Retail Supervisor

About the role

The Retail Supervisor leads frontline retail operations by delivering exceptional guest service, supervising team performance, and maintaining operational standards related to sales, staffing, merchandising, and compliance.

Responsibilities

• Set, model, and reinforce world-class customer service standards for all guests.
• Supervise frontline team members, ensuring strong performance in service and task execution.
• Execute daily store operations, including opening/closing, break management, task assignment, team member coaching, and vending machine maintenance.
• Ensure compliance with retail policies, procedures, and visual merchandising standards; provide training and coaching as needed.
• Manage sales performance, labor usage, and operational priorities to meet business goals.
• Collaborate cross-departmentally (Operations, IT, Safety, Facilities, Events, Hospitality) to support smooth business operations.
• Lead or support special projects such as Round-Up At The Needle, physical inventory, sales initiatives, events, pop-ups, and process improvements.
• Operate, maintain, and troubleshoot retail systems and vending machines including Cosmo the Robot Barista, countertop and handheld POS systems and hardware, coin smashers, bill breaker, collectible medallion machines, Mold-A-Matic.
• Maintain professional appearance and conduct.
• Open and/or close safely and on time following established procedures.
• Adjust staffing and coverage as needed and communicate changes to leadership.
• Support team members and assist guests as needed.
• Manage vending machine operations and maintenance as needed.
• Ensure cleanliness and operational standards are met during opening and closing procedures of Cosmo the Robot Barista.
• Maintain store cleanliness, organization, and visual standards.
• Complete daily/weekly/monthly retail operational tasks either independently or as directed (including, but not limited to, exception counts, damages, shipping logs, guest service requests, scheduled cleanings of Cosmo the Robot Barista, etc.).

Requirements

• Ability to stand, walk, bend, reach, twist, and move through multiple retail properties (within 100 yards of each other) for an 8‑hour shift.
• Ability to handle food ingredients including milk, oatmilk, cocoa powder, coffee beans, flavored coffee syrups, and packaged cookies containing wheat, milk, whey, and eggs.
• Ability to lift up to 35 pounds.
• Ability to lift 5‑10 pounds to shoulder height or higher in order to fill Cosmo the Robot Barista’s ice dispenser with bags of ice.
• Open availability, including weekends, holidays, swing shifts, and occasional overnights.

Qualifications

• Excellent customer service skills.
• Prior leadership experience (PIC, keyholder, or higher), preferably in Retail.
• POS experience with the ability to learn