Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Retail Store Manager

Santa Barbara Zoo

Retail Store Manager

Santa Barbara, CA
Full Time
Paid
  • Responsibilities

    Are you “wild” enough to work at the Zoo?

    As the Retail Store Manager, you take “pride” in providing an excellent customer experience for our guests. You love to “flock” merchandise attractively in order to increase sales. You “feed” your team members motivation and support, and you are naturally passionate about conserving the earth and its resources.

    Schedule: Wednesday-Sunday 9 AM- 5:30 PM, occasional evenings for events or based on business needs

    One weekend day by September 2020.

    Wages: $21.63/hour and up, DOE (equivalent to 45K/year)

    SUMMARY:

    Under general direction of the Director of Retail Operations (DRO), the Retail Store Manager is responsible for the overall sales, guest experience, and visual merchandising for all Retail locations throughout the Zoo. The Retail Store Manager supervises and motivates the Retail Operations leads and front-line staff, providing inspiration to drive sales and to exceed guest experience expectations through coaching, providing effective feedback, reward, and recognizing accomplishments. The Retail Store Manager must promote a fun and positive work environment that fosters open communication, encourages teamwork and inspires excellent guest experience.

    ESSENTIAL JOB DUTIES

    Daily Operations

    Acts as Manager-On-Duty, taking responsibility for all Retail store operations working collaboratively with the Retail department’s managers, leads, and front-line staff, delegating work whenever possible, and filling in for staff as needed

    Ensures all inventory is properly received and tagged for sell

    Manages and monitors all zoo Retail outlets and staff

    Models and ensures a high quality guest experience across all Zoo operations

    Exhibits a positive, “can-do”, “guest-first” approach with all guests, as well as co-workers.

    Manages store operations and visual merchandising standards to ensure a ‘grand opening’ look and feel to our guests daily, throughout the day

    Inspires guests as well as staff about our unique product offerings through product knowledge, stories, and demos

    Is knowledgeable and proficient in Zoo’s point-of-sale (POS) system in order to accurately and efficiently process guests’ transactions in compliance with Zoo policies; Ensures accurate processing of sales, rentals, returns, gift certificates, special orders, memberships, etc.

    Utilizes Zoo’s business reporting tools and analyzes data to drive stores’ sales to meet or exceed budget goals. Communicates this information in a timely manner with Director of Retail

    Manages the rental of strollers, wagons, wheelchairs, etc., assuring cleanliness, maintenance and safety

    Recommends purchases of equipment and routinely ensures its’ proper maintenance

    Administers and enforces safety training and protocols as set forth by the Director of Safety and Security

    Oversees policy compliance of Retail staff in: quality of guest service, cash handling, standard operating procedures, Safety compliance

    Manages disciplinary issues in collaboration with the DRO and/or the Director of Human Resources, recommending the termination of employees when necessary

    Coordinates with Marketing, Advancement and Guest Services, to assist with Special Events and Private Events

    Other duties as assigned by Director

    Guest Relations

    Greets every guest with a smile within 10 feet, verbally within 5 feet.

    Thanks guests for supporting/visiting the Zoo.

    Trains front-line staff in customer service and conflict resolution.

    Handles visitor complaints, problems, inquiries and accident reports according to Zoo guest relations procedures. Resolves guest experience related issues using good business judgment and elevating, as needed, to the DRO

    Makes guest recovery efforts with assistance of management team when necessary.

    Collaborates with other departments in creating and maintaining the “Guest Experience.”

    Staff Management and Development

    Ensures all employees are familiar with and understand our Mission, Core Values and Hedgehog.

    Practices and exemplifies core values, policies and procedures and ensures compliance of all employees with established Zoo standards.

    Working with DRO and Retail Operations Manager, actively interviews, recruits, hires, trains, and schedules for all open positions in Retail

    Ensures staff availability agreements, along with a hiring/training plan, are in place to support the Retail guest experience and sales goals, while managing labor budget goals.

    Provides staff training on specific roles and positions.

    Communicates to the team daily sales goals and coaches in-the-moment performance opportunities to achieve these goals.

    Demonstrates, models and coaches staff in consistent selling behaviors that inspire our guests towards a greater connection with our products and our mission.

    Coaches to reinforce positive behavior and challenge negative behavior and motivates the team to work together to achieve goals.

    Shares critical information, best practices, and procedures on a consistent basis with leads and front-line staff in-the-moment and through meetings.

