Custom Manager

For New York-based roles:
Annual pay ranges may fall between $32,280 - $60,405. You may also be offered a bonus, and other benefits.

EEO Statement: Hat World, Inc., Lids Holdings, Inc., dba Lids and subsidiaries is an Equal Opportunity Employer and is committed to complying with all federal, state, and local EEO laws. Hat World, Inc., prohibits discrimination against employees and applicants for employment based on the individual's race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other protected characteristic or class protected by law.

Hat World, Inc. provides reasonable accommodation for disabilities in accordance with applicable laws.

Need accessibility assistance to apply? Applicants who require accessibility assistance to submit an employment application, please email us at  A member of our Talent team will respond as soon as reasonably possible. This email address is only for individuals seeking accommodation when applying for a career at Lids.

Req

Location:

9074 - NBA Clubhouse

Customization is a key part of the Lids business, setting us apart from the competition and gives us a strong competitive advantage. Custom Manager strives to inspire a passion for personalization by delivering on the needs of our customers. The Custom Manager is accountable for all aspects of the store’s customization performance, including achieving key results, fostering a fun and inclusive team environment, and delivering exceptional customer service through their expertise in Lids’ products and services.

• Assist the General Manager in coordinating the onboarding of new team members to Lids and Customization
• Manage and coordinate all custom training within the store by means of communicating, analyzing performance, planning, and prioritizing to meet the demands of the business
• 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.)
• Communicate effectively with the Corporate Custom Department to share information, network ideas, and further develop the custom program.
• Oversee all aspects of the customization business, including machine maintenance, equipment supply ordering, and ensuring cleanliness and organization.
• 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, Custom Support 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.
• Manage receiving, processing, merchandising, transfer, and inventory accuracy while ensuring all vendor and release-date compliance.
• Optimize backroom organization and execute all visual merchandising updates, seasonal changes, and daily product upkeep.

• Lead and execute Selling 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…