Shop Manager - Service and Customer Support

Club Monaco is an international mens and womens lifestyle brand with a distinctly urban casual point of view best defined as a play of opposites: mixing vintage with new hard with soft and eclecticism with minimalism. Each season Club Monaco offers customers must have fashion and key pieces that together are the foundation of a modern wardrobe.
The Store Manager contributes to the successful financial growth of the company by ensuring customer service and visual standards exceed expectations operational integrity in how we operate and development and promotability of our talent. The store manager is responsible for the overall results of a single store location.
Deliver continuous performance feedback and necessary training to store management and sales associates to assist them in meeting their current and future position requirements
Foster a positive team environment by empowering members to participate and cooperate on store initiatives
Drive employee engagement through consistent recognition and providing training to improve on performance
Innovative and entrepreneurial mindset to utilize all tools/support available within framework of business and develop creative approaches to drive topline results
Provide department insight related to the customer experience and communicates information to district team and corporate office
Customer Experience
Ensure customer service levels are met and exceeded beyond expectations at every opportunity
Lead productive customer experience manager segments by facilitating an energized pace positive service environment and team development
Ensure that customer and employee experience are prioritized over workload or tasking
Motivate and coach store team to achieve personal and store sales goals
Monitor sales floor and zone coverage to drive sales and maintain customer focus
Build repeat business by ensuring all client program tools and strategies around data capture outreach and follow up are consistently executed
Ensure store teams receive customer service & product knowledge training to strengthen selling skills
Achieve personal SPH goals*
Recruit quality high level management candidates
Contribute to long term growth by minimizing turnover recruiting high level candidates as needed & maintaining and developing a store team of managers and service associates able to meet service and sales goals
Ensure management and service associates clearly understand and meet job expectations
Schedule and facilitate training sessions where needed to develop individual and overall team skills and abilities
Coach and mentor staff to achieve optimal results including succession planning for current and future positions.
Lead new hire on-boarding and training
Visual Presentation/Store Maintenance
Ensure store meets visual merchandising and maintenance standards
Ensure brand Integrity is reflected to the customer through enhancements in presentation product and people
Train and support store team in the planning and supervision of store flips and regular merchandising needs
Ensure store works to merchandising/flip calendars
Provide necessary feedback to the corporate office and field visual teams to drive the business through visual merchandising opportunities
Achieve or exceed financial plans through effective planning and management
Analytical and strategic management of sales and wage budgets to determine and launch actions to meet/ exceed goals
Ensure disciplined control of all store expenses including payroll supplies and other controllable expenses
Inventory Management
To contribute to company growth through inventory management and the achievement of appropriate gross margin & return on investments
Train managers and sales associates in inventory management and supervise physical inventory count
Train coach and audit store team regularly to ensure timelines and expectations are being met around markdown execution promotional set up merchandising direction damage processing consolidations and overall operational standards
Ensure operational integrity & asset protection compliance in day to day operations & practices
Requires 3 years store management experience
Computer proficiency with MS Office; Outlook Excel Word
Excellent interpersonal skills supporting a team environment
Excellent English communication - verbal and written
Excellent time management/project skills
Strong planning and organizational skills with a sense of priority for deadlines and attention to detail
Must be able to work shift standing and walking and able to lift approx. Must be able to pack unpack and move stock when supporting in receiving / stocking store functions.