Retail Sales and Service Manager

About the Role

The Sales and Service Manager (SSM) leads a dedicated team of Associates, fostering a collaborative environment aimed at providing exceptional service to Customers within a clean, safe, and well-maintained store. This role assumes ownership of assigned departments, ensuring sales targets are met while prioritizing overall Customer satisfaction across various facets of the in-store experience, including Associate-Customer interactions, STUDIO operations, golf teaching and fitting experiences, Practice Bays, fitting room management, Services, Front-End, Hard Goods, Soft Goods, Community events, and In-Store events.

In coordination with the Store Leadership Team (SLT) and Field Leadership, the SSM collaborates to identify Customer needs and devise strategies to meet service and sales objectives. The SSM also plays a pivotal role in instilling and exemplifying PGATSS Service Behaviors among Associates, fostering a culture centered around prioritizing the Customer.

Responsibilities

• Create a strong culture of appreciation by consistently recognizing and rewarding excellent individual/team performance, Core Values behaviors, and Company loyalty.
• Foster a respectful and inclusive environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all Associates.
• Demonstrate a culture of ethical conduct, safety, and compliance.
• Champion a culture where Associates love to work, and Customers love to shop; recognize service behaviors and reward outstanding performance in partnership with the Store Leadership Team.
• Move dynamically on the sales floor to assess and fulfill the needs of the business, Associates, and Customers.
• Maintain the Company’s Operational and Merchandising Standards through a consistent presence on the sales floor and training of Sales Associates.
• Ensure compliance with all Company Standard Operating Procedures (SOPs) through process observation and extensive Associate training and communication.
• Enable teams to stay up to date on upcoming merchandising promotions and marketing events to maintain a strong merchandising presence throughout the life cycle of a promotion.
• Enable Associates to be champions of their products and services, ensuring they can inform, educate, and promote offerings to Customers.
• Ensure compliance with all Loss Prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace.
• Model and teach Associates Service Behaviors and manage a Customer-first culture.
• Set and share clear expectations and manage performance through observation, recognition, and coaching.
• Conduct scheduled department walks with Department Head on a consistent weekly cadence to maintain operational excellence, Customer experience, and Associate engagement.
• Provide hiring and termination recommendations based on skills/performance to the General Manager (GM) and Assistant General Manager (AGM).
• Leverage accountability paths including performance improvement plans, coaching conversations, and formal write-ups.
• Regularly review SPS reporting to discern factors influencing business performance and collaborate with Field Leadership to assess inventory needs.
• Support Associate onboarding, learning, and development through coaching and interaction to close product knowledge/system gaps.
• Engage in consistent and meaningful development conversations with all assigned Associates throughout their employment journey.
• Lead and create a service culture that prioritizes the Customer experience; model, train, and coach to deliver on these expectations.
• Ensure accuracy of assigned departments' inventory through consistent execution of stock replacement, product conversion processes, STUDIO/OEM Bay Planogram execution, precise handling of store returns and checkouts, maintaining tagging integrity, and accurate cycle count/inventory levels.
• Execute PGATSS community efforts and educate Associates to strengthen their understanding of the broader purpose of their work.
• Build relationships within the store’s community to address local needs.
• Support the SLT in delivering all HR operational and cyclical programs to maintain compliance.
• Maintain clean, organized, and operational Services, Front-End, Soft Goods, Hard Goods, STUDIO, and Practice Bay areas, equipment, and supplies.
• Consistently execute and maintain all Services, Front-End, Soft Goods, Hard Goods, STUDIO, and Practice Bay programs, promotions, and procedures.
• Assess the competition and leverage Customer insights and feedback to drive business and position the store as the destination of choice.
• Anticipate staffing needs, talent plan, and recruit—both long and short term—to maintain the best in-store Customer experience in each department.
• Anticipate Customer flow and work demand, redirecting efforts and schedules to ensure proper coverage where and when Customers need it.
• Responsible for opening and closing the store at times without additional leadership presence, including cash handling procedures, deposits, Customer escalations, opening/closing procedures, task direction, staffing validation, brand/merchandising standards, and safety.

Requirements

• College degree or equivalent leadership experience.
• Experience leading small to large groups of Associates, including performance management, disciplinary action, and business controls.

Skills

• Communication: Strong listening and interpersonal skills; good verbal and written communication skills; ability to communicate cross-functionally and set expectations.
• Analytical: Strong strategic skills and ability to forecast business needs; develop comprehensive solutions to complex problems; identify opportunities to increase sales and strengthen operational processes.
• Computer: Basic computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
• Accountability: Ability to manage conflict, lead conflict resolution, and hold others accountable.
• Business Acumen: Strong business acumen with complete accountability for P&L management.
• Organization: Ability to organize multiple priorities to ensure resources are properly allocated to meet objectives.
• Leadership: Ability to lead by example and enforce high standards of Customer service; lead with a Servant Leadership approach.

Working Conditions

• Must be able to stand for extended periods, climb up and down a ladder, move throughout the store, and lift a 30 lb. box overhead.

Pay

$22.00 - $25.25 USD hourly

Schedule

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