Store Manager, Retail & Store Manager

Position Summary

At Lids, our Store Managers are the heart and soul of the Lids brand. These cap experts strive to foster the passion for sporting and fashion goods by meeting the needs of our customers while ensuring that all areas of the store are engaged. Store Managers are accountable for every aspect of the retail store performance inclusive of achieving key results, creating a fun and inclusive environment for their team, and delivering exceptional customer service by offering their expertise on Lids’ products and services.

Principle Duties and Responsibilities

People & Training Development

· Manage the store’s hiring strategy, including planning needs, recruitment strategy, projected turnover, and leaves of absence.

· Assist the market’s Authorized Trainer in coordinating onboarding to acclimate new team members to Lids.

· Engage team members by creating a fun and productive environment, including helping them understand how their work supports company objectives and the success of the store and Lids overall.

· Contribute to a respectful and inclusive team environment by establishing supportive working relationships and adhering to Lids Brand Standards (e.g. company dress code, etc.)

· Perform people-related actions to update team member information, including approving time off requests, approving shift swaps, updating availability, timecards, qualifications and other employee records as needed.

· Lead and monitor the store’s ongoing training strategy, including training for non-Keyholders, process changes, promotions or job changes, and new programs or initiatives.

· Address all employee concerns or issues, including knowing when to partner with internal support (e.g. Help Desk, HR, DSM, RD, etc.) to take appropriate action.

· Drive team engagement by ensuring team members are provided recognition and continuous check-ins, including performance management and documentation when relevant, to support and reinforce career and personal growth.

· Collaborate across store channels and/or districts using company Discussion Boards or district and regional chat platforms.

Customer Experience

· Lead and execute Selling 101 strategy to achieve key performance indicators (KPIs), sales target and deliver exceptional customer service.

· Resolve customer feedback and address issues in the moment, including customer escalations, urgent requests, and resolve to “make it right” for customers.

· Manage and direct in-store team members to ensure optimal customer service that values customers’ time and supports overall store operations.

· Ensure every customer is offered the opportunity to participate in Lids’ membership programs or special offers when live in-store through employee education.

Additional Principal Duties and Responsibilities

Operations

· Manage team’s compliance within the scheduling and payroll process to align with policies, procedures, budgets, and applicable law.

· Plan, prepare, and manage the schedule by considering team members’ qualifications, availability, and performance to maintain efficiency and effectiveness of operations.

· Manage business disruptions and provide operational continuity (e.g. store closures, employee absenteeism, schedule / wages, operating hours impact, etc.)

· Execute operations-focused company-level directives, promotions, and initiatives (e.g. from Lids HQ).

· Understand and adhere to Policies & Procedures Manual to maintain a safe work environment.

· Maintain store technology and equipment – MPOS, Lids Custom, etc. – by conducting daily audits, verifying continued functionality, facilitating updates and maintenance as instructed, or ordering repair as needed.

· Maintain store facilities, supplies, and services by executing service requests, assessing maintenance or repair needs, placing repair work orders, or replenishing store supplies.

· Effectively manage cash, including accurate opening and closing of the till, using counterfeit protection practices, and consistent bank drops.

· Effectively prepare store for inventory audits and support in performing them as needed to confirm inventory accuracy.

Product & Inventory Management

· Drive overall store product strategy, including…