Retail Store Manager

Description

Queen City Medmart, LLC (Medmart) is a full-service medical equipment and home modification provider. We help customers find products and accessibility solutions that support mobility, independence, and quality of life.

Medmart is seeking an experienced Store Manager to oversee the daily operations of one of our retail locations. This position is responsible for leading and developing a strong team, achieving store sales goals, growing recurring customer orders, and ensuring customers receive knowledgeable, professional service.

The ideal candidate is a hands-on leader who knows how to motivate employees, maintain accountability, and create a positive team environment. The Store Manager is expected to take ownership of store performance, identify opportunities for growth, and step in wherever needed to keep operations running smoothly.

Reports To:

General Manager

• Lead, motivate, and develop store employees while fostering a positive, collaborative, and team-oriented work environment.
• Establish clear performance expectations and hold employees accountable for meeting company standards and completing assigned responsibilities.
• Manage employee recruitment, hiring, onboarding, training, performance evaluations, corrective action, and termination in accordance with company policies.
• Take responsibility for employee development, team culture, and retention.
• Provide ongoing coaching, feedback, and training to improve employee performance and product knowledge.
• Oversee employee training on medical equipment, insurance processes, customer service standards, and store procedures.
• Address employee concerns and conflicts promptly, fairly, and professionally.
• Prepare employee schedules and ensure appropriate staffing coverage.
• Lead by example by demonstrating professionalism, strong customer service, and a willingness to assist employees when needed.
• Promote open communication, teamwork, and a culture of accountability.

• Take ownership of overall store sales performance and work consistently toward achieving established sales goals.
• Monitor sales activity, identify opportunities for improvement, and implement strategies to increase revenue and customer traffic.
• Coach employees on sales techniques, product knowledge, and customer engagement to improve overall store performance.
• Step in to assist with customer sales when needed, particularly for complex product needs or escalated situations.
• Identify opportunities to grow recurring medical supply orders by educating customers about eligible products, repeat ordering options, and available programs.
• Actively assist with enrolling customers in recurring supply programs and ensure appropriate follow-up.
• Encourage employees to identify additional products and services that appropriately meet customer needs.
• Maintain current product knowledge and ensure employees can confidently explain equipment features, benefits, and available options.
• Maintain effective merchandising, promotional displays, and an inviting showroom environment.
• Support relationships with healthcare providers and other referral sources as opportunities arise.
• Provide weekly updates to management regarding store sales, recurring orders, customer reviews, employee performance, and opportunities for improvement.

• Ensure customers receive attentive, knowledgeable, and compassionate service throughout their experience with Medmart.
• Assist customers in selecting appropriate medical equipment and mobility solutions based on their individual needs.
• Serve as the primary point of contact for escalated customer complaints and service concerns.
• Take ownership of customer issues, coordinate appropriate resolutions, and follow through until concerns are addressed.
• Identify recurring service problems, recommend improvements, and coach employees to prevent similar issues.
• Assemble and prepare medical equipment for customer purchases, showroom displays, and demonstrations.
• Perform basic equipment troubleshooting, minor adjustments, and product demonstrations as appropriate and within training and company procedures.
• Ensure employees follow established procedures for handling prescriptions, customer orders, and related documentation.
• Encourage customer feedback and ensure employees consistently follow company procedures for requesting Google reviews.