Retail Supervisor

The Operations Supervisor supports the Store Manager in aspects of the store. They will assist in the achievement of sale goals, Five-Star Customer Service and profitability goals through program execution and foundational excellence. The OperationsSupervisor is a dynamic, attentive and inspiring leader who has mastered operational excellence; a mentor and coach to the Customer Service Representative's team, who sets expectations for Five-Star Customer Service. The Operations Supervisor is responsible foradhering to all standard operating procedures to ensure flawless execution of core processes and programsincludingaccuratereceiving,inventorytrackingandwelcomedeskprocedures.
 
 Essential Job Functions: 

• Leads and models a customer first culture across all roles, executes customer service strategies to deliver a Five-Star Customer Service experience.
• Driveseffortstobuildcustomer relationshipsandmaximize appointments.
• Responsibleforflawless executionofallwelcomedeskactivities.
• Manages by using the LAST model concept to resolve customer service issues independently. 
• Partners with Store Manager, SalesManager or Contact Center, as needed.
• Responds promptly to all customer questions providing product and service information.
• Ensures support and receiving functions are contributing to a Five-Star Customer Service experience for ourcustomers.
• Speakstoeverycustomerbefore theyleavetovalidatetheirexperience,resolving anyissuesinthemoment.
• Motivates the store teams, direct reports and projectmembers.
• Manages to eachindividualfeelhis/herworkisimportant.
• Dedicatedtomeetingtheexpectationsandrequirementsofinternalandexternalcustomers.
• Maintainsstore-standardstosupportaflawlessshoppingexperience.
• Responsibleforflawlessexecution ofallmarketing,promotionsandmarkdowns.
• Maintains a professional appearance that adheres to the company DressCode policyand coaches allteammembers on the policy.
• Leads and develops the Customer Service Representatives (CSRs)toachieveTotalMonthlyIncome (TMI) Goalsconsistentlybyexecuting foundationalexcellenceandperformance-basedleadership.      
• ExecutessalesplansconsistentlyinpartnershipwithStoreManager,drivessalesthroughKPIs,toachieveabalancedRankedScorecard.
• Actsasasalesleader, coachesand is a rolemodelto the Styliststhrough floormanagement.
• Contributes tototalstoreteamsalesgoalsonaweeklybasis.
• Usescriticalthinkingtoidentifyrootcauseofametric,processorbehaviorandfindssolutiontocorrect,workingwithStoreManager,asneeded.
• Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment. Sought out byothersforadvice andsolutions.
• Identifiesandprioritizescriticalbusinessissues andalignstheteam.
• Discerns whatiscritical andputslessimportantissues aside.Eliminatesroadblocks.
• Monitorsinventorymanagement,specialorders,layaway,markoutofstock,repairs,andensuringfirstqualitystandards forallmerchandise.
• Executes,monitorsandassessesthefivestages oftrainingforCSRs.
• Championsandexecutesnewprocesses,behaviorsandprogramsasassigned.
• Executes and holds team members accountable for a beautiful store, which ensures flawless execution of allmerchandising strategies to maximize sales.
• Requires all store team members to consistently maintain pristinehousekeepingstandards onthesellingfloorandbackroom.
• Communicatesacompellingandinspiredvision, senseofpurpose andexpectations.
• Inspires andmotivatesthe teamtogetonboard with Standard Operational Procedures.
• Adapts styletosupport andinfluenceteammembers.
• MonitorstimelycompletionoftasksinTaskManagement system.
• Reviewsinventoryreceived toensurethatonlyfirst-qualitymerchandiseismadeavailable.
• Overseesreceiptandpreparationofproductforsalesfloor.
• Ensurespromptandaccuratespecial orderreceiving,customer notification forpick-up within 7daysandmanages non-pickeduporders over30days.
• Maintainslayawayorganizationandpaymentcompliance.
• Conductsmonthlyspecial orderverification.
• CompletesstoreMOSinadherence topolicy/procedure.
• PartnerswithStoreManagertoprepareforbi-annualphysical inventories.
• Followsalllossprevention,security processesandpolicies atalltimes.
• Responsibletoensurethatstorepayrolldoesnotexceedmonthlybudget, accuratelymonitoring and acknowledgingtimesheetsforallrolesthatclockinandoutforallscheduled shifts,breaksandmeals.
• Managesauthorizedcontests inpartnershipwithleadershipteamtomotivate storeteam.
• Addressesfixturereplacementandstorerepairs.
• Executeseffectiveschedulingpracticestomaximize salesandcustomer service.
• Completesallaction plansonaquarterlybasiswithStoreManager.
• Focuses on development and learning, completes all training as assigned for on-going development.
• Knowledgeableofinternalbusinessend-to-endprocessesandpriorities andexecutesthemtocompeteinthemarketplacetoimproveservice.
• PartnerswiththeStoreManagertoexecutestrategiestobuild,develop andretainahighperformingteam and reducingturnover.
• EnsuresCSRsarefullytrained usingCSR/Receivingtraining module,myAppointmentsandregisterfunctions.
• PartnerswithStoreManagerindevelopingemployees to reach theirfullpotentialthrough coachingandtraining.
• TrainsCSRstoaccuratelyprepare andprocessallincomingandoutgoingshipments inaccordancewithDavid’sBridalprocedures.
• SolicitsfeedbackfromCSRsthatenhancesthebusinessandcreatesacultureofcontinuousimprovement.
• Createsaculture ofinspirationbyrecognizingstrong performanceandcelebratingachievementsofteam members.
• Providesallassociateswithgoodworking conditions.
• Opentocoaching andfeedbacktoimprovebehaviors and/orprocesses.
• Capitalizesonfeedbackfromcoaching/SBIconversations fromtheStoreManager.
• Solvesdifficultproblems witheffectivesolutions.