Retail Manager

About the role

WeTheHobby is a leading collectibles and sport media company with global reach, partnering closely with companies such as Topps, Wizards of The Coast/Hasbro, Upper Deck, The Pokémon Company and more. We deliver premium in-person and digital experiences for collectors from all walks of life. This new team will directly influence revenue expansion, customer trust, and brand reputation.

The ideal candidate has a passion for, and knowledge of “The Hobby” (collectibles/trading cards) that they enjoy sharing with others. They possess a muscle of customer-curiosity, or a genuine desire to speak with customers to learn how we can grow the hobby together and make WeTheHobby the best version of ourselves. This knowledge and care for the customer experience are only matched by their authenticity and yes attitude!

All team members will drive revenue via sales and referrals, aim to enhance the fan experience through the power of collecting, and act as a brand ambassador for WeTheHobby within their assigned retail location. This role is on-site in Philadelphia, PA.

What you’ll do

• Maintain a welcoming environment, protect inventory, and deliver professional customer service.
• Sustain a motivated and engaging WeTheHobby team at your shop utilizing the Championship Mentality.
• Act as a positive, professional representative of the WeTheHobby brand.
• Greet customers with enthusiasm and engage in conversation about the hobby.
• Become a brand and product expert to expand trust and build relationships.
• Share expertise of the product on the shelves, including new product releases.
• Understand the products customers are likely to ask about but not in inventory.
• Show customer curiosity by asking questions and demonstrating active listening.
• Make recommendations on products that match customer needs and preferences, taking care to mention current sales, promotions, and/or loyalty programs.
• Create awareness of WeTheHobby live-stream breaks and social content.
• Understand customer types and preferences, shopper experience levels, sales trends, and market demand to curate experience and offerings.
• Uphold the highest standards of presentation, atmosphere, and appeal for your shop.
• Manage inventory, including receiving and maintaining stock levels of product.
• Execute sales and referral strategies while maintaining top-shelf service.
• Employ proven sales methods to enhance the shopping experience and drive revenue.
• Craft a premium customer experience tailored to hobbyists and collectible clientele, ensuring their unique needs and preferences are met.
• Provide personalized service, creating a welcoming atmosphere, and offering tailored recommendations to high-value clients, including referrals to our VIP Program.
• Help build and sustain a loyal, engaged collector community.
• Act as the team captain in the presence of, and in the absence of, your head coach.

Qualifications

• Thrives in an entrepreneurial, hyper-growth environment where priorities evolve regularly, and decisions are made quickly.
• Knowledge of sports, collectibles, and/or live-selling platforms is strongly preferred (or a clear willingness to learn).
• Excellent verbal communication skills with coworkers, customers, and partners.
• Exceptional attention to detail when dealing with product and store appearance.
• Strong interpersonal skills with a focus on building and cultivating relationships.
• Strong problem-solving skills with sound judgement and the ability to de-escalate customer concerns.
• Basic computer proficiency and comfort learning new platforms and tools quickly.
• Passion for customer experience and a mindset focused on service excellence.
• A team player that fosters trust and integrity through communication.
• Willing and able to work non-traditional business hours (nighttime/weekends).
• Growth-oriented mindset and ability to accept coaching and constructive feedback.
• Hospitality experience a plus.
• Knowledge of POS (point of sale) systems a plus.
• Experience with product listings, e-commerce, or social commerce a plus.
• Experience with buying/selling cards or collectibles a plus.

Physical requirements

• Ability to stand for extended periods.
• Walking within retail or warehouse setting as needed.
• Lift and carry items such as product cases, shipping and receiving equipment, and small office equipment weighing up to 50 pounds.
• Regularly bend, stoop, reach above head or ascend stairs in an office environment.

Pay

The pay/salary range for this position is $72,000 – $87,000 annually, based on location in Philadelphia, PA.

Schedule

Team members should expect to be scheduled for 35 hours each week across five days. Hours of operation are 10:00 am – 9:00 pm (Mon–Sat), and 10:00 am – 8:00 pm on Sundays. Shifts will start as early as 9:30 am, and closing shifts end 30 minutes after store closing. Exceptions to this are expected during the busy weeks leading up to the holiday season.