Manager of Retail Operations

Job Location: Ghost Pirates Ice Cove

Job Title: Manager, Retail Operations

Department: Retail Operations

Reports To: General Manager/ Director, Retail Operations

Scope and Nature of Role

The Manager of Retail Operations is responsible for the day-to-day operation, organization, and overall performance of the retail store and pro shop at Ghost Pirates Ice Cove. This role focuses on leading and developing staff, maintaining an organized and customer-focused environment, driving sales performance, and ensuring operational standards are consistently executed.

Key Responsibilities

Staff Leadership & Development

• Recruit, train, schedule, and supervise retail sales and service associates.
• Communicate clear expectations, goals, and performance standards to team members.
• Provide ongoing coaching, training, and performance feedback to ensure a high-performing team.
• Conduct regular performance evaluations and support employee development.
• Foster a positive, customer-focused culture while leading by example.
• Manage labor schedules and payroll expenses in alignment with business needs and budget guidelines.

Store Operations & Organization

• Oversee daily store operations to ensure a clean, organized, safe, and welcoming environment.
• Ensure all company policies, procedures, and operational standards are consistently followed.
• Maintain an attractive and well-merchandised sales floor, stockroom, and service areas.
• Coordinate and oversee sharpening, repair, and service operations while ensuring compliance with safety procedures.
• Support the execution of promotions, special events, and marketing initiatives.

Inventory & Merchandising

• Monitor inventory levels and communicate replenishment needs to management.
• Oversee receiving, stocking, merchandising, and inventory organization.
• Maintain accurate inventory practices through cycle counts and established inventory procedures.
• Ensure product displays are visually appealing, organized, and support sales objectives.
• Assist with pricing, promotions, markdowns, and inventory management strategies.

Customer Experience

• Deliver and promote exceptional customer service standards throughout the store.
• Build strong customer relationships through proactive engagement and problem resolution.
• Ensure all team members provide a knowledgeable, professional, and welcoming shopping experience.

Qualifications

• Bachelor's degree in a related field or equivalent experience with a minimum of 3 years of management experience in retail operations

• 2+ years working in sports retail; hockey/skating highly preferred

• High level of hockey equipment knowledge and passion for hockey and/or figure skating

• Experience leading, mentoring and developing team members

• Attention to detail in inventory management, merchandising, and store presentation.

• Excellent written and verbal communication skills

• Strong working knowledge of retail POS systems and Microsoft Office

• Ability to work a flexible schedule including, nights, weekends and holidays

• Ability to work for long periods of time while standing and lift up to 50 pounds

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.