Retail Floor Manager

SUMMARY

Reporting to the Vice President, the Retail Floor Manager is a member of the Company’s senior management team. The Retail Floor Manager is primarily responsible for leading and enabling a team of associates to deliver the best possible customer experience in the store. This includes coaching and training associates, delegating, following-up on daily tasks, managing performance, and ensuring adequate department coverage. The Retail Floor Manager is responsible for customer-facing activities (e.g., greeting customers, clarifying needs and identifying solutions, closing sales), non-customer-facing activities (e.g., replenishment of service area stock, monitoring existing sales signage) and store safety (e.g., conducting safety walks, reporting hazards, understanding safety and lifting directions). As a part of the leadership team, the Floor Manager works closely with the other team members to ensure Company performance expectations are met or exceeded.

MAIN DUTIES:

• Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity
• Responsible to meet or exceed all goals and key performance indicators (KPIs)
• Maintains oversight of signage (sales/promotion/clearance) and cleanliness of all cases, shelves, fridges, freezers as well removal of damages, outdated signage and processing of returns
• Ensures daily stock replenishment in service area
• Ensures concerns/suggestions regarding stock fulfillment/merchandising/inventory levels from floor staff is brought directly to Warehouse & Logistics Manager
• Oversees gift basket orders that are placed through the service desk or over the phone get directed to the appropriate party to be completed and invoiced
• Creates and maintains SOP’s and training guides
• Maintains a visible presence on the floor and steps in to assist in Customer Service or on cash
• Responsible for knowledge and completion of cash functions in compliance with office operations
• Follows and executes safety and security routines to prevent loss and guarantee employee and customer safety
• Maintains recruitment funnel for floor staff; posts jobs, reviews applications and conducts interviews as prelude to hiring
• Onboards and trains floor staff; relays scheduling input to Operations Manager; coaching and developing on a continual basis by setting expectations, keeping open lines of communication, providing constructive feedback, and ongoing support to improve any performance gaps
• Conducts annual performance reviews of floor staff, customer service staff and cashiers
• Communicates through effective huddles/meetings/coaching sessions; proactively ensuring floor staff has knowledge on all product, campaign, promotion, display guidelines and merchandise information
• Develops and maintains a positive work environment for staff
• Maintains a calm demeanor and manages issues professionally and respectfully in accordance with company standards
• Acts with integrity and trust, modeling behavior that respects employees, peers and customers in accordance with the core values of the Company
• Complies with the standards, policies and procedures outlined in the Gourmet Warehouse Employee Handbook
• Performs any other duties as requested by management
• Able to conduct keyholder responsibility

QUALIFICATIONS, COMPETENCIES & EXPERIENCE:

The position requires an energetic team player who understands how to effectively drive results in a fast-paced environment and adapt quickly to change. The candidate must help identify opportunity to improve sales floor productivity, command strong senior presence, and build a high performing team; innovating to solve business problems creatively, showing a willingness to immediately tackle key challenges, be goal-oriented and comfortable with driving cross-functional collaboration across all departments. They possess demonstrated success in driving results and insisting on quality.

• High School graduate, post-secondary education an asset
• Possess WHIMIS and SIR
• 2-3 years of retail management experience, including direct supervisory experience, or comparable management role experience
• Superb customer service skills with a desire to provide a great shopping experience for customers
• Able to lead, manage, develop and coach a team in an enthusiastic and positive manner
• Must have superior communication and interpersonal skills
• Proven organizational and analytical skills
• Possess the ability to be proactive to drive sales by using creativity and product knowledge to create selling opportunities
• Ability to take own initiative and work under own direction taking accountability and responsibility for actions
• Able to multi-task in a fast-paced environment and maintain a professional demeanor under stressful situations
• Ability to provide feedback in a constructive and professional way and to handle conflict and resolve problems constructively
• Experience in administrating progressive discipline process and performance management
• Knowledge of health and safety legislation, policies and practices
• Basic computer skills, such as browser navigation, software interaction and data entry are needed as well a prior experience with POS systems
• Open availability including evenings, weekends and statutory holidays

WORKING CONDITIONS:

• Salary, Full Time scheduled 40 hours; more hours may be required based on the needs of the store
• Requires morning, afternoon and evening availability any day of the week
• Physical ability to perform tasks that may require prolonged standing, sitting, and other activities necessary to perform job duties
• Minimally must be able to lift 25 pounds without assistance; may lift over 25 pounds with or without assistance
• Ability to climb a ladder and use a stepstool
• May be required to work overtime on a non-compensated basis

Job Types: Full-time, Permanent

Salary: $65,000.00-$80,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Store discount
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Every Weekend
• Holidays

Supplemental pay types:

• Bonus pay

Education:

• Secondary School (preferred)

Experience:

• Retail management: 2 years (required)

Ability to Commute:

• Vancouver, BC V5L 1S3 (required)

Work Location: In person