Merchandise Operations Manager

Summary:

The Merchandise Operations Manager will be responsible for all events and activities that occur within Key Bank Center while maintaining a specific focus on the guest experience and day-to-day operations. This position will report directly to the Assistant Director of Merchandise.

• Manage staff; including hiring, training , assigning direct work, appraising performance and resolving problems.
• Oversee team store maintenance, stocking, organization and flow.
• Develop and implement Visual Merchandising strategies.
• Point of sale management and oversight.
• Address guest complaints and timely and effectively.
• Prepare daily and weekly schedules for associates that are in line with business forecasts and event projections.
• Organize and conduct physical inventory counts on a weekly and monthly schedule, assuring that inventory controls and integrity are maintained at the highest level.
• Collaborate with internal departments including Corporate Partnerships, Marketing, Finance & Accounting and Human Resources.
• Ensure staff compliance with established guest experience, security, sales and record keeping policies and procedures.
• Oversee the setup and breakdown of all events; including NHL and NLL games, concerts and special events handling consigned merchandise.
• Enforce all department and organization policies, procedures and operations including informing staff of any changes.
• Identify breakdowns in processes and procedures and come to the table with resolutions to tighten up inventory controls and build a better guest experience.
• Review reporting to track KPIs and establish benchmarks for future performance standards.
• Perform special projects as requested.
• Maintains high level of confidentiality and professionalism.
• Other duties as assigned or required.

• Bachelor’s degree in business, marketing, or retail management or related field, preferred; or equivalent work experience.
• Minimum of 3 years relevant industry experience required; specifically supervisory experience overseeing a team of 10 or more.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects at once and adhere to deadlines.
• Must be highly organized and self-motivated with strong time management skills.
• Proficiency in Shopify and/or Retail Could retail POS / inventory system and Microsoft Office suite.
• Ability to work non-traditional hours including nights, weekends, and holidays.

• Adaptability
  • The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation.
• Attention to Communication
  • Ensuring that information is passed onto others who should be kept informed
• Customer Orientation
  • Demonstrated concern for satisfying one’s external and/or internal customers
• Flexibility
  • Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things
• Initiative
  • Identifying what needs to be done and doing it before being asked to or required by the situation.
• Managing Performance
  • Taking responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
• Personal Accountability
  • Takes responsibility for the results and future direction of the organization.
• Personal Credibility
  • Demonstrated concern that one be perceived as responsible, reliable and trustworthy.
• Results Orientation
  • Focusing on the desired end result of one’s own or one’s units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Thoroughness
  • Ensuring…