Assistant Store Manager

Position Philosophy:

The duties of the Assistant Manager position are to be performed by demonstrating and encouraging Stan’s Merry Mart’s core values.

The Assistant Manager position is primarily responsible for the complete retail operations and sales store-wide. The position also provides back up, and supports the Store Manager during his/her absence.

• Review all Secret Shops with employees to identify opportunity areas, and correct all issues. Retrain when necessary. Reward and recognize those with excellent scores.
• Set the example to all Associates by serving customers store-wide, and provide needed advice or information.
• Supervise Associates to maintain high levels of productivity and morale, set an example when managing Associates on the floor.
• Intervene to bring about prompt settlement of employee complaints, whether between employees or employee and company.
• Assist Store Manager with conducting yearly employee evaluations each month (by month end) to provide feedback for improvement and growth opportunities. (90 days, yearly)

• Promote Customer Service as our #1 priority.
• Facilitate the concept of Every Customer Every Time on the floor.
• Drive customer satisfaction by ensuring that all customers are acknowledged, customer needs are met, and concerns are resolved quickly.
• Assist customers with complaints, and settle them at the lowest possible level. Involve Store Manager only when absolutely necessary.
• Review all “Customer Engagement Survey” results as they become available twice per year, and work with staff to improve percentages by a minimum of 2%.
• Submit at minimum two (2) Employee Observation sheets to the Store Manager on a weekly basis and provide coaching to the employees to ensure consistency of service to all customers.
• Is totally familiar and competent in conducting and adhering to all processes for management – 1-2-1s, huddles, floor observations, store walk-throughs, department checklists, and any other assigned processes for management
• Understands and manages the MOD process and is part of the MOD schedule as needed.
• Utilize all quarterly store meetings to provide customer service training to the staff.
• Promote, coach and teach “The Stan’s Way” approach to customer service to all employees.

• Assist in monitoring payroll percentages on a monthly basis to ensure compliance with established budgets and take corrective measures as necessary.
• Help to control overtime hours to meet budget.
• Reviews headcount with HR prior to additions or terminations.

• Direct the shipping, receiving and inventory flow for the store
• Regulate retail inventory to reduce shrinkage, maintain appropriate stock levels and ensure report accuracy

• Forecast scheduling needs on a monthly basis to meet customer demand and oversee work schedules.
• Continually keep store staff sufficiently informed about plans, projects, policies and procedures, such that all staff members have an appropriate and positive level of buy-in to all levels of store operations
• Check communications received via email from office and/or customers at least once per day
• Utilize Trello as main communication vehicle – daily updates posted re operations walk- throughs, tasks, and overall communication.
• Reply to customer issues within 24 hours.

• Identify appropriate training for store associates and oversee all training requirements on a monthly basis for all associates (New-Hire orientation, on-the-job training, and vendor training).
• Hire, train and develop retail staff with goals for growth and success in their positions, provide performance feedback and recognize accomplishments.
• Assist with conducting quarterly store meetings to communicate store/company goals, and provide appropriate training to the staff.
• Utilize and conduct with other management daily huddles to facilitate training topics and coach the staff.

• Enforces safety policies and procedures on a daily basis; is a safety role model.
• Enforces housekeeping procedures on a daily basis to ensure and maintain the best store appearance
• Conduct…