Address
Form of workSummary Description
•Manages employees and sales operations of the General Merchandise department. Coordinates sales promotions and advertising.
Key Result Areas
•Sales & Guest Service
•Team Development
•Sales Management
•Inventory Control & Management
•Operations
•Retail Environment
Major Duties and Responsibilities
Team Development
•Provides training for all General Merchandise employees and keeps them current on all training requirements.
•Conducts daily huddles for progress on sales goals, tasks to be completed, and urgent communication matters.
•Conducts weekly team meetings to discuss policies, and train on product knowledge/sales skills/guest service standards.
•Promotes team collaboration within and across all departments.
•Attend General Merchandise management and dealership meetings as needed.
•Identifies developmental areas of team members and provides resources to grow their skills as needed.
•Provides support as needed to other departments.
•Creates opportunities for team members to succeed and praises/rewards. Uses an incentive/positive reinforcement approach in developing team members
Sales Management
•Implements sound management practices to grow the volume of GM Sales, maintain a GMROI above 150% and contribute acceptable levels of gross & net profit.
•Assists the General Merchandise director in developing daily, weekly, monthly, and yearly sales goals for the department and individual team members.
•Monitors progress towards goals every day and implements strategies to achieve them
o Net sales
o Average Dollar Sale
o Sales per hour
o Units per transaction
o Conversion rates
o Sales/Average to new bike owners
o Guest data capture
•Knows and coaches the CUSTOM Sales Process
•Is positive, enthusiastic, and energetic on the sales floor
•Motivates and uses sales strategies and best practices to grow the volume of General Merchandise sales.
•Ensures all frontline team members actively engage and sell to guests and capture guest data
•Manages customer outreach initiatives to drive traffic.
•Contributes to the development of a General Merchandise marketing and promotions calendar.
•Coordinate promotions with other departments to maximize return on promotions spend.
•Executes, at the store level, marketing promotions and campaigns to sell merchandise.
•Benchmarks other retailers to determine "best practice" standards.
•Leverage Harley-Davidson Motor Company programs and tools to market department effectively
•Provide reports to Dealer Principal or General Manager, as requested.
•Develop monthly and annual objectives for the department in collaboration with General Manager and General Merchandise Director.
•Keep current with General Merchandise products, promotions, and programs to assist with the development of sales strategies
Guest Service
•Sets the example for all frontline associates by providing superior guest service to internal and external guests. Including but not limited to:
o Engage guests immediately, in a courteous and friendly manner.
o Practice the 3 Main Things Philosophy.
o Create value in the Guest's shopping experience.
o Maintain Quality Control / Sold Right the first-time environment.
o Handle all transactions, including phone, quickly, courteously, and to the customer's satisfaction.
o Handle Guests' concerns using HEAT.
o Handle guest complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to Superior Guest Service
o Maintain a first ring pick up of phone calls.
o Maintain a prompt messaging and call-back procedure for phone messages and guest inquiries
Inventory Management/Control
•Uses GMROII as the primary measure for determining the profitability of the department
•Reviews all stock orders to ensure a fast moving balanced inventory of General Merchandise. Coordinate orders with GM Buyers.
•Monitors quantities of stock to support demand and maintain/improve Key Performance Indicators
•Communicates as needed and required with GM Buyer to ensure appropriate stock levels, top sellers, slow movers, etc.
•Uses consistent practices to keep a high level of inventory accuracy
•Is familiar and efficient with all phases of the computer system required for General Merchandise inventory management
•Keep stock and backroom areas clean, organized, and efficient.
•Counts inventory either annually or on a regular ongoing schedule to insure accuracy.
•Maintain processes, policies, and action regarding employee and guest theft. Minimizes shrink wherever possible.
•Uses exceptional guest service and floor coverage as the number one deterrent to theft
•Follows the markdown strategy set forth by the General Merchandise department
Retail Environment
•Adheres to the HDMC and HD of Tampa presentation and visual merchandising guidelines. Make effective use:
o Floor Fixtures (specialty and workhorse)
o Perimeter Wall Systems
o Feature areas
o Visual Tools
•Create visual displays that follow the seasonal delivery of product and promotions (i.e. holiday display themes, fashion shows, special events, etc.) and coordinate them with other departments.
•Maintains daily house-keeping . Ensure employees keep the retail environment in clean, well dusted, and appealing to guests.
