Assistant Manager

About the role

The Assistant Team Leader provides customers with a unique shopping experience by utilizing the G.U.E.S.T. service approach. This role builds and inspires high‑performing teams, manages payroll, trains staff across all store areas, executes and maintains visual presentation standards, and upholds The Paper Store mission, standards, and policies. The Assistant Team Leader reports directly to the Store Team Leader.

Responsibilities

• Act as a TPS Champion by modeling the G.U.E.S.T. service approach and consistently delivering World Class Service.
• Greet and welcome every customer warmly and with enthusiasm.
• Understand customer needs by asking open‑ended questions.
• Explain product features and benefits in relation to the customers’ needs by providing in‑depth product knowledge.
• Suggest additional items to build onto sales by utilizing effective selling techniques.
• Thank the customer sincerely and invite them to return and shop with us again.
• Be a TPS Brand Ambassador.
• Build customer loyalty by being friendly, attentive, and respectful of customers.
• Inspire and motivate the team daily by delivering positive feedback and utilizing TPS recognition programs.
• Contribute to a positive work environment by modeling ethical behavior, fostering open communication, and maintaining confidential information as required.
• Willingly assume all Store Team Leader responsibilities in their absence.
• Demonstrate the ability to make decisions with sound judgement in the best interest of the TPS customer, store team, and business.
• Demonstrate a commitment to training and development utilizing all training resources available.
• Demonstrate ability to cross‑train Associates, Key holders, and Department Managers in all areas of the store to build bench strength and a succession plan for leadership.
• Continually train and coach associates in all areas of the business, including visual/merchandising tasks, operational tasks, compliance to company policies, and G.U.E.S.T. service behaviors.
• Execute strategies to drive sales and customer loyalty through effective sales and service leader behaviors, the Hallmark Crown Rewards Program, TPS Customer Capture, and store events.
• After comprehensive training, perform ear piercings and provide a safe, sanitary experience in accordance with state, federal, and CDC guidelines (select locations).
• Utilize company performance management tools to develop team members (evaluations, performance documentation, feedback, and motivation).
• Build positive working relationships with the Store Team Leader, District Manager, merchandisers, and corporate partners.
• Resolve conflicts, problem‑solve, and facilitate complex conversations with honesty and respect.
• Effectively manage supply and payroll budgets on a weekly/monthly basis.
• Perform management functions as expected, including opening and closing the store, point‑of‑sale operations, managing the sales floor, and coordinating break schedules.
• Complete all other related tasks and directions as assigned within the assigned time frame.
• Assist the Store Team Leader to achieve hiring goals and maintain a staff that meets the needs of the business.
• Fill open positions within 30 days by actively networking and recruiting.
• Ensure compliance with all company policies, procedures, and expectations.

Requirements

• Previous experience in specialty retail management is preferred.
• Ability to adapt to and lead change.
• Ability to create a team environment through positive leadership.
• Ability to work a flexible schedule, including nights, weekends, and holidays.
• Demonstrated resourcefulness and initiative to solve problems, operate strategically, and act as a team builder.
• Ability to multitask while remaining attentive to customers.
• Proficiency in Microsoft Office and POS systems.
• Ability to work autonomously with strong attention to detail.
• Ability to be mobile on the sales floor and/or stock room for extended periods.
• Ability to lift and mobilize medium to large items up to 50 lb., using appropriate safety techniques.
• Professional presentation in attire, demeanor, appearance, and compliance with company dress code.