Vancouver Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on working towards bringing families closer together and to creating memories worth repeating. Our Core Values – greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving – give us purpose and guidance.
SUMMARY:
Reporting to the Merchandising Head, the Manager, Retail Sales is responsible for the overall operations of the retail stores and outlets at the Aquarium. They are responsible for the merchandising, flow and sale of store merchandise, and managing 15-30 sales associates to create a productive and engaging work environment. The store manager understands that there is one priority that supersedes all others: customer service, and as a result the majority of time is spent on the sales floor coaching in the moment and leading by example. The goal of this position is to ensure maximum productivity, sales generation and profitability. This role is also responsible for assisting with the management of the Photo Experience program and team.
This is a working leadership role. The Manager, Retail Sales is expected to be actively engaged on the sales floor daily, supporting frontline operations, driving sales, and leading through visible, hands-on involvement.
KEY ACCOUNTABILITIES:
Creates an engaging, efficient and productive work environment for the retail outlets by:
- Achieving store sales results through training, providing feedback and coaching to sales associates and modeling excellent sales generation and customer service techniques;
- Managing coverage of all areas of the sales floor to maintain selling coverage during peak traffic periods;
- Fostering open communication and ensuring staff have the information and resources necessary to perform assigned tasks; Product knowledge, supplier information
- Creating a store environment where top performance is recognized and celebrated;
- Ensuring the delivery of superior customer service; address and resolve escalated customer issues and complaints by modeling proper behaviour and ensuring staff is trained to handle returns and most customer service issues;
- Setting and monitoring daily, weekly and monthly sales plan to achieve targets;
- Identifying ways to drive sales generation and ensuring action is taken to achieve goals.
- Ensuring store presentation standards are achieved and maintained. Ensuring the proper execution and placement of sale merchandise;
- Sharing sale information and formulating strategies for slow sellers i.e., markdowns or promotions. Ensuring store associates maintain a clean and organized store and ensure that all health and safety requirements are met;
- Leading store effort to reduce shortage, and enforcing and increasing awareness of store Loss Prevention Policies and Procedures;
- Providing Loss Prevention training to all store team members. Monitoring all security procedures by reviewing routines for the protection of the premises and merchandise;
- Monitoring, evaluating, and overseeing all cash handling procedures, and POS procedures. Performing opening and closing procedures including counting and verifying cash deposits as well as training the head cashier in these functions.
Provides management, coaching and mentoring to Direct Reports and contributes to and fosters the development of the team by:
- Creating an environment conducive to individual development, productivity, and achievement while ensuring open lines of communication;
- Ensuring that employees are well organized, sufficiently trained/cross-trained to perform their responsibilities, developed to their potential and deployed in a manner that permits a cost-effective operation;
- Planning and facilitating individual touch bases (ITBs), group touch bases (GTBs), and skill-building sessions where appropriate;
- Providing direction, guidance and support to team members and motivating staff to achieve a high level of performance and productivity;
- Establishing performance objectives/goals, reviewing progress throughout the year, and completing formal performance reviews for direct reports as required;
- Recognizing and rewarding success, and managing poor performance;
- Developing and obtaining agreement on development plans for all direct reports, recommending training courses and seminars where appropriate;
- Recruiting, hiring and promoting team members in accordance with standard Aquarium policies.
- Monitoring and controlling expenditures, wage budget, to ensure that standards are met while continuing to maintain monthly budget. Tracking budget and maintaining financial records throughout the year;
Consistently improves the Vancouver Aquarium and its processes by:
- Promptly aiding in Emergency protocol;
- Maintaining organizational safety standards;
- Continually improving our impact on the environment and greening of operations through support of EMS protocols;
- Actively demonstrating the Aquarium’s values and code of conduct;
- Performing additional duties as required.
QUALIFICATIONS:
Education and Experience
- 5 years management experience in a retail operation;
- Post Secondary education in marketing an asset;
- Extensive leadership and hiring experience is essential.
Skills
- Excellent communication skills to monitor, coach, and develop direct reports;
- Strong mathematical skills;
- Through personal knowledge and training skills, can ensure that team members deliver consistent and exceptional services to clientele;
- Ability to operate a sales register and effectively operate a computer;
- Ability to supervise and lead junior team members with team sizes up to 30 people;
- Ensures effective operations during periods of high volume sales and pressure;
- Works with self-direction and minimal supervision to achieve agreed to objectives;
- Ability to react and respond quickly to changes in work objectives and to bring creative solutions to unique situations.
Working Conditions
- Requires standing for long periods of time
- Requires lifting and bending
- Requires use of step ladder when creating displays
- Shared office environment
- Managing high volumes of guests during peak periods
- May occasionally require interaction with upset customers
SALARY RANGE: $62,400 - $81,900