•Uses merchandising as a primary strategy to creating a premium shopping experience for guests and a functional sales tool for team members.
•Creates clear and easy to identify departments (men's, women's, riding gear, t-shirts, gifts & collectibles) and product categories
•Rotates product regularly to engage all guests. Uses visual displays strategically to drive traffic and encourage multiple item sales
•Creates logical adjacencies of departments, product categories, and products that inspire traffic flow throughout the department and dealership and encourages add-ons and impulse purchases.
Supervisory Responsibilities
•Establish departmental work schedule, balancing the workloads of all employees.
•Manages the team schedule daily to ensure employment costs are in line with dealership goals
•Coordinates daily with the GM Team Lead on sales and operational goals.
•Ensure General Merchandise personnel are well trained and available when needed.
•Establish job assignments and sales goals for all General Merchandise personnel within their skill level.
•Sets the example for and enforces all policies and procedures of the dealership and FAMS organization. Including but not limited to:
o Dress code
o Code of conduct
o Operating philosophies outlined in the HD Golden Book
•Manage employee performance (evaluate and council) daily, weekly, and monthly
•Assist the General Manager and Director of General Merchandise with recruiting, interviewing, hiring, and terminating employees.
•Maintain accurate records of all employee performance reviews.
Commitments
•Models superior behavior based on the principles and philosophies found in our Golden Book.
•Exhibits exceptional quality of guest service and personal interaction.
•Prompt and available for flexible scheduling.
•Be honest and fair in all business dealings.
•Demonstrate the desire to grow the business.
•Adhere to the company uniform policy. Maintains, at all times, a professional appearance and attitude.
•Model superior guest service behavior for all General Merchandise personnel by maintaining positive relationships with guests, employees, General Manager and Dealer Principal
Qualifications & Job Requirements
•Experience with retail sales and inventory management.
•Prefer knowledge and experience with Harley-Davidson General Merchandise, and other products sold by the dealership, or the demonstrated ability to learn them quickly
•Knowledge and experience with POS, CRM, DMS, and database systems or the ability to quickly learn due to general knowledge & experience with computers.
•Knowledge and experience with Microsoft Office preferred, specifically Excel
•Manages employees and sales operations of the General Merchandise department. Coordinates sales promotions and advertising.
Key Result Areas
•Sales & Guest Service
•Team Development
•Sales Management
•Inventory Control & Management
•Operations
•Retail Environment
Major Duties and Responsibilities
Team Development
•Provides training for all General Merchandise employees and keeps them current on all training requirements.
•Conducts daily huddles for progress on sales goals, tasks to be completed, and urgent communication matters.
•Conducts weekly team meetings to discuss policies, and train on product knowledge/sales skills/guest service standards.
•Promotes team collaboration within and across all departments.
•Attend General Merchandise management and dealership meetings as needed.
•Identifies developmental areas of team members and provides resources to grow their skills as needed.
•Provides support as needed to other departments.
•Creates opportunities for team members to succeed and praises/rewards. Uses an incentive/positive reinforcement approach in developing team members
Sales Management
•Implements sound management practices to grow the volume of GM Sales, maintain a GMROI above 150% and contribute acceptable levels of gross & net profit.
•Assists the General Merchandise director in developing daily, weekly, monthly, and yearly sales goals for the department and individual team members.
•Monitors progress towards goals every day and implements strategies to achieve them
o Net sales
o Average Dollar Sale
o Sales per hour
o Units per transaction
o Conversion rates
o Sales/Average to new bike owners
o Guest data capture
•Knows and coaches the CUSTOM Sales Process
•Is positive, enthusiastic, and energetic on the sales floor
•Motivates and uses sales strategies and best practices to grow the volume of General Merchandise sales.
•Ensures all frontline team members actively engage and sell to guests and capture guest data
•Manages customer outreach initiatives to drive traffic.
•Contributes to the development of a General Merchandise marketing and promotions calendar.
•Coordinate promotions with other departments to maximize return on promotions spend.
•Executes, at the store level, marketing promotions and campaigns to sell merchandise.
•Benchmarks other retailers to determine "best practice" standards.
•Leverage Harley-Davidson Motor Company programs and tools to market department effectively
•Provide reports to Dealer Principal or General Manager, as requested.
•Develop monthly and annual objectives for the department in collaboration with General Manager and General Merchandise Director.