    Ensures compliance of employees with established security, sales, and record keeping procedures and practices.

    Ensures staff development for future supervisory needs, including administration of the 90-day and annual performance appraisal process.

    Develops and implements, individual development plan for leads (and some individual contributors) within the Retail Operations team.

    Performs evaluations for leads (and some individual contributors) within the Retail Operations team

    Provides staff coaching, support, and feedback on a regular basis.

    Responds to staff questions and concerns in a timely fashion.

    Visual Merchandising

    Working with the DRO, creates and maintains a consistent and visually appealing store presentations, including signage, lighting, and sampling, where appropriate. The “central displays” of each store must represent a great first impression that entices our guests to come into our stores.

    Ensures our stores are “closing to open” each evening and that, throughout the day, a clear and defined floor zoning and management occurs to maintain visual/merchandising standards, all the while providing a great guest experience.

    Organization

    Collaborates with all department managers as a member of the Zoo’s management team.

    Fosters positive relationships with other supervisors/leads in and across Zoo departments.

    Participates on teams, circles and committees to explore solutions to various challenges and opportunities.

    Adheres to and enforces Zoo’s policies and procedures, as outlined in the Employee Policy Manual.

    Applies and exemplifies “green” (sustainable) practices whenever possible.

    Attends all bi-monthly all-employee meetings.

    Participates in coordinating Front Line Operations Committee (FLOC) meetings.

    With the Retail Operations Manager, assists in scheduling bi-weekly meetings with the retail leads.

    SECONDARY DUTIES:

    Answers phone calls, voice mails, and e-mails promptly.

    Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditions.

    Associates with guests to assist and share information.

    Maintains a clean neat appearance and adheres to the Zoo’s uniform dress code.

    Takes responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings.

    Reflects the qualities outlined in the Guest Relations Statement, Core Values, and the Employee Pledge.

    Performs other duties as assigned

    POSITION CRITERIA:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Education and Experience:

    BSc/BA in business administration, or relevant field, preferred

    Directly related Educational and Retail experience may be substituted for degree

    Minimum 5 years customer service experience in the retail industry.

    Minimum 2-3 of those years in a management or supervisory postion.

    At least 21 years of age

    License, Certification, or Preferred Qualifications:

    Valid California Driver’s License with good driving record

    Ability to get CPR and First Aid certified

    Ability to get Forklift certified

    Ability to get SafeServ certified

    Must pass a DOJ Live Scan background check

    Ability to converse in Spanish language a plus.

    Knowledge, Skills, Abilities:

    Ability to take responsibility of every aspect of the Retail store operations

    Effective supervisory and communication skills and ability to build and interact with a team

    Ability to maintain a supportive and open work environment

    Ability to remain calm and composed in times of emergency and stress, and to make sound decisions quickly

    Visual merchandising talent for current trends, color and inspiration

    Solid time management, organizational skills, and focus on ability to prioritize and multi-task with great attention to details

    Excellent oral and written communication skills

    Ability to plan, assign and supervise the work of staff

    Strong analytical capabilities

    Ability to exercise discretion and independent judgment

    Accurate cash handling such as making change and counting banks

    Working knowledge of MS Office and ability to learn POS and inventory software

    Required to work a flexible schedule to meet the needs of the business, which will require some evening, weekend and holiday shifts

    Ability to work successfully in a shared office environment with constant interruptions

    Physical Demands & Work Environment:

    Physical demands are in excess of those for sedentary work

    Must be able to participate in operational practices: includes ability to lift 50 lbs., climb stairs or ladders, manipulate tools, and stand/walk for at least three continuous hours

    Ability to negotiate the zoo work environment including behind-the-scenes, lawns, gravel, and hilltop

    Involves working out-of-doors in all weather conditions

    Tools Used:

    Cash register/computer Point-of-Sale and inventory system.

    Standard office equipment: telephone, copier, printer, fax machine.

    Computer and software: MS Office, working knowledge of PhotoShop. Cloud-based applications such as Asana

    Fork lift

    Electric cart

    Animaland stuffing machine

    Fudge making equipment and kitchen tools

    Two-way radio

    Price gun

    Tagging gun

    Scissors and box cutter

    This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

    The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.


    “I have read and understood the terms of this job description. I understand that measurements and evaluations of my performance in the described position shall be based in part on this job description.”