Retail Sales and Services Manager

22.00 - 25.25 USD Hourly

About the role

At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who 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.

The Sales and Service Manager (SSM) leads a dedicated team of Associates, fostering a collaborative environment aimed at providing exceptional service to our Customers within a clean, safe, and well-maintained store. Tasked with assuming ownership of their assigned departments, the Sales Service Manager is responsible for achieving sales targets while prioritizing overall Customer satisfaction across various facets of the PGA TOUR Superstore in-store experience. This includes Associate-Customer interactions, STUDIO operations, golf teaching and fitting experiences, Practice Bays, fitting room management, overseeing Services, Front-End, Hard Goods, Soft Goods, Community events, and In-Store events.

Responsibilities

• Create a strong culture of appreciation by consistently recognizing and rewarding excellent individual/team performance, Core Values behaviors, and Company loyalty.
• Create and 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 Store Leadership Team.
• Move dynamically on the sales floor to assess and fulfill the needs of the business, Associates, and Customers, as needed.
• Maintain the Company's Operational and Merchandising Standards through a consistent presence on the sales floor, and training of Sales Associates, as needed.
• 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 by utilizing bulletins on The Links.
• Enable Associates to be champions of their products and services, ensuring Associates 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 within assigned departments.
• Provide hiring and termination recommendations based on skills/performance to the General Manager (GM) and Assistant General Manager (AGM). Leverage all accountability paths including performance improvement plans, coaching conversations, and formal write-ups.
• Regularly review SPS reporting to discern factors influencing business performance, identifying both effective and ineffective drivers. Collaborate with Field Leadership to assess whether additional inventory is required based on insights from the reporting.
• Support in leading Associates onboarding, learning, and help close the product knowledge/system gap through development coaching and Associate interaction.
• 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 the accuracy of assigned departments' inventory through consistent execution of the stock replacement process, product conversion processes, STUDIO/OEM Bay Planogram execution, precise handling of store returns and checkouts, maintaining tagging integrity, and accurate cycle count/inventory levels through the lifecycle of a product.
• Execute PGATSS community efforts and educate our Associates to strengthen their understanding that what they do serves a bigger purpose. Build relationships that are important to the store's community to address the most pressing local needs.
• Support SLT in delivering all HR operational and cyclical programs to maintain compliance.
• Ensure all Services, Front-End, Soft Goods, Hard Goods, STUDIO, and Practice Bay areas, equipment, and supplies are always clean, organized, and operational.
• Maintain consistent execution of all Services, Front-End, Soft Goods, Hard Goods, STUDIO, and Practice Bay programs, promotions, and procedures.
• Know and assess the competition and leverage Customer insights and feedback to drive the business and be the destination of choice for our Customers.
• 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 when and where the Customer needs us.
• Responsible for opening and closing the store at times without additional leadership presence, including cash handling procedures, deposits, Customer escalation, opening/closing procedures, providing task direction to all departments, validating proper staffing in all departments to support store needs, maintaining brand/merchandising standards across the entire store, driving Customer experience, and ensuring Associate/Customer safety.

Requirements

• Communication: Strong listening and interpersonal skills, good verbal and written communication skills, and the ability to communicate cross-functionally. Communicate expectations and standards to execute Company programs.
• Analytical: Strong strategic skills and the ability to effectively forecast business needs and develop comprehensive solutions to complex problems. Identify opportunities and solutions to increase sales and strengthen operational processes.
• Computer: Basic computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
• Accountability: 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 that resources are properly allocated to meet objectives.
• Leadership: Lead by example and, through daily actions, enforce a high standard of Customer service. Lead with a Servant Leadership approach.
• Education: College degree or equivalent leadership experience.
• Experience: Leading small to large groups of Associates, including performance management, disciplinary action, and business controls.

Working Conditions

• 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, including nights, weekends, and holidays depending on business needs.

Pay

22.00 - 25.25 USD Hourly