Retail Store Manager

Sales Support and Staff Development

• Manages the full employment life cycle for branch operations staff by overseeing hiring, onboarding, training, coaching, performance management, pay administration, and ongoing development. Builds a positive, collaborative, and accountable team environment through continuous feedback, clear expectations, and support for skill‑building and professional success.
• Develops, implements, and monitors a comprehensive KPI plan designed to meet and exceed branch goals. Provides formal and informal coaching to ensure staff understand club products, member value propositions, and key performance drivers. Maintains daily awareness of branch performance, communicates progress to staff, and coaches toward the behaviors and competencies that drive results.
• Maintains awareness of sales goals, promotions, and initiatives across all business lines by staying informed of organizational priorities and communicating relevant information to staff. Fosters cross‑departmental partnerships through collaboration and information sharing and serves as a liaison to ensure coordinated communication and operational alignment with other departments.
• Champions staff development and continuous learning by promoting skill‑building, engagement, and pathways for growth within the branch, department, and broader organization. Encourages employees to pursue development opportunities and models for ongoing learning and professional growth.

• Ensures a unified and consistent branch experience across all business lines operating within the location—including branch operations, insurance, travel, financial services, and driving school—by upholding AAA Northeast standards, policies, and cultural expectations to deliver high‑quality member and employee experiences.
• Maintains strong branch governance by consistently influencing operational standards, compliance practices, safety requirements, and service expectations across all business lines within the branch. Monitors daily execution, identifies gaps, and routinely communicates with business line management to preserve operational integrity and service excellence.
• Maintains awareness of organizational initiatives and expectations by staying informed of policies, procedures, and process updates, translating direction into clear expectations for branch employees, and communicating relevant guidance to insurance, travel, and other business‑line partners within the location. Ensures timely adoption of new tools, programs, and procedures.
• Oversees daily branch execution with visibility and accountability by actively observing operations, reinforcing service and performance standards, and addressing issues in real time. Serves as the “eyes and ears” of the location, identifying concerns or opportunities and partnering with District Managers or business‑line leaders to resolve cross‑functional issues.
• Promotes a cohesive and engaged branch culture by modeling AAA Northeast leadership behaviors, fostering transparency, and reinforcing accountability, professionalism, and collaboration among branch employees and cross‑functional partners. Drives continuous improvement by recognizing strong performance, addressing gaps, and reinforcing an employee and member‑focused culture.

• Ensures a consistently high‑quality member experience by actively overseeing daily branch service delivery across all business lines, both in‑person and over the phone. Handles escalated member issues, manages wait times, monitors staff‑member interactions, ensures office readiness (including merchandise and materials), and directly services members as needed to support timely and effective transactions.
• Monitors and oversees the delivery of Registry and TSA services, ensuring appropriate staffing, workflow execution, and adherence to all service, security, and regulatory standards. Performs Registry Services and/or TSA transactions as needed, including the secure handling and processing of confidential documents and accurate data entry into required systems. Ensures applications and forms are reviewed for completeness and accuracy, both in…