Retail Department Manager-Experience

Overview
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 Experience Manager is primarily responsible for leading and enabling a team of Associates to deliver the best possible Customer experience in the store through our services desk and front-end experience. This includes coaching and training Associates, delegating, following-up on daily tasks, managing performance, and ensuring proper department coverage to serve the Customer. The Experience Manager is expected to act as the owner of their assigned departments. This role impacts PGA TOUR Superstore mission daily by planning, scheduling, monitoring, and successfully implementing all non-selling operations in the front end of the store, facilitating the store's ability to provide a superior Customer shopping experience and maximize sales and profitability. To be successful, the Experience Manager must collaborate and communicate with Store Leadership Team to determine the most effective methods for exceeding service and experience objectives. The individual in this role must continuously lead, plan and maintain all store-based experiences including but not limited to all store events, community events, services desk, and front-end experiences.
Key Responsibilities:
Associate Engagement

• Clear communication through directing on-floor work assignments, operational tasks, leading and communicating Company objectives to Associates, and providing specific departmental training of all assigned Associates.
• Support in leading your assigned Associates onboarding, learning and help close the product knowledge/systems gap through development, coaching and Associate interaction.
• Consistently partner with Manager, Associate Support to ensure all onboarding tasks and departmental training is successfully completed by designated timeframe.

• Engage in consistent and meaningful development conversations with all assigned Associates through their employment journey.
• Create a strong culture of appreciation by consistently recognizing excellent individual and team performance.
• Ensure accountability by setting and sharing clear expectations and ongoing management of performance (observe, recognize and coach).
• Provide hiring and termination recommendations based on skills/performance to the General Manager and Assistant General Manager. Leverage all accountability paths including but not limited to performance improvement plans, coaching conversations, and formal write ups.
• Retain a passionate team for area-specific knowledge and expertise. Through implementation and execution of all development plans set in place by General Manager/Assistant General Manager.

Customer Experience

• Build and develop a team of passionate and knowledgeable Services/Customer Service Associates who strive to exceed Customer expectations through a world class in-store PGA TOUR Superstore experience.
• Lead and create a service/experience culture that prioritizes the Customer experience; model, train, and coach to deliver on these expectations.
• Strategically plan weekly/monthly/quarterly workload to support business priorities by leveraging all workload planning tools to deliver a consistent Customer experience in-store, store events & promotions.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

• Anticipate staffing needs, talent plan and recruit - both long and short term to maintain the best in-store Customer experience.
• Consistently collaborate with Store Leadership Team to ensure alignment and delivery of all Company priorities. Partner with organizations that are important to the community you serve to create collaborative experience-based community events in partnership with the Field Marketing Manager. For example: (Schools, chambers, restaurants, resource centers)
• 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, validate proper staffing in all departments to support store needs, maintain brand/merchandising standards across entire store, drive Customer experience and Associate/Customer safety.

Operational Excellence

• Maintain the Company's Operational and Merchandising Standards through a consistent presence on the sales floor, and training of Service/Customer Service Associates as needed.
• Ensure compliance with all Company Standard Operating Procedures (SOPs) through process observation and extensive Associate training and communication.
• Enable Team Leads and Services/Customer Service Associates to be champions of their products and services, ensuring Associates can inform, educate, and promote offerings to Customers.
• Expect and enable your teams to stay up to date on upcoming merchandising promotions and marketing events to maintain a strong experience focus throughout the life cycle of a promotion.
• Partner with Manager, Associate Support to strategically staff/schedule based on weekly and monthly business workload and Customer traffic. Leverage all tools including but not limited to workload planning, carton tracker tool 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 store Team Leads to work in the same way and hold others accountable for this commitment.
• Conduct department walks with Team leads or Associates on a consistent weekly cadence to maintain operational excellence, Customer experience and Associate engagement within your assigned department.
• Responsible for the accuracy of assigned departments inventory through consistent execution of the RTV process, store returns/checkout accuracy, maintaining tagging integrity, accurate handling of the trade in/premium playability process and proper handling of service-related processes.

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.
• Analytical: Candidates must have strong strategic skills and the ability to effectively forecast business needs and develop comprehensive solutions to complex problems. Candidates must be able to identify opportunities and solutions to increase sales and strengthen operational processes.
• Computer: Candidates must possess basic computer skills with a working knowledge of the Microsoft Office Suite, including Outlook.
• Accountability: Candidates must possess the skills to manage conflict, lead conflict resolution and hold others accountable.
• Business Acumen: Strong business acumen with complete accountability for P&L management.

• 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: College Degree or Equivalent Leadership Experience.
• Experience: Leading small-large groups of Associates to include performance management, disciplinary action and business controls.
• 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.