Service Manager - St. John

Service Manager

Job Description

Job Title:

Service Manager

Department:
Front End Operations, Hiring, HR, Ecommerce, Maintenance, and Facility

FLSA Status:
Salary - Exempt

Location:

Revision Date:

Position Summary:

The Service Manager is a key member of the store's leadership team, responsible for supporting overall Front End Operations with a focus on front-end, e-commerce performance, and hiring. This exempt-level position reports to the Store Director and/or Assistant Store Director and directly supervises the Front End Manager, Assistant Front End Manager, and E-Commerce personnel. The Service Manager ensures exceptional customer service, effective front-end execution, and alignment with Strack & Van Til's mission, vision, values and standards of excellence.

Reporting Structure:

* Reports to:

Store Director and/or Assistant Store Director

* Direct Reports:
Front End Manager, Assistant Front End Manager, and E-Commerce personnel.

* Indirect Reports:
Full- and part-time associates, support staff, and in-store specialists

Key Responsibilities:

Leadership & Supervision

* Oversees all front-end operations and e-commerce functions to ensure smooth, efficient, and customer-friendly service.

* Directly supervises and develops the Front End Manager, Assistant Front End Manager, and E-Commerce staff.

* Partners with the Store Director and/or Assistant Store Director to ensure department staffing, training, and scheduling meets operational needs.

Customer Experience & Service Standards

* Promotes a culture of excellent customer service by modeling positive interactions, promptly addressing concerns, and ensuring front-end staff are welcoming and professional.

* Works on the sales floor to support customer engagement and maintain visibility.

* Monitors and enforces compliance with customer service protocols, courtesy policies, and appearance standards.

E-Commerce & Checkout Oversight

* Ensures accurate, efficient, and timely execution of online order fulfillment and customer pickups processes.

* Reviews order accuracy, inventory levels, and fulfillment timing to meet customer expectations and drive satisfaction.

* Collaborates with the Front End Manager and e-commerce teams to resolve any fulfillment or product issues.

Operations & Financial Accountability

* Oversees front-end labor and budget management, including labor scheduling, productivity tracking, and shrink control.

* Monitors cash handling procedures, POS system accuracy, and front-end efficiency to protect company assets.

* Supports implementation of company initiatives, promotions, and customer programs at the front end.

Compliance & Safety

* Ensures adherence to all company policies, safety protocols, and operational guidelines across assigned departments.

* Conducts routine audits and walks to ensure cleanliness, safety, and security standards are maintained.

* Leads or supports training on loss prevention, cash handling, and emergency procedures.

Collaboration & Communication

* Partners with other store leaders to ensure alignment across all departments.

* Serves as a point of contact for cross-functional coordination and customer issue resolution.

* Participates in store leadership meetings, communicates updates to front-end and e-commerce teams, and reinforces key priorities.

Financial & Strategic Management

* Drive store performance to meet or exceed sales goals, labor targets, shrink reduction, and gross margin objectives.

* Analyze KPIs and market trends to inform decision-making and improve operational efficiency.

* Support pricing, promotional, and community outreach strategies in collaboration with leadership.

Talent Development & Team Building

* Lead recruitment and onboarding of a diverse and community-representative team.

* Provide coaching, performance feedback, and succession planning to build future leaders.

* Ensure consistent application of training and career development initiatives.

Merchandising & Inventory Management

* Ensure proper execution of merchandising plans, seasonal transitions, and promotions.

* Monitor inventory levels, manage ordering processes, and reduce shrink through effective controls.

* Review competitor pricing and communicate findings to…