Job Description

The Store Manager (SM) has total store P & L accountability and is responsible for the day-to-day and long-term operations and financial success of a retail flooring business with an emphasis on delivering consistently positive results. The SM is responsible for leading, planning, and directing a team of store associates and is accountable for all functional areas of the store, including driving sales, overall store financial performance, and execution of company initiatives, staffing, inventory control, and compliance with company standards. The Store Manager is accountable for setting the standards and expectations for all aspects of the store, but will often delegate tasks or operational activities to others and will supervise, inspect, train, and/or coach associates in order to accomplish all store sales and operational goals and customer service standards. Store Managers partner with Regional Managers to drive results and positive outcomes on a daily, monthly and annual basis.

Job Duties and Responsibilities:

• Set expectations and provide leadership, coaching and oversight for a team of assistant managers, sales and sales support associates dedicated to driving revenues and committed to providing outstanding customer service.
• Manage the daily operation of a store including but not limited to; sales, gross margin, customer service, safety, inventory control, expense management, merchandising, promotional events, training, associate relations, scheduling, opening/closing, alarm response, cash management, SAP, and facility maintenance.
• Ensure proper inventory levels, by product, to maximize sales opportunities.
• Achieve sales plans, gross margin, inventory, profitability goals as well as all operational standards.
• Builds strong business partnerships with Pro-Sales and Installations and, where appropriate, ensures that associates are accurately and consistently presenting these businesses to our customers.
• Staff the store to the approved staffing matrix. Recruit, hire and develop an outstanding diverse sales and service focused staff to meet Company operating and sales objectives. Work with associates to create training and development plans, identify career opportunities and maintain a store staff succession plan.
• Establish personal and individual associate sales goals and set performance expectations for each associate. Review results and provide feedback and coaching on a daily basis to ensure success.
• Address all store performance management and associate relations issues in a timely and effective manner.
• Utilize proper business processes, sales techniques, and planning tools; conduct competitive shops of the competition and identify process improvements focused on driving sales with new and existing customers.
• Establish a store culture and climate of inclusiveness and respect where associates adhere to the highest standards of ethical conduct, teamwork and cooperation; foster an environment of open communication.
• Set the standard for customer service provided by associates and focus on driving associates’ sales by ensuring they are embracing all sales processes, including Pro-Sales, Installations and the “ Journey ”.
• Timely and accurate completion of all required reports, paperwork and maintain accurate financial records (e.g. reconcile daily cash report). Ensure/verify completion of daily bank deposits, audits and check sheets.
• Ensure associates are aware of and comply with all laws, policies, safety standards, procedures and OSHA requirements. Immediately address and/or report violations; follow the letter and the intent of all policies.
• Build productive, collaborative working relationships with the store team as well as with other Lumber Liquidators stores, third party vendors (installers) and corporate business partners.
• Ensure all associates have completed required components of Company training programs and are adequately trained in all departmental functions. Act as a coach and mentor for associates.
• Resolve customer service issues and complaints in a timely manner to the satisfaction of the customer and to the benefit of the Company within the four-wall accountability; “Act like an Owner, Think like a Customer”.
• Maintain operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures. Conduct audits as required; take corrective and preventative action as necessary.
• Ensures that accurate and thorough information is entered into the company’s customer tracking databases. Ensures that customer follow-up is completed in a timely manner and that proper and detailed notes are continuously entered for the entire customer’s sales process.

POSITION QUALIFICATIONS

Education:

• High School graduate, GED or equivalent required; Bachelor’s Degree preferred

Related Experience, Qualifications and/or Certifications:

• Five to eight years of related sales/retail/customer service experience; minimum of three years of direct managerial experience (developing, leading teams and/or managing associates)
• Experience recruiting, assessing, selecting and developing associates, preferably in a retail environment
• Must possess a valid driver’s license and acceptable driving record (Required)

Computer Skills / Special Equipment Knowledge:

• Basic Microsoft Office skills (Excel, Word, PowerPoint and Outlook)
• SAP experience a plus
• Outstanding telephone skills
• Experience with payroll scheduling system desired
• Point of Sale (POS) experience preferred
• Ability to drive/operate a forklift required (forklift certification required prior to operating equipment)

WORK SCHEDULE

• In general, a Store Manager’s work week consists of 5 days which will include Monday, Tuesday, and Saturday plus two other days within the same work week. Store Managers routinely work up to fifty (50), and sometimes more, hours per week based on business, staffing and customer needs.
• Store Managers are expected to be regularly involved in store opening and closing as well as working some Sundays, evenings and holidays as required by staffing and business needs. Some travel may be required.
• Periodically, Store Managers may find it necessary to arrange their schedule to fill store staffing gaps due to associate absences, scheduled Paid Time-Off, special/promotional events or other business demands.

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