Store Manager, Retail & Store Manager

Description

Job Title: Store Manager

Job Type: Full-Time, Non-Exempt

Reports To: Field Leadership

Revised: July 2026

Job Summary

The Store Manager is responsible for the complete operation of a single location, including retail operations, grooming operations, and, where applicable, self wash and mobile grooming operations based out of their store. The Store Manager is accountable for store performance and maximizing sales and profitability through managing, developing and inspiring store team members, product display and inventory control, professional employee relations, and management of payroll hours and operating costs.

They serve as their location's liaison for administrative team initiatives.

Key Responsibilities

• Oversee retail operations, grooming operations, and mobile grooming operations within assigned scope, including all staffing, scheduling, and service quality.
• Owns the performance of assigned location(s): goals, sales, margins, profitability, shrink, expenses, payroll and team training completion and compliance.
• Serve as the liaison between field teams and the administrative team, ensuring administrative initiatives are communicated, executed, and supported at the location level.
• Champion a customer-first culture across every location, ensuring grooming and retail teams deliver a consistently excellent experience through our GOTHEART and WECARE grooming and retail service philosophies, driving personalized product and service recommendations, strong product and grooming knowledge, and lasting customer relationships that keeps pet parents coming back.
• Execute company promotional strategies, merchandising directives, and education initiatives consistently and on time.
• Monitor key sales metrics, analyze data to identify trends, and implement actionable strategies to close performance gaps, sharing goals and results with all team members on a regular cadence so every team member knows their targets and how they are performing against them.
• Recruit, onboard, train, and develop high-performing team members; deliver timely feedback and coaching.
• Address customer escalations promptly and professionally, maintaining high levels of satisfaction.
• Ensure compliance with all company policies, procedures, and safety standards, partnering with HR on documentation and disciplinary matters.
• Maintain regular, clear, professional communication with your supervisor regarding needs of your location(s), including staffing, marketing, inventory, merchandising, operational, training and where applicable grooming needs, as well as risks, and opportunities as they arise.
• Participate in regularly scheduled one-on-one meetings with your supervisor, conducted virtually or in person, prepared to review location performance, needs, and priorities.
• Support the execution and adoption of company policies and procedures as they are developed and updated, ensuring teams understand and follow the most current versions.
• Success through Succession - Develop bench strength by identifying and coaching future Store Associates, Groomers, Bathers, Daycare Team Members and Store Managers.
• Understand and be able to perform all operational duties of store staff across retail and grooming departments.
• In conjunction with field leadership, develop and implement plans to meet or exceed store goals and objectives.
• Control inventory shrink, expenses, and payroll within established targets.
• Ensure appropriate merchandise presentation, signage, and assortment in all departments; ensure the sales floor is adequately stocked.
• Oversee grooming and mobile grooming operations based out of the store, including staffing, scheduling, safety, quality (customer service and grooming quality), speed (productivity and efficiency) and service quality.
• Train, develop, and monitor team members in standard operating procedures, including point of sale, deposits, cash handling, and receiving.
• Conduct regular store management and staff meetings, plus store safety meetings as needed, established with Leadership on a market, banner or location basis.
• Manage recruitment, onboarding, and termination of store staff per company policies; perform performance assessment of staff development and job results.
• Monitor team member performance and coach, counsel, or discipline per company policies and procedures.
• Participate in store walk-throughs with field leadership and/or home office staff.
• Ensure store merchandise is safeguarded per established policies and procedures.
• Own the store's local presence through…