Retail Manager (Rochester)

  • Job Tracking ID: 512705-717875
  • Job Location: Rochester, NY
  • Job Type: Full-Time/Regular
  • Date Updated: February 07, 2020
  • Starting Date: ASAP
  • Reports to: Director of Retail & Customer Care
  • Salary: DOE
  • Department: Retail Sales & Customer Care



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Job Description:

 

ABOUT GIRL SCOUTS:

Are you mission-driven, looking to work in a dynamic team environment, and influence the lives of girls? If so, take the time to check out Girl Scouts of Western New York.

 

Since 1912, Girl Scouts has empowered girls to develop the skills and the voice to become successful and productive citizens. Girl Scouting builds girls of courage, confidence and character, who make the world a better place.

 

If you’d like to be part of this exciting, empowering, and valuable experience, we encourage you to apply. We look forward to hearing from you!

 

 

POSITION SUMMARY

The Retail Manager is responsible for overseeing the coordinated operation of all retail functions and retail locations for the Council (including but not limited to ecommerce site, mobile shop events, supporting resident camp trading post functions, etc.) across the nine counties we serve. This position works collaboratively with the Director of Retail and Customer Care to establish sales goals, develop marketing plans, and ensure strategic goals are met.

This results-driven leader monitors and maximizes operational performance, develops financial (sales, inventory, etc.) projections, analyzes operational reports, developments and implements business strategies, aims to maximize sales opportunities wherever possible and motivates team members to set and achieve collective retail sales goals.

 

ESSENTIAL FUNCTIONS:

 

Retail Operations:

  • Oversee all retail operations processes and procedures; ensure appropriate standards, including those relating to customer experience, are outlined and manage the execution thereof;
  • Define and communicate customer standards; set goals and benchmark results;
  • Partner with Marketing Department and Director of Retail and Customer Care to create annual marketing plan, effectively utilize social media and mass marketing communications, and help develop and implement successful advertising and promotional campaigns;
  • Develop and deploy inventory control system, conduct periodic and annual inventories, and maintain accurate inventory controls to meet fluctuating needs of Council and customers;
  • Establish high-level of proficiency and comfort utilizing Retail IT systems, including implementation and troubleshooting of the RMS Point of Sale, RMS Manager, OpSuite and NetSuite, etc.;
  • Collaborate with Council leadership and retail team management to define, develop, communicate, set and track retail sales goals.

 

Customer Service:

  • Provide quality customer service to internal and external customers, resolve concerns in a timely manner;
  • Oversee customer escalation process and quality control by managing complex and escalated customer service questions.

 

Management:

  • Plan, prioritize, and delegate work tasks effectively to manage workflow across retail team;
  • Train, coach, schedule and supervise retail staff;
  • Manage team customer service functionality in Salesforce system, appropriately assigning, tracking and documenting incoming communications in accordance with GSWNY and GSYSA policies and procedures;
  • Monitor accuracy of all reporting and database information;
  • Support the Council’s strategic goals and mission as an active and engaged member of the GSWNY team.

 

Other duties may be assigned as needed. GSWNY maintains the right to add, change or alter the functions of this at any time.

 

 

 

 

Experience and Skills:

 

EXPERIENCE & QUALIFICATIONS:

  • Girl Scouts is proud to serve a diverse community of girls and volunteers. Bilingual language skills or proficiency in one or more non-English language is always appreciated, though not required;
  • Bachelor’s degree, and/or relevant work experience in merchandising, retail sales management, marketing or related discipline preferred, but not required;
  • Minimum three years of experience in wholesale operations/administration, merchandising, retail sales or other applicable work experience, displaying proven track record of assuming increasing levels of responsibility over course of employment;
  • One or more year of direct supervisory experience supervising two or more direct reports;
  • Experience and familiarity with key performance indicators in retail field: purchasing, sales, forecasting, sales management and visual merchandising;
  • Working knowledge of Microsoft Word, Excel, Outlook and Retail Managements (RMS and POS Systems);
  • Proficiency in Salesforce, RMS, NetSuite, and/or OpSuite preferred;
  • Excellent verbal and written communication skills with at least three or more years of experience in customer service;
  • Strong planning and organizational skills with excellent attention to detail;
  • Possess great leadership skills and business acumen, as well as display and model a high degree of business ethics;
  • Ability to learn, understand and apply the case management system;
  • Strong analytical skills and problem-solving abilities;
  • Capacity to handle sensitive information and maintain confidentiality.

 

ADDITIONAL REQUIREMENTS:

  • Capacity to manage stress effectively and work well under pressure;
  • Strong time management skills with ability to work independently and effectively prioritize duties and tasks in order to successfully meet and manage multiple deadlines;
  • Ability to project a high degree of professionalism at all times;
  • Capacity to network effectively and positively represent GSWNY in the public arena when necessary;
  • Ability to articulate organizational mission and its importance;
  • Ability to effectively manage and foster relationships with council staff, volunteers, customers and others within community;
  • Capable of meeting the travel requirements of the position to conduct Council business;
  • If travel is required, must possess a valid driver’s license, meet minimum state auto insurance requirements as well as Council insurance carrier’s requirements for coverage.
  • Commitment to diversity and ability to interact with diverse populations;
  • Capacity to work well with others in a congenial and effective manner;
  • Must successfully pass the required background checks at hire and thereafter;
  •  If travel is required, must possess a valid driver’s license, meet minimum state auto insurance requirements as well as Council insurance carrier’s requirements for coverage.

 

HOURS & TRAVEL:

  • Occasional nights and weekends: during program year retail operations are open until 6:00p.m. on Wednesdays and Saturdays from 9:00 a.m. - 12:00 p.m.;
  • Travel approximately 30-40% of time;
  • Must possess reliable form of transportation for travel to-and-from GSWNY office sites/service centers, as well as throughout Council’s regional service area as necessary.

 

GIRL SCOUT MEMBERSHIP:

All Employees of Girl Scouts must maintain an active, annual membership in Girl Scouts of Western New York.  This membership must be renewed annually, and all newly hired employees are expected to enroll with GSWNY within the first 30 days of their employment.


Job Benefits:

 

Girl Scouts of Western New York offers competitive group health benefits, 401(k) and various ancillary plan offerings, as well as generous paid-time off and paid family leave to all full-time employees, and anyone working 30 or more hours per week. 

GSWNY is also very grateful to have many partnerships offering special deals and incentives at local businesses to GSWNY employees throughout Western New York.

 

 

WHY NOT VOLUNTEER?!:

If this role is not quite what you are looking for, but you are still interested in being part of the Girl Scouts of Western New York community, why not become a volunteer?  We are always looking for adult volunteers to help us bring our program to girls in our communities, where we strive to build girls of courage, confidence, and character who make the world a better place!  For more information on becoming a GSWNY volunteer, please visit our website at: https://www.gswny.org or email Customer Care at customercare@gswny.org  We look forward to hearing from you!

EQUAL OPPORTUNITY EMPLOYMENT:
Girl Scouts of Western New York celebrates diversity in all forms and is committed to creating an inclusive, collaborative and supportive environment for all.  All employment decisions are based qualifications, merit, performance and the needs of the organization.  As an equal opportunity employer, GSWNY does not discriminate on the basis of any qualified applicant’s race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status or any other groups or persons protected by federal, state or local law.


WHY NOT VOLUNTEER?!:
If this role is not quite what you are looking for, but you are still interested in being part of the Girl Scouts of Western New York community, why not become a volunteer?  We are always looking for adult volunteers to help us bring our program to girls in our communities, where we strive to build girls of courage, confidence, and character who make the world a better place!  For more information on becoming a GSWNY volunteer , please visit our website at: https://www.gswny.org or email Customer Care at customercare@gswny.org   We look forward to hearing from you!