Retail Front End Department Head

Position Summary

The Front-End Dept Head (FEDH) is primarily responsible for delivering the best possible Customer experience in the store through our Club Services Desk and Front-End experience. Key responsibilities include the consistent implementation of the Experience Game Plan, consistent execution of product conversion processes, precise handling of store returns and checkouts, handle service-related processes proficiently, and adhering to Company Merchandise Standards when setting products.

Key Responsibilities

• Support and oversee all Club Services and Front-End operations.
• Act as the expert of the assigned department(s) by providing valuable input into operational and merchandising decisions to the Sales and Service Manager (SSM) to drive sales and elevate the Customer experience.
• Execute the role of a Starter (greeter) when not actively engaged in supporting Services or Front-End operations.
• Direct on-floor work assignments and provide specific departmental training for all Associates.
• Participate in weekly department walks with the SSM to evaluate the state of the business and create worklists for self/department Associates that align with their strengths.
• Follow up with the SSM on the execution of all assigned tasks.
• Ensure all Club Services and Front-End areas, equipment, and supplies are always clean, organized, and operational.
• Consistently execute/maintain Club Services and Front-End programs, promotions, and procedures.
• Perform basic club repair duties, G&T App Management (Creating Orders, maintaining queue, etc.), retrieving BOPIS orders for customers and processing through the OMS, processing trade-ins as they arrive, retrieving Special Orders that have arrived, answering Customer phone calls, execution of Cleaning & Equipment Maintenance Checklist, re-gripping clubs, re-shafting clubs, club extensions and cut downs, Loft & Lie adjustments, and cleanliness of the Services area.
• 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.
• 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, maintain brand/merchandising standards across entire store, drive Customer experience and Associate/Customer safety.

Qualifications And Skills Required

• Communication: Strong listening and interpersonal skills, good verbal and written communication skills, ability to communicate cross-functionally.
• Computer: Basic computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
• Accountability: Skills to manage conflict, lead conflict resolution and hold others accountable.
• Business Acumen: Ability to quickly learn business acumen with appropriate training.
• Organization: Ability to organize multiple priorities to ensure that resources are properly allocated to meet objectives.
• Leadership: Lead by example, enforce a high standard of Customer service, lead with a Servant Leadership approach.
• Education/Experience: High School Diploma or equivalent and retail experience preferred.

Schedule

Must be able to work a flexible work week, and work nights, weekends, and holidays depending on business needs.