New York, NY
The Store Manager is responsible for all administrative, operational, and merchandising functions of the store with the primary objective of meeting shop sales and profit plans. The Store Manager must provide high profile leadership, ensuring that customer service is prioritized over all other tasks and is responsible for the supervision, training and development of the employees and volunteers.
- Responsible for the creation of strategic work plans to ensure that sales and operational goals of the store are met. Adjust plans accordingly and celebrate success with the team.
- Work in cooperation with other departments, including but not limited to, Human Resources, Processing and Distribution Center, Donations, Marketing, and Merchandising to ensure store and company needs/standards are met.
- Set goals for the store team, manage execution, track progress, and measure results regularly using standard metrics including but not limited to; Sales Volume, Average Dollar Sale, Average Unit Sale, Traffic Counts and Conversion Rates.
- Responsible for ensuring compliance with all Housing Works policies and procedures and that all daily, weekly and monthly operational tasks are completed accurately and timely (inventory, paperwork, reports).
- Ensure that store uses the daily focus with staff/volunteer deployment, sales goals, special promotions, and daily to-dos.
- Responsible for recruiting, interviewing, hiring, on-boarding, and training of employees and volunteers, ensuring full understanding of organizational standards and objectives. This includes but is not limited to register operations, visual merchandising techniques, and store maintenance standards.
- Encourage teamwork and foster creativity. Recognize talent and help to develop individuals for advancement within the organization.
- Conduct progressive coaching/counseling as necessary to ensure associates are meeting position requirements and established standards.
- Constantly review store environment to improve operations and merchandising.
- Demonstrate proper care, handling and maintenance of donations, store merchandise and all interior fixturing.
- Ensure store is merchandised in accordance with Housing Works standards. This would include but is not limited to creating exciting displays, displays that promote upcoming events, and execute floor plans that feature and highlight premium quality product.
- Maximize the quality and quantity of stock on the sales floor. Ensure appropriate stock rotation.
- Formulate a pricing strategy in alignment with the Thrift’s pricing policy by reviewing sales by category, sales by subcategory, and sales trends. Conduct promotions and timely markdowns to include themed events and seasonally appropriate sales/promotions.
- Maintain professional and technical knowledge by attending training meetings/sessions and through independent study.
**Customer Service and Sales
- To understand and fully implement Housing Works’ customer service program which includes:
**The 10/4 Greeting
- The 4 Steps to Great Customer Service
- The 5 Steps to Handling Customer Complaints
- Showcase exemplary customer/donor service, including but not limited to greeting, saying thank you, and explaining policies clearly and politely to the satisfaction of the customer.
- Prioritize assisting customers over all other store tasks.
- Be able to service multiple customers at one time with courtesy and sincerity.
- Employ suggestive selling techniques to better meet the customer’s needs.
- Know the daily sales goals and upcoming events or promotions.
- Effectively plan for events by identifying event quality merchandise and/or appropriately themed merchandise.
- Actively promote upcoming events, sales, promotions and Housing Works mission at all stations and at all times.
- Assist with marketing store in neighborhood, especially during upcoming events.
- Cultivate relationships with repeat customers in order to serve them better.
- Preserve positive work-atmosphere by communicating with coworkers, volunteers, supervisors and customers/donors cordially and effectively.
**Point of Sale/Cash Wrap
- Complete cash/charge transactions quickly and accurately, bag purchases efficiently and communicate upcoming events and promotions to the customer.
- Conduct furniture sales as outlined in policies and procedures manual.
- Maintain register cleanliness, cash wrap area must be clean and uncluttered, bags and supplies must be stocked and organized for efficiency.
- Greet and thank donors with walk-in donations and provide excellent customer service as per the Housing Works’ customer service program.
- Offer Donor Inventory Form and provide assistance as necessary to the donor.
- Process merchandise according to established standards.
- Efficiently distribute goods to proper locations, taking into account all safety/processing guidelines.
**General Duties/Asset Protection
- Maintain cleanliness and organization of the sales floor, stock rooms, cash wrap, and fitting rooms.
- Demonstrate a high degree of integrity, enforce/uphold all Housing Works policies and procedures.
- Utilizing the 10/4 greeting, acknowledge all customers, monitor fitting rooms and be aware of potential theft situations.
- Ensure register, cash handling and banking practices are in compliance with Housing Works policies and procedures.
- Ensure that inventory and pricing guidelines are complied with and maintained.
- Report unsafe working conditions immediately and demonstrate safe work habits.
**Housing Works Ambassador
- Participate in at least one direct action per quarter aimed at ending the twin crises of homelessness and HIV/AIDS.
- Know the Housing Works’ Mission Statement and goals and be able to inform and discuss with customers.
**Create a Volunteer Culture
- Embrace the Volunteer Toolkit and implement guidelines into the daily work plan.
- Create and maintain a welcoming environment for volunteers.
- Work with all staff to train and develop volunteers.
- Actively recruit for volunteers from customers, donors, and neighborhood institutions.
- Develop reciprocal relationships with neighborhood establishments.
- Reach out to neighborhood to drive donations.
- Utilize and/or request the development of store marketing tools, i.e. brochures, flyers, coupons, and branded signage.
Minimum of 3 years prior retail management experience
Commitment to excellent customer service
Working knowledge of the second hand market to include the breadth of products offered in the Housing Works Thrift Shops
Excellent communication skills (both verbal and written), interpersonal and team-oriented skills
Self-starting, self motivating mindset
Excellent organizational skills, attention to detail
Strong interest in the HW mission to end the dual crises of homelessness and HIV/AIDS
Basic mathematical skills to include adding, subtracting, multiplying, dividing, and calculating percentages
High level of knowledge of Microsoft Word, Excel, and web based email applications required
College degree preferred
Flexibility in schedule; weekends and holidays are required; required to work over 40 hours a week as necessary
Ability to stand, walk, kneel, and bend for long periods of time and lift up to 40 pounds
Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.