•Keep current with General Merchandise products, promotions, and programs to assist with the development of sales strategies
Guest Service
•Sets the example for all frontline associates by providing superior guest service to internal and external guests. Including but not limited to:
o Engage guests immediately, in a courteous and friendly manner.
o Practice the 3 Main Things Philosophy.
o Create value in the Guest's shopping experience.
o Maintain Quality Control / Sold Right the first-time environment.
o Handle all transactions, including phone, quickly, courteously, and to the customer's satisfaction.
o Handle Guests' concerns using HEAT.
o Handle guest complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to Superior Guest Service
o Maintain a first ring pick up of phone calls.
o Maintain a prompt messaging and call-back procedure for phone messages and guest inquiries
Inventory Management/Control
•Uses GMROII as the primary measure for determining the profitability of the department
•Reviews all stock orders to ensure a fast moving balanced inventory of General Merchandise. Coordinate orders with GM Buyers.
•Monitors quantities of stock to support demand and maintain/improve Key Performance Indicators
•Communicates as needed and required with GM Buyer to ensure appropriate stock levels, top sellers, slow movers, etc.
•Uses consistent practices to keep a high level of inventory accuracy
•Is familiar and efficient with all phases of the computer system required for General Merchandise inventory management
•Keep stock and backroom areas clean, organized, and efficient.
•Counts inventory either annually or on a regular ongoing schedule to insure accuracy.
•Maintain processes, policies, and action regarding employee and guest theft. Minimizes shrink wherever possible.
•Uses exceptional guest service and floor coverage as the number one deterrent to theft
•Follows the markdown strategy set forth by the General Merchandise department
Retail Environment
•Adheres to the HDMC and HD of Tampa presentation and visual merchandising guidelines. Make effective use:
o Floor Fixtures (specialty and workhorse)
o Perimeter Wall Systems
o Feature areas
o Visual Tools
- SRI kits and seasonal retail success guides
•Create visual displays that follow the seasonal delivery of product and promotions (i.e. holiday display themes, fashion shows, special events, etc.) and coordinate them with other departments.
•Maintains daily house-keeping . Ensure employees keep the retail environment in clean, well dusted, and appealing to guests.
•Uses merchandising as a primary strategy to creating a premium shopping experience for guests and a functional sales tool for team members.
•Creates clear and easy to identify departments (men's, women's, riding gear, t-shirts, gifts & collectibles) and product categories
•Rotates product regularly to engage all guests. Uses visual displays strategically to drive traffic and encourage multiple item sales
•Creates logical adjacencies of departments, product categories, and products that inspire traffic flow throughout the department and dealership and encourages add-ons and impulse purchases.
Supervisory Responsibilities
•Establish departmental work schedule, balancing the workloads of all employees.
•Manages the team schedule daily to ensure employment costs are in line with dealership goals
•Coordinates daily with the GM Team Lead on sales and operational goals.
•Ensure General Merchandise personnel are well trained and available when needed.
•Establish job assignments and sales goals for all General Merchandise personnel within their skill level.
•Sets the example for and enforces all policies and procedures of the dealership and FAMS organization. Including but not limited to:
o Dress code
o Code of conduct
o Operating philosophies outlined in the HD Golden Book
•Manage employee performance (evaluate and council) daily, weekly, and monthly
•Assist the General Manager and Director of General Merchandise with recruiting, interviewing, hiring, and terminating employees.
•Maintain accurate records of all employee performance reviews.
Commitments
•Models superior behavior based on the principles and philosophies found in our Golden Book.
•Exhibits exceptional quality of guest service and personal interaction.
•Prompt and available for flexible scheduling.
•Be honest and fair in all business dealings.
•Demonstrate the desire to grow the business.
•Adhere to the company uniform policy. Maintains, at all times, a professional appearance and attitude.
•Model superior guest service behavior for all General Merchandise personnel by maintaining positive relationships with guests, employees, General Manager and Dealer Principal
Qualifications & Job Requirements
•Experience with retail sales and inventory management.
•Prefer knowledge and experience with Harley-Davidson General Merchandise, and other products sold by the dealership, or the demonstrated ability to learn them quickly
•Knowledge and experience with POS, CRM, DMS, and database systems or the ability to quickly learn due to general knowledge & experience with computers.
•Knowledge and experience with Microsoft Office preferred, specifically Excel
