Sales Support Supervisor

About the role

The Sales Support Supervisor's primary role is to manage all aspects of Operations using Standard Work and the Operations GEM Model. They will train and supervise Back Office Leads and oversee the operational duties of Sales Specialist 2. Additionally, the Sales Support Supervisor will manage Cafes in stores that have them and ensure adherence to Standard Operating Procedures for store Kid's Spaces or Fun Rooms.

Responsibilities

• Support store leadership in evaluating behaviors, training, and development of the Sales Specialists II in Operational tasks such as cash handling, complex transactions and post purchase order management.
• As assigned by the Sales Support Manager, build schedules to ensure coverage is optimized to support business needs. The Sales Support Supervisor may also be asked to create store schedules for Kid's Spaces and Cafes, ensuring balanced coverage.
• Validate Daily, Weekly, Monthly and Quarterly Operations Standard Work, and complete Daily, Weekly and Monthly Standard Work for the Sales Support supervisor, in a timely manner.
• Utilize the Operations Onboarding program to facilitate training for Sales Specialist II. Demonstrate processes, provide hands-on practice and role plays to ensure they receive training on common guest engagement scenarios. Provide feedback to General Manager and direct manager on team members training progress.
• Conduct Asset Protection Audits to evaluate adherence to Standard Operating Procedures. Provide feedback to store leadership when errors and high-risk trends are identified.
• Execute and manage Cash Handling and Vault Management Standard Operating Procedures. Observe Sales Specialist II behaviors to validate SOP execution and provide coaching when necessary.
• Assist Store Leadership in resolving Guest Escalations. Use de-escalation techniques to provide optimal customer service. Observe Sales Specialist-2s for proper use of de-escalation techniques, training and coaching where needed.
• Execute Standard Work and related SOPs for the setup and maintenance of prep kitchen and Beverage Bars to ensure food safety standards are met. For stores with Cafes, validate compliance with Food Safety regulations while maintaining adequate but not excessive inventory of food and beverages. For stores that serve alcohol, maintain strict compliance standards and inventory control.
• Execute cash office procedures to exacting standards, ensuring compliance from Sales Specialists-2s with both observation, and review of Cash Office Documents preparation.
• Complete required training in WorkDay, and other platforms as assigned, in the expected time frame. If training is required for Sales Specialist-2s, ensure this group is in compliance with Operations training.
• Conduct routine talent conversations with management to develop leadership skills, build a talent “bench” for both future Sales Specialist-2s, the Back Office Lead and the Sales Support Supervisor.
• As assigned by Store Management, perform duties as the "Sales Floor Leader" and "Guest Engagement Leader" to drive results that increase sales. This includes monitoring Team Member interactions with guests, pairing Sales Specialists with Guests, and having constant awareness of how guests are paired with the Sales team throughout the store.
• As assigned by the Sales Support Manager, manage store supply inventory and budget. Place supply orders with approved vendors, ensure purchase orders, invoices are accurate and provided to Accounts Payable in a timely manner.
• Complete "Manager on Duty" tasks, as assigned, with regards to Discounts, Escalations, SKU Checks, Specialty system payments and order modifications.
• Validate that Back Office Leads work Operations reporting daily to resolve potential sales errors, and address guest follow-up requests.
• Engage with guests throughout the store, provide sales assistance, and uphold a high standard of guest service to ensure an exceptional experience.

Qualifications

• High School Diploma or GED equivalent.
• 5 years of retail experience in a direct customer interactive environment required. High volume experience is preferred.
• Three years of supervisory experience required. Equivalent combination of education and experience will be considered.
• To perform this job successfully, an individual must have proficient experience in Microsoft Office programs. Experience working with Tableau is preferred.