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 category buyers.

Community Engagement & Brand Representation

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