General Manager

About this role

Overview About PHOENIX PHOENIX Retail, LLC is a retail platform operating the Express and Bonobos brands worldwide. About ExpressExpress is a multichannel apparel brand dedicated to a design philosophy rooted in modern, confident and effortless style whether dressing for work, everyday or special occasions. Since its launch in 1980, the brand has embraced a design philosophy rooted in modern, confident and effortless style. Express ensures you look and feel your best, wherever life takes you. The Company operates over 400 retail and outlet stores in the United States and Puerto Rico, the express.com online store and the Express mobile app. About BonobosOur Bonobos menswear brand is known for being a style instigator and offering perfect-fit risks through our innovative retail model and personalized experience. Launched online in 2007 with its signature line of chinos, Bonobos now offers a variety of styles available to order online and to try on at any one of our 50 Guideshop locations and at www.bonobos.com. Our Guideshops are in-real-life stores that deliver one-on-one service and expert fit advice. Don't think traditional retail, Bonobos is something you haven't seen before.

Store NameEaston Town Center Responsibilities POSITION OVERVIEW

As a General Manager, you are responsible for leading your team to create a best in class customer experience by driving conversion, building customer loyalty, and maximizing profitability in a high volume and complex store. You ensure all key metrics and goals for your store are met by hiring, training, developing and coaching your team.

KEY RESPONSIBILITIES

Talent

Leads the Sales Leadership Team to deliver consistent customer experience and operational excellence, aligning actions and execution of standards

Builds and maintains a strong team through succession planning, recruiting, retaining, and developing high performing talent

Ensures all associates complete immersion programs and other eLearnings

Trains associates on store operations, product, visual standards, backroom organization, ship from store/buy online pick up in store processes, policies, and procedures using company provided tools

Provides in the moment coaching to store associates to ensure efficient and effective customer service, floor operations,  stockroom management and execution of standards.

De-escalates associate situations and partners with the District Manager to appropriately address sensitive issues

Follows and enforces all legal and company policies ensuring the safety of all associates and customers.

Manages performance by conducting performance reviews and holding associates accountable to policies using company provided tools in partnership with the District Manager.

Builds their calendar intentionally to address all key priorities

Creates and leads a high-morale store environment by championing a unified “one-team” mentality

Ensures associate recognition programs are in use and available and fosters collaborative teamwork

Develops productive peer relationships; seeks support and provides assistance to the team

Experience

Role models and ensures all associates provide a best-in-class customer experience driving sales and loyalty by delivering on all aspects of the customer experience model

Models, observes, role plays, and coaches effective customer experience behaviors with all associates

Leverages in-store observations, customer feedback and data driven analysis to prioritize actions to elevate customer experience

Provides associates with communication and resources to ensure they stay current on product and promotions

Ensures appropriate associate coverage to create a great customer experience

Proactively identifies root causes and resolves escalated customer issues to ensure positive outcomes

Operations

Executes company strategies, programs, and processes in store to achieve performance goals including merchandising, operations, loyalty programs, and other company initiatives

Routinely reviews store performance metrics and observations to identify strengths and opportunities.  Creates focused plans with clear expectations to drive improvement

Analyzes business reports and manages the payroll budget in order to build an effective schedule that places the right associates in the right position at the right time

Maximizes sales and manages all controllable expenses

Performs other essential duties as assigned by leader

REQUIRED EXPERIENCE & QUALIFICATIONS

Education: High school or equivalent

5+ years previous retail store manager experience

Proven ability to increase sales and store profitability

Retail experience in a high volume store

Proven ability to network, recruit, interview, train, develop and promote associates

Meets defined availability criteria, including nights, weekends and non-business hours

Proficient in use of technology (iPad, registers, Google)

Ability to travel periodically, as needed for meetings

Meets physical requirements

CRITICAL SKILLS & ATTRIBUTES

Experience in a speciality retail store environment

Strong supervisory skills

Ability to pivot quickly and adapt to frequent changes

Demonstrated business acumen verbally and in writing

Customer service skills and ability to interact with customers

Strong selling skills

Strong verbal and written communication skills

Demonstrated collaborative skills and ability to work well within a team

Ability to multitask and handle multiple customers and/or processes at once

Ability to model behaviors, conduct role plays, and provide real-time feedback to associates

Skilled in de-escalating customer and associate issues to ensure positive outcomes

Effectively able to train and share information with others

Ability to learn or adapt to technology provided by company

Closing If you would like to know more about the California Consumer Privacy Act click here.

Applicants must be currently authorized to work full-time in the United States. PHOENIX does not sponsor applicants for work visas (e.g., H-1B or TN status) for this position.

An equal opportunity employer, PHOENIX does not discriminate in recruiting, hiring or any other terms and conditions of employment hiring on the basis of any federal, state, or locally protected characteristic. PHOENIX only hires individuals authorized for employment in the United States. PHOENIX is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation to search and apply for a job position due to a disability, please call 1-800-964-9793 and say 'Associate Relations' or send an e-mail to [email removed] and let us know the nature of your request and your contact information.

Notification to Agencies: Please note that PHOENIX does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, PHOENIX will not consider or approve payment to any third-parties for hires made.