Assistant Store Manager San Jose/Newark

JOB SCOPE:
Responsible for overall management and performance of operational and selling support functions throughout the store (Backroom,
Store Office, Human Resources, Cashiering), managing store associates, and performing store-wide management responsibilities and
other projects assigned. Expected to spend well over 50% of time on management duties on a daily and weekly basis.
SUPERVISION:
Backroom Lead; Human Resources & Office Lead; Cashier Lead; Associates in Operational and Selling Support functions All store
associates
JOB SUMMARY:
The Operations Assistant Store Manager is responsible for driving business results through effective leadership, teambuilding,
direction, and coaching of the Operational departments and Store team in the key areas of revenue growth, expense management,
process execution, and customer service. This includes, but is not limited to selecting, scheduling, supervising, directing, coaching,
counseling, disciplining, training, and performance management of associates; sales volume, key driver, and profitability analyses,
and performance; identification and solution of business problems; creation and implementation of competitive strategies; managing
productivity standards; and overall store management responsibilities.
JOB DUTIES/RESPONSIBILITIES:
• Delivers acceptable results as measured by the Location Balanced Scorecard with an intense focus on customer service and
revenue growth
• Executes and supports the client s plan utilizing outlier reporting, scorecards and standardized reporting to measure execution and
honor commitments
• Ensures consistency and effectiveness of operational process execution throughout the store: Merchandise, receipt, flow to floor
and stockroom processes; Total controllable cost vs. plan/trend; Warehouse and stockroom management (Return to Vendor,
Old and Discontinued Merchandise); Multi-Channel processes and associate participation (Fusion, Store to Web, Merchandise
Pick Up, Ready in Five); Point of Sale, credit applications and Shop Your Way Rewards opportunities; Brand standards and
facilities maintenance; Safety, inventory and shrink controls (merchandise protection and safety standards/processes); Staffing/
Employment Compliance/Retention; Scheduling to meet labor scheduled/worked requirements with intense focus on nights and
weekends; Training Completion; Associate observation and coaching; and Associate communication and recognition
• Provides first person coaching on the development of action plans based on daily department walks, weekly business analysis,
Customer Satisfaction Survey learning's, customer verbatims, and observations of associate and customer interactions
• Provides a sense of urgency to maintain standards while obtaining associate buy-in
• Follows business planning and analysis processes to develop and prioritize action plans with timely follow-up
• Executes the client s (brand/business) plan consistently across departments and provides ongoing fact-based feedback, including
competitive intelligence to the Store Manager and appropriate business
• Ensures the department is Location certified and every associate is Role certified to perform job
• Provides the Store Manager with fact-based, real time feedback on the product life cycle including assortment, pricing, inventory
flow, marketing support, and transition and exit strategies in order to highlight opportunities for clients
• Monitors and proactively addresses outliers (i.e., customer satisfaction, sales, all miscellaneous income accounts (Protection
Agreement, Credit, Delivery, Installation, Licensed Businesses)), controllable costs, profit, margin, operational processes, and
compliance as measured by appropriate outlier, scorecard/dashboard reporting
• Drives and monitors store level margin drivers (i.e., solution selling, accessory attachment rate, inactive inventory, price change
execution and point of sale reductions)
• Achieves all revenue and miscellaneous income plans (i.e., merchandise replacement plans, protection agreements, new account
generation, gift cards, Shop Your Way email acquisition)
• Achieves controllable cost plans relative to the department and identifies and communicates continuous improvement
opportunities to associates and teams
• Leads and embeds all Retail Services plans and projects using common tools, processes, and language
• Executes customer focused strategies, policies and programs as measured by Customer Satisfaction Survey data and verbatim
comments
• Embeds the Company Return Policy and Pledge of Fairness
• Builds a strong bench of talent and strives to develop people for internal promotion
• Facilitates dialogue between front-line associates and the store leadership team
• Creates and maintains a culture of winning that resonates with associates
• Serves as the customer advocate and surfaces opportunities to improve the end-to-end customer experience
• Teaches, models, and leads ways to satisfy customers and find ways to say yes (i.e., helpful associates, complaint resolution,
Store-to-Web)
• Focuses the entrepreneurial energy of the team on delivering over-the-top customer service and associate pride
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• Focuses and invests time on customer facing activities and processes
• Ensures that all initiatives and processes are in full compliance with applicable laws, regulations and company policies
• Adheres to the Assistant Store Manager scheduling requirements (weekly exceptions must be approved by the Store Manager):
95% of time spent on the sales floor, Minimum of 2 nights per week, Minimum of 2 weekends per month scheduled during peak
hours (i.e., Friday night, Saturday mid-day through evening, Sunday)
• Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting,
demoting, and terminating; conducting performance appraisals; and coaching and developing associates
JOB REQUIREMENTS:
• Bachelors Degree
• 5-10 years of related experience
• 18 years of age or older
REQUIRED SKILLS:
• Prior management training
• Knowledge of store merchandising, operations, and retail management practices and procedures
• Strong leadership and organizational skills
• Ability to analyze information, identify root causes and develop/implement approved solutions
• Effective oral and written communication skills to communicate with all levels of internal and external team members and
customers
• Skill in selecting, assessing, coaching, and developing associates, preferably in a retail environment
• Ability to manage and mentor team members, lead, and influence cross-functional working groups and achieve results
• Microsoft Office computer skills, including Word, Excel, and Outlook
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