Retail Management - Operations

Operations Manager

As an Operations Manager you will maintain the primary responsibility for the overall business operations of your store. You must not only understand and execute the policies and procedures for your store retail, rental and custom business operations, but also train, coach, and support store staff on all aspects of store operations. You will interact with customers in all aspects of the retail, rental and custom business, and you will provide exemplary service.

Essential Functions

Sales and Service :

• Greet and interact with customers in a friendly and professional manner, including professional telephone courtesy.
• Follow through on all promises made, problems discovered, rental and custom not committed orders / pickups or special-order requests for customers on a timely basis.
• Ensure the store staff are delivering outstanding customer service by coaching, teaching and leading by example. Support the store in achieving established goals for retail, rental and custom sales volume, and quality of sales.
• Observe and facilitate the tuxedo rental process with the store staff, in order to ensure outstanding customer service. Provide tuxedo rental training and coaching when appropriate.
• Drive rental revenues by training store staff to drive APU, wedding group size, wedding build and prom units, while ensuring proficiency in rental product knowledge and proper fitting / measuring procedures, and customer service.
• Become involved in all customer tuxedo rental complaints and returns that occur while you are in the store, as well as all other customer concerns when you are the senior manager on duty. Ensure all customer complaints are resolved immediately and to the best possible satisfaction of our customers, while working within the parameters of Company policy and the needs of your business.
• Work with your store manager and multi-unit manager(s) to analyze and drive tuxedo sales volume.
• Provide professional and timely telephone contact with customers to set in-store appointments, follow up on incomplete rental orders, resolve any rental order discrepancies or inaccuracies, and to gauge customer satisfaction and quality assurance.
• Lead special occasion / rental marketing efforts for the store.
• Minimally, learn how to perform basic alterations (plain bottoms and cuffs) and press all customer garments.
• Coordinate, help staff, and attend occasion based trade shows (i.e. bridal shows, quince shows, and the like), with help of Regional Managers, Zone Vice Presidents, Special Occasion Team, and bridal show coordinators, ensuring proper selling behaviors and best practices are deployed at trade shows. Report back on all competition at trade shows and work to develop new leads to build on future opportunities with vendors and show producers.
• Coordinate and lead on site school fittings for prom.

Operations :

Team Based Work Environment :

Assist store management team with maintaining proper staffing at all times, especially during peak hours or business periods, by regularly communicating the anticipated tuxedo rental volume and tuxedo deliveries along with staffing needs.

Qualifications

Physical and Mental Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.