site; USD 60,000 - 69,000; Full time

Job summary

PGA TOUR Superstore is seeking an Assistant General Manager to support the General Manager in executing store strategies and directives, and to lead daily operations.

This role will own the store experience, coach managers, manage staffing and scheduling, monitor reporting and customer insights, and ensure compliance with all standards to deliver world class service. The AGM will empower the store leadership to drive results and elevate guest satisfaction.

Qualifications

• Proven retail leadership and store management experience.
• Strong customer service orientation and communication skills.
• Ability to analyze data and translate insights into actions.

Responsibilities

• Build and develop a team of Managers who strive to exceed customer service expectations by focusing on engaging customer interaction and store presentation.
• Understand business reporting and customer insights to troubleshoot and follow up on opportunity areas.
• Coach, train and empower managers to be business experts by leveraging data to drive business decisions.
• Quickly respond to any negative customer experience by de-escalating the situation and ensuring the Associate understands and feels supported to make things right for the customer.
• Use customer feedback to coach/recognize Managers and Associates.
• Ensure compliance with all Company Merchandising and Operations Standards within each area of the store.
• Enable Managers to look at things through the Customer lens to maintain and exceed PGATSS commitment to offering world class experiences for our Customers.
• Manage the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in customer traffic and sales.
• Create a scheduling plan in partnership with Operations Manager based on monthly and weekly business workload labor budgets, and customer traffic. Leverage all available tools including but not limited to workload planning, carton tracker and markdown calendars.
• 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. Lead Managers to work in the same way and hold others accountable for this commitment.
• Execute scheduled department walks with Managers on a consistent weekly cadence in order to maintain operational excellence, Customer experience and Associate engagement within each department.
• Enable and expect Managers to follow up on training completion, check for understanding, and provide continuing education opportunities.
• Engage in consistent and meaningful development conversations throughout the critical touchpoints within the Managers career path.
• Establish a culture of accountability through clear expectations and performance management (observe, recognize and coach).
• Recruit, hire and retain a passionate team for area-specific knowledge and expertise. Through implementation and execution of all development plans set in place by General Manager.
• Ensures execution of Associate engagement plan in partnership with Store Leadership Team (SLT).
• Accountable for ensuring new hires receive consistent on-boarding experience and all training is executed proficiently, accurately in a timely manner.
• Be knowledgeable about the Workday, benefits, and HR programs and services to train new hires and provide on-going information to Associates. Assist Associates in navigating Workday for training, benefits, pay information, etc.
• Execute intentional local recruitment efforts to help find and select the right talent that represents the community they serve.
• Lead all efforts related to reviewing, scheduling, and processing prospective Part-Time candidates through the talent acquisition process within Workday.
• Ensure store leaders properly document all disciplinary actions and Associates acknowledge them in Workday.
• Lead SLT in delivering on all HR Operational and cyclical programs to maintain compliance.
• Support the Leadership Team in ensuring equitable experiences, strengthening inclusion acumen, and promoting a culture of inclusivity and belonging that embraces the contributions of all team members.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing

Skills

Leadership

People management

Staffing

Scheduling

Coaching

Tools

Workday

Job description

PGA TOUR Superstore is seeking an Assistant General Manager to support the General Manager in executing store strategies and directives, and to lead daily operations.

This role will own the store experience, coach managers, manage staffing and scheduling, monitor reporting and customer insights, and ensure compliance with all standards to deliver world class service. The AGM will empower the store leadership to drive results and elevate guest satisfaction